What happens AFTER Black Friday? Planning for the eCommerce Post Purchase Experience
December 18, 2020
This is smart thinking, considering the enormous increase compared to this time last year. Scurri saw a +188% increase in online orders in November 2020 compared to November 2019, for anyone without a smart delivery management system in place those numbers will be extremely challenging!
eCommerce merchants have successfully transformed November into ‘Cyber Month’ with offers of varying degrees available throughout the period. But what happens with those orders after the checkout when the shopper eagerly awaits their prize?
Where is my order?This is where the customer expectation around delivery kicks in. Shoppers have been largely understanding when it comes to delivery challenges during the pandemic. Still, they expect retailers to have resolved these by now and for their deliveries to arrive on time.
Some retailers were using banners on their homepage to manage expectations by stating how long deliveries were taking in general. However, if the customer was told that delivery would take 5 – 7 days, customer service teams found they would receive calls on the 5th day with the inevitable question “where is my order?”.
Brands need a reliable delivery strategy in place to stay ahead of the competition. Online reviews are a determining factor for shoppers when purchasing, so trustworthy delivery is a crucial area to focus on.
Control & visibilityThere is a crucial piece of the puzzle missing in the above scenario and one that is easily resolved by the right technology. Shoppers want visibility on their orders, if they don’t receive updates and can’t track their parcel, they feel a loss of control and worry they won’t receive their package on time or miss the delivery because they were out when it should arrive.
This apprehension is not a pleasurable experience for the shopper and does nothing for their sense of trust in the brand. (one bad review stat, not return) On top of that, it’s causing undue stress on customer service teams.
78% of consumers expect to receive Tracking updates on their orders
Posted by: kooomo