What happens AFTER Black Friday? Planning for the eCommerce Post Purchase Experience
Dicembre 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.
Pubblicato da: kooomo