The disruption of technology has immensely transformed the
eCommerce business operations, emphasising mainly on the value of logistics and
fulfilment industry. It has resulted in the transformation of this industry,
which is teaching automation to cater to customers directly. With the changing
consumer expectations being on the rise from the eCommerce businesses, 3PL
companies like XPDEL have gained prominence by being sought after for
fulfilment and delivery to deliver an unparalleled user experience to consumers.
Meeting Consumers’
High-expectation
eCommerce businesses are thriving beyond epic measures in the
current scenario. The shopping behaviour on eCommerce platforms divulges that
Gen-X and Millennials are going all out to splurge in the online stores. With
the concept of convenience becoming the new normal, among young and old
consumers, their shopping behaviours have changed, and expectations have been
on the rise as well. They do not like to wait for long to receive their orders
anymore. Their impatience has changed the functional dynamics of the Logistics
and fulfilment industries that have resorted to omnichannel digital platforms
to evolve their fulfilment practices with the required agility. This, in
return, fuels their competence to manage disruptions caused by unforeseen
situations like COVID-19, etc. efficiently, and see-through seamless delivery.
We live in a world of data, which is readily accessible at
various touchpoints. With the consumers exploring various digital avenues to
source their requirements, personalising the consumer experience is of utmost importance for the logistic
companies to enhance the businesses they partner with. A strong order management system can help target
the right set of customers to create a timely and customised experience for
them to respond as it is equally important to retain the consumers and have
them return for more business. They expect products to be personalised within
moments or hours and return only when the service is at par.
Do Not Fall Short of Services
Bridging silos in operations, and facilitating end-to-end
visibility to consumers in real-time, secures the customer's trust and loyalty
when followed by excellent communication techniques. Therefore, while handling eCommerce deliveries, logistics
companies are utilising data to be able to provide real-time information about
consumers’ orders by facilitating ordernotifications, providing shipment
tracking, delivery tracking, real-time tracking and more. With big
data’s support, they can have reports of predictive analysis, enabling them to
handle consumers’ needs and manage queries resourcefully. This helps reduce the
cost involved in problem-solving.
Track in real-time
Nowadays, consumers expect to know about their order status at
each step right from the moment they place their order until after it is
delivered. A secure shopping experience gains the trust of the consumers, which
makes them a returning client and eventually gains their loyalty towards a
brand. There are some prominent ways how the logistics companies like XPDEL
enhance the consumer experience with real-time tracking and a proficient 24*7 customer support as per
consumers’ expectations.
- Transparency
builds trust:
The consumers’ may be quick to respond negatively or switch
platforms or brands when there is a fulfilment error. They may not appreciate
it when their orders are not available, when there is a delay due to
non-availability of the product or when their order is not delivered properly
in time. To avoid such situations, the logistics company needs to bridge the
silos in operations to have a bird’s eye view of their accomplishments and
provide end-to-end real-time information to their clients. XPDEL manages its
shipping operations resourcefully by tracking shipping in real-time. As a 3PL,
they can successfully deliver their associated partner’s shipments to their
consumers by updating them at every step of the way with effective
communication made possible by real-timetracking.
- Simple
dashboards are convenient:
When all the information regarding the process of fulfilments is
available on one platform, it facilitates an easy understanding and keeps the
transactions transparent. This enhances the trust of a consumer in the product
and their operations while it is convenient for the Logistics Company to
visualise the data and stay on track as well. A consumer’s trust is essential
to create an unparalleled user experience.
- Don’t
leave your consumer idle and lost:
Exceptional situations can be foreseen with real-time data. By
providing your consumers with visibility, a channel for efficient communication
opens up as well, which helps companies handle fulfilments in those situations
without scope for failure. A Forbes article based on the insights from Harvard Business Review Analytic Services shows how 70% of enterprises have increased their
spends on real-time analytics solutions over the last year. The logistics
companies like XPDEL are stressing and integrating technologies to personalise
fulfilment services and heighten consumers’ user experience in real-time.
Support your customers, and they
will stand by you.
It’s time for businesses to communicate like people. With the market dynamics changing, the logistics
industry changes too. To meet the customers’ expectations that change now and
then, communications and engagement with your consumers become imperative.
Customers turn to customer support
for any queries, issues with their order or product and more, at any time. If
the company is not able to attend to them, at most times, it affects the
company’s revenue and reputation directly.
- Add that
human touch:
When most of the processes are streamlined with automation, the
consumers prefer that human touch when in doubt or have a query. Customer
success strengthens the consumer's trust and loyalty in your company. Some
companies’ have included customer success in their operations. XPDEL has 24*7 customer support as part of its
fulfilment process.
- Call, mail or chat:
When the consumers reach out to the business with their query
via email, calls or chat, they are using technology to reach out. Still, it is
the human response from the company’s end that reassures them about resolving
an issue. Seamless interaction with your customers helps businesses to
facilitate a complete personalised user experience for their consumers. While
drafting an automatic bot response, make sure it sounds genuine.
- Don’t
procrastinate. Respond quickly.
The customer care team should consist of professionals who
respond quickly. Real-time response is more effective. When you communicate
with your customer quickly and honestly, it provides transparency and fosters
trust in the customers about the company and its services. When there is trust,
issues can be resolved even when they go wrong badly. With experienced customer
care executives, XPDEL has incorporated a
24*7 customer support system professionally.
With the spotlight on D2C, 3PL companies like XPDEL are
strengthening their logistics and fulfilment security with digital integrations
to facilitate Omni-channel service delivery and enhance the consumer experience to the fullest, for
the partnered businesses while managing crisis and minimising the possible
errors during the busiest seasons professionally.
