Customer is King. It applies to Logistics and Fulfilment too.

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.

 

1. 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.

2. 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.

3. 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.

 

4. 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.

 

5.  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.

 

6. 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.