How can SMBs fulfill Online Shoppers’ Shipping Expectations

eCommerce Buyers Shipping Expectations

With the passage of time and the advent of the internet, online shopping has become quite popular across the globe. While it has become popular, shipping and logistics can become a significant issue and have caused headaches for retailers. There is no more sin than late delivery to customers. Most shoppers expect on-time delivery and according to a recent DHL survey, it was found out that almost all shoppers out of 1400 wanted timely delivery.

Around 61% of shoppers cancelled orders because of high shipping costs, taxes and allied fees. Around 52% cancelled orders due to lack of free shipping. Shipping on holidays is also expected to get costlier with new tax rules and costs from operators like UPS.

Here are few ways an eCommerce business should take care of to make sure they meet the shipping needs of their online buyers:

Online Retailers should focus on Quality of Service

According to Gautam Kapoor, COO of ShipRocket, “Free and faster shipping is what is loved and expected by the online shoppers from eCommerce stores, but, it’s also important to make the buying process smoother than ever.” As such, online retailers should give optimum importance to providing great service at every stage of the process. They should track delivery until the time they are actually delivered. This way they can enhance customer experience and satisfaction.

Innovation is the key to Customer Satisfaction

SMBs need to be innovative in their approach to customer satisfaction. They should provide customers with an expedited shipping option with an additional cost. In addition, other innovative approaches may include promotional codes, ship-to-store options, and loyalty program for regular customers, and so on.

Tie up with Shipping Companies

A lot of retailers don’t realize that they can negotiate better shipping rates by having partnerships with shipping companies. For example, DHL offers on-demand delivery that enables retailers to deliver shipments to customers as per their preferences. Some other shipping options are FedEx and Aramex.

Planning to Cater to the Rush

Try planning before to cater to the holiday season. According to Paul of DHL, “Companies should have a plan for rush orders. An experienced shipping partner can help small and medium-sized enterprises identify the deadlines for specific destinations.” Moreover, retailers should promote and broadcast their orders and the allied delivery dates and other useful information.

Try Selling Unique Items

Taking a cue from the previous years, it can be said that unique items are a top draw among customers. According to a UPS Pulse of the Online Shopper Study, more than 56% of customers said that they like unique products. Customers are even willing to pay for shipping if they can’t find the same product in some other online stores.

Tracking Shipping Costs

Last but not the least; SMBs should try tracking the shipping costs. Most businesses, especially SMBs, overpay shipping carriers. They can be overpaying by up to 20 percent on every shipping invoice. The best solution for such businesses is to ally with courier aggregators, like ShipRocket, where they don’t need to negotiate rates and at the same time they get discounted rates on shipping because of the way courier aggregator function.


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