As customer experience rapidly takes the center stage in the world of online deliveries, businesses are constantly looking for ways to make logistics operations more customer-centric. The challenge is that the expectations of a customer are constantly evolving.
A major change that occurred in the past six-seven years was the shift from a more multi-channel to an omnichannel buying experience. There was a time when customers used to visit a website using a laptop, place her orders and wait for delivery information until she longs on the website again or place an order by visiting a physical store and return to the store again to get what she ordered.
So, purchasing channels used to work in silos. But seamless connectivity across channels and rapid penetration of mobile devices took expectations to a different level. Providing an omnichannel online buying experience became imperative. Customers now want to place an order using a mobile application, get delivery notifications over mails, get her orders delivered to her home and then return the items if needed to the nearest physical store. They want brands to deliver a buying experience that’s the same for both online and offline. With this surfaced the need to understand a customer’s unique buying behavior and build recommendation engines that upsell and cross-sell items based on their behavior. Online buying processes became more seamless yet complex.
To be ahead of competition large eCommerce brands started offering free deliveries. Now free deliveries have become a basic standard while selecting a brand. In fact, expectations ballooned further with customers expecting free returns as well. Even though customer loyalty increased owing to these introductions, it took a serious hit on profitability.
Making Deliveries Flexible
Now same-day deliveries are becoming the new normal. Today as much as 80% of customers want same-day deliveries and more than 20% are willing to pay more for faster deliveries. Not only this, savvy customers want deliveries to be executed on their terms, especially if they are paying extra.
These demands call for significant improvements and enhancements in the way businesses have been executing logistics operations. Leveraging an advanced last-mile delivery management platform will be a key. Such a platform can make deliveries extremely customer-centric by ensuring adequate flexibility in logistics processes.
A modern last-mile delivery platform ensures easy to manage drag and drop workflows. This goes a long way when it comes to providing customers with a self-service delivery model. Savvy customers are always on the move, especially millennials. Brands can not always expect a customer to be adhering to a delivery location he requested for three or four days back. For brands, harboring such expectations will only lower their first-attempt delivery success. Result? Increasing the cost per delivery.
Armed with flexible workflow capabilities, a modern last-mile delivery software quickly accommodates changes in delivery location and time on the fly and updates stakeholders accordingly to ensure a customer’s expectations are met. Such a platform also makes deliveries transparent for customers and keep them updated with real-time information on the delivery progress.
FarEye’s last-mile delivery platform is empowering global enterprises to boost customer experience and deliver on their constantly evolving customer expectations. We are helping enterprises achieve the twin objective of keeping customers happy and reducing costs. To know how signup for a quick demo here.