The gold standard of customer experience in retail is a moving goalpost and is a game that everyone is upping with each passing year. 2020 would be no different in terms of how this would change the game for so many brands and how they would try and achieve competitive differentiation through excellent customer experience. This post will give us some perspective on how last-mile delivery software can contribute in this direction and help brands deliver a superior experience to their customers.
According to CIO.com, a couple of interesting trends can be expected to unfold into reality in 2020. The top 3 are:
Across the value chain, from placing the order to giving feedback on the entire experience, customers expect a consistent and unified user experience throughout the process. This includes basic aspects such as in-app branding, the tone of the notifications, the personalization and the ability to choose different things such as a convenient time for the delivery to happen.
The idea is to ensure that the core values of the brand are reflected at every touchpoint and customers get a feel of the ethos that the brand believes in. This is particularly significant in recent times, when most transactions are going digital and to deliver personalization in a digital medium is relatively difficult. Even more challenging when the overall experience is partially offline and partially online (order online, pickup in-store, etc.)
This is a key area of opportunity where a good last-mile delivery software with strong customer side capabilities can be of immense use. When the application natively has capabilities such as flexible scheduling, personalizing communication with customers, in-app branding, they help a long way in making digital more personal.
Self-service to Zero UI
While the last decade and a half saw a major push for self-service tools, the next decade is set to see zero UI. What does this mean in the context of modern-day retail?
Customers are increasingly getting used to voice-based and gesture-driven interactions with their devices. The conventional sense of UI where-in users login into an interface and interact with a central system has become ubiquitous yet obsolete mainly due to the friction factor associated with it, albeit minimal. Machine Learning and Predictive Analytics technologies have evolved to much that the data and intelligence they have is enough to deliver a superior, frictionless customer experience without any human intervention. Zero UI is relatively a new idea and a less-intrusive alternative where technology helps informing users on a proactive basis without an actual user interface but through newer mechanisms. It is going to take some time for retail brands to adopt the idea and execute it.
What if brands can offer a 24/7 Digital Service Agent that can be readily available to answer queries instantly and specific to what information the customer is seeking? That would make the entire process a tad bit more intelligent and contextual, but more importantly frictionless.
Last-mile delivery software that is future-ready has this capability in-built and with a high degree of configurability.
With the notification deluge in the smartphone era, brands face the twin challenges of having the need to constantly keep the customer updated on the key milestones in the delivery process but also ensure that they aren’t annoying because of their constant intrusiveness. To achieve a state of non-intrusiveness yet remain proactive is a challenge but with the right set of tools in place, it is an area of huge opportunity.
With mechanisms such as real-time tracking on a map and chatbot based support in place, which several last-mile delivery software platforms offer as part of their core offering, it paves way for being proactive while not being too over the top about it.
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