Nothing is more devastating for your growing business in the bustling and crowded age of e-commerce than unsatisfied clients. A few unhappy or upset consumers can have a greater effect on overall sales than hundreds of pleased ones.
Read on if you’re having trouble growing your orders, you’re curious about why so many of your customers are abandoning their carts and not checking out, or you frequently get remarks criticizing your delivery. You will learn about the five most common reasons why your customers may be unhappy with your delivery service and what you can do to solve the problem.
No Free Shipping System
Given that 90% of consumers cite free delivery as the top reason for doing more online shopping, your company should definitely consider offering it. You can only offer free shipping, in the opinion of many entrepreneurs, by sacrificing some of your own profits, although this isn’t always necessary. You can encourage customers to place more as well as larger orders by enticing them with the promise of free delivery.
Make sure you negotiate with multiple vendors to reduce the shipping costs sufficiently to be able to provide free shipping. You should also think about packaging. Adding custom printed tape on these packages can be a good as well as an affordable idea to brand your products.
Not Granting Free Returns or Exchanges
Similar to free shipping, research suggests that offering free returns or exchanges encourages customers to complete their purchases. As a result, the cart abandonment rates drop, and you’re able to close more sales.
Every time someone places an order online, they are ultimately taking a gamble, unless it is a regular transaction. They are unsure of how anything will fit or whether it will appear exactly as they had imagined. You are lowering their risk and enticing them to test out your goods by providing them with free returns or exchanges.
If you don’t offer a simple way for customers to return something, they will be far less likely to trust you. A clear and comprehensive return, refund, and exchange policy demonstrate your company’s commitment to excellent customer service and providing long-lasting high-quality goods.
Slow Shipping Speed
There is no doubt that during the past couple of years, online shoppers’ expectations have greatly increased concerning delivery costs and times. People no longer have the patience to wait days for a package to arrive at their door. Instead, they anticipate getting their hands on it as soon as possible. Fast shipping can completely shift the game, especially with choosy customers.
Offering guaranteed two-day delivery is typically not only feasible for small to midsize enterprises, but it is essential to maintaining and growing your company while upholding a positive brand image as well. Air and ground transportation can easily enable a two-day delivery timeline. When exporting to Europe, air shipment is the only option; for lesser distances, ground shipment can be used.
Ground-shipped commodities are held in fulfillment centers and warehouses. This can help you offer speedy shipment at reasonable prices. Start by serving local clients if you use a fulfillment center. To do this, connect the e-commerce platform with your fulfillment center’s technology.
When a consumer inputs the zip code at checkout, the program can see if your desired products are placed in a fulfillment center within a two-day delivery range of your delivery location. If so, the consumer will see the two-day charge. The choice won’t be available otherwise.
By going with this approach, you may offer a reasonable two-day ground delivery option that enhances satisfaction among customers who qualify while hiding it from shoppers outside the two-day coverage area.
Limited Shipping Options
It should be very obvious by this point that for your business to expand, you must be able to meet the high standards that today’s consumers have for delivery. Because not all customers have the same requirements, it is much more difficult to develop a delivery plan that works for everyone.
It would be preferable if you provided as many delivery alternatives as you could, allowing clients to pick the one that best suits their needs. Options like free two-day shipment, pick up in-store, and the flexibility to collect the items at a predetermined nearby location should be among these possibilities. Make sure you monitor key website metrics to understand which options are proving to be most popular and double down on those. Conversely, you should try to figure out why in case some or all options fail to win customer support.
Troublesome Shipping Experience
Customers may not be pleased with your shipping merely because the entire delivery process wasn’t satisfactory. While providing speedy, affordable shipping is essential for attracting and retaining happy consumers, the reality might be that there is much more you could be doing for them.
For instance, your shipping plan must include offering accurate and precise tracking service for all shipments as one of its core components. Nothing is more crucial than keeping in touch with your clients, especially when problems emerge. An abundance of issues can be avoided with effective communication.
When problems happen, you must take responsibility. The customer will hold you liable, even if it was the fault of the third-party delivery agent. Consider offering a discount voucher or free expedited shipment to consumers who experience shipping concerns. Having customer service personnel who can swiftly and efficiently trace packages or solve issues can be another approach to providing a high-quality shipping experience.
Shipping involves more than just safely transporting a product from point A to point B. Consumers’ expectations from online retailers are rising, especially as they grow accustomed to the exceptional speed and standard of delivery that many large online retailers are capable of providing. You may not be able to reach that level but you must make the best effort with the resources available to you.
In short, in order to draw in and keep clients, you must concentrate on making a viable delivery strategy that keeps customers content while also being conscious of your company’s budget. Avoiding the mistakes listed in this article can help you do just that.