In our last Blog article we talked about cómo la tecnología nos podía ayudar en la gestión de envíos, especially at times of peak demand such as Black Friday.
Well, in this article we are going to list the 10 logistical aspects that customers value most when buying in an e-commerce and that today, thanks to technology and specialised shipping software such as Beepaket, allow us to keep under control:
1. Speed of Delivery
- Fast delivery: Customers expect their products to arrive as quickly as possible, and offering options such as 24-hour or even same-day delivery is a key differentiator.
- Availability of express deliveries: You can choose between different delivery methods (fast, standard or scheduled) depending on the urgency of the order.
2. Shipping Costs
- Free shipping: This is a decisive factor for many customers. Hidden or unexpected costs at the final stage of the buying process can lead to cart abandonment.
- Transparency in shipping costs: If shipping is not free, it is essential that the costs are clear and visible from the beginning of the process.
3. Order Tracking
- Real-time tracking information: Customers value being able to track their order from the moment it is processed until it arrives at its destination. This gives them security and confidence.
- Constant updates: Receiving notifications on order status (when it is dispatched, in transit or has been delivered) creates a better experience.
4. Reliability and Timeliness
- Meeting delivery deadlines: Customers place a high value on respecting the promised delivery date. A delay can lead to dissatisfaction and damage the perception of the shop.
- Proper incident handling: In case of problems or delays, customers expect clear communication and efficient resolution.
5. Flexible Delivery Options
- Convenience delivery: The possibility to choose when and where to receive the order is highly valued. This includes flexible schedules or the option of pick-up at a specific point (convenience points, lockers).
- Easy reshipping or rescheduling: The ability to change delivery details in the event of an unforeseen event is also important to customers.
6. Return Policy
- Ease of returning products: A clear and uncomplicated returns policy is crucial. Customers appreciate simple and quick return processes.
- Free returns: Offering free returns is an important incentive as it removes a risk barrier for the buyer.
7. Packaging & Product Safety
- Proper packaging: Customers expect their products to arrive in perfect condition. Proper and secure packaging that protects the contents is crucial to avoid damage.
- Sustainable packaging: With growing environmental concerns, many customers appreciate that e-commerce uses recyclable or sustainable packaging materials.
8. Efficient Customer Service
- Quick response to queries: The ability to communicate with the customer service team to resolve logistical queries (such as delivery problems or damaged products) is essential.
- After-sales service: Customers highly value a good after-sales service, especially if the delivery has not met their expectations or if they need to handle a complaint.
9. Availability of Payment Methods Including Logistics
- Payments with in-store pick-up: Some customers prefer to pay and pick up their order in a physical shop, combining the convenience of digital with the security of physical.
10. Delivery Experience
- Attention of the delivery person: The friendliness and professionalism of the delivery personnel also influence customer perception.
- Contactless delivery: Since the pandemic, many customers have come to value contactless delivery options for security and convenience.
At Beepaket we know the critical points and the current problems of the sector, that is why, thanks to the experience in the sector and the continuous feedback with all the agents involved in the process, we have developed the ideal platform to move the shipments of your business and that you can control it from a single place..
Thinking of starting a logistics business? Here are some tips on the revolution in the transport sector consejos sobre la revolución del sector del transporte. Welcome to the future!