Do you know the importance of logistics for e-commerce in the process of customer loyalty? What consumers most crave after making a purchase over the internet is receiving the right items and within the stipulated time frame.
In this context, proper product delivery is synonymous with business success. A consumer who is frustrated with problems receiving groceries will probably not return to his store. Worse: you can still write negative testimonials on social networks.
Therefore, to keep your customers from getting annoying, it is essential that e-commerce logistics are always improved. To help with this task, we’ve prepared this article with tips to optimize the logistics of your online store. Check out!
Contents
1. Make a tight stock control
Is there anything more unpleasant than buying a product and then being told that the merchandise is missing? Well, that shows disorganization and leaves anyone with a negative opinion of the store.
To avoid this kind of situation, it is important to check the stock regularly, checking in and out and checking inventory. In addition, it is recommended to examine the condition of the goods.
Another tip is to have minimal differences between the existing quantity of products and what is offered to the customer, that is, have some more items. This will be useful, for example, in case of defective products that need to be replaced.
2. Set delivery deadline well
If you have a deadline that needs to be fulfilled to the letter, for the success of any virtual business, it is the deadline for delivery. The delay of just one day can break the trust of the customer, after all, he bought in his e-commerce because he felt secure with the information provided.
Sometimes, to avoid problems, it is better to work with a slack – that is, one or two days more than the actual term. So in addition to not disappointing your buyer, you can still surprise him positively, with the delivery of the product before the deadline informed.
3. Choose the best packaging
Many think it is a detail, but packaging has a direct influence on logistics for e-commerce. In addition to storing the product and should protect it, it is based on your measurements that the cost of transportation will be calculated.
Therefore, it is fundamental to choose packages that take advantage of the space in the best possible way. It was once the time when rectangular boxes were the only options. Search suppliers and choose the packaging that best suits your product.
It is important to emphasize that the packaging should also follow the guidelines of the brand, being relevant to any strategy of consumer loyalty. So, invest in the package and conquer your customer even before he handles the purchased item.
4. Have a good exchange and return system
One of the great fears of those who have no habit of shopping online is related to the need for exchanges and returns. What if tennis does not work? What if the blouse has a defect? Alternatively, even, and if I regret the acquisition?
The logistics for e-commerce need to be adequately prepared for situations like these. Calling reverse logistics, the possibility of exchanging or even returning a product should be made more accessible, so that the customer is satisfied with this experience and re-purchase in your store. Learn how to do this!
Define exchange and return policies
Under European laws on e-commerce, every customer has the right to repent of the purchase online, within a period of up to 14 business days after receipt of the product. Therefore, it is crucial to establish and disseminate clear exchange policies, to reassure potential buyers and safeguard your company.
To avoid annoyances, it is recommended that shopkeepers file with the value of return shipping charges in all cases, even when a defect is not proven, for example. This will make customer service earn points. If there is loyalty the average ticket increases.
Provide efficient service
Did you receive a change request? So now it’s following the rules and serving the customer as best you can, checking stock availability, tracking code, and all directions for exchange or return to take place.
If your e-commerce has a physical store, offer the possibility of trading through that channel. Many customers prefer this option, fearing that there will be problems also with the merchandise exchanged. Also, people will have the opportunity to know the location and even buy other items that your company offers.
Coordinate the process
Reverse logistics can be done in two ways: the buyer goes to a franchised agency to take the product or the operator will pick up the item at the customer’s home. In the latter case, the collection can be programmed. This second option is more used in case of bulky items and difficult transportation.
Generally, all logistic operators offer these modalities. In the Post Office, for example, it is necessary that the e-commerce has a formal agreement and that, it allows that this service is solicited by the internet. After the request, the shopkeeper receives a code that must be informed to the client so that he goes to an agency and sends the product, without costs.
Another option is to work with a refund. The customer sends the product, pays the freight and attaches the voucher with the value of the order, so that the company can reimburse it later.
5. Offer shipping options
Expensive shipping is one of the main reasons for the abandonment of shopping cart in virtual stores. Most customers want to be benefited at all times of purchase: product quality, inviting price and size value if it’s free, better yet.
Since every customer has a need, e-commerce logistics need to offer many shipping options. While some people want to receive the product soon, regardless of the cost of shipping, there are those who are in no hurry, as long as the excellent price compensates for the wait.
Search for carriers and choose the one that offers the best value for money. Remember that the process does not end when the product is shipped, but when it reaches the customer. Even if third parties perform the service, it is up to you that the customer will collect satisfaction on the delivery.
Oh, to avoid eager buyers, work with companies that provide tracking code. This way, the customer can follow the entire shipping process.
Now that you know what the top tips for improving e-commerce logistics are, it’s time to put them into practice. Your customers will be satisfied and your company will reap the rewards. Aside from being safe to buy back in your store, they will be able to speak well of your business to friends and family.
Speaking of sales and logistics for e-commerce, how about knowing more about the most important sales KPIs? After all, setting goals and tracking results is critical for any business.