The delivery experience in eCommerce sales doesn’t just stop when it lands on the doorstep. Optimising every delivery touchpoint can significantly enhance customer satisfaction and boost brand loyalty. 

Each stage of the delivery journey, from checkout to post-delivery experience, like returns, offers opportunities to delight customers and create a lasting positive impression.
 

The five key touchpoints across the delivery journey

The journey begins at checkout, where customers expect a seamless and transparent process. The Delivery Advantage report highlights that 63% of shoppers value easy-to-understand delivery options, and 74% prioritise the security of their address information.

Providing customers with options to specify delivery preferences, such as safe places for unattended deliveries or preferred delivery windows, can enhance their satisfaction. 57% of customers value the ability to specify a safe place for delivery.

Transparency during the delivery process is essential. Real-time tracking and regular updates help build trust and ensure peace of mind for customers. 50% of customers appreciate SMS or email delivery updates, and 48% value imminent delivery notifications.

The moment of delivery is critical. Ensuring that packages arrive undamaged and are left in secure locations can significantly impact customer satisfaction. According to the report, 82% of customers prioritize receiving undamaged products, and 79% value packages left in a safe place.

Even after the package is delivered, the customer journey continues. Providing convenient return options and responsive customer service can enhance the overall experience. More than half of shoppers consider real-time online customer service and convenient return points important.
 

Strategies to Optimise Delivery Touchpoints

  1. Enhance checkout experience: Simplify the checkout process by offering clear and concise delivery options. Ensure that customers can easily enter delivery instructions and feel confident that their data is secure.
  2. Offer flexible delivery options: Tailor delivery options to meet customer preferences. This includes providing choices for delivery speed, safe delivery locations, and preferred delivery windows. Highlight the convenience of click-and-collect options, especially for busy demographics like Gen Y and young families.
  3. Implement reliable tracking systems: Partner with delivery providers that offer comprehensive tracking solutions. Keep customers informed with regular updates and real-time tracking to enhance their delivery experience and build trust.
  4. Focus on delivery quality: Ensure that packages arrive undamaged and are left in safe, specified locations. Proof-of-delivery photos can provide additional reassurance to customers and reduce the likelihood of delivery issues.
  5. Provide exceptional post-delivery support: Offer multiple channels for customer support, including phone, online chat and social. Make the return process as hassle-free as possible by providing convenient return points and self-serve portals.
Remember, each touchpoint is an opportunity to delight customers and enhance the overall brand experience.

Team Global Express e-Care delivers progress for eCommerce

The shoppers have spoken, and we have listened. Our direct to consumer shipping solution is built from best-in-class technology and the latest research on what shoppers and retailers want from the delivery experience.

 

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