6 ways to optimise e-commerce delivery for an optimal customer experience

Always satisfied customers: the Holy Grail, isn’t it? The customer experience is something to be worked on!E-commerce manager, it is up to you to offer your customers quality delivery, for satisfied buyers. Protecting your products well, optimising your logistics costs, personalising to reinforce your customer satisfaction: these are the keys to successful e-commerce delivery! Find out how to do this in this article.

Optimising delivery in e-commerce: what are the issues?

Delivery in e-commerce must meet three major challenges.

Protecting goods

When you buy online, you are responsible for transporting goods from the storage area to the customer. You need to use packaging that is adapted to the shape and fragility of your products in order to ensure optimal delivery. To do this, you need to think about equipping your packaging with suitable protections or cushioning .

Improving

1. At home: it represents a higher cost, but it is the most practical method for people who are isolated or have travel constraints.
2. Point-relais: less expensive for the customer, and more and more shops are offering it, making it increasingly easy to access.
3. In a deposit box: no more time constraints with this delivery method.

renforcer la flexibilité de livraison passe aussi par le choix du prestataire. Choisissez des offres souples, où le client peut modifier la date ou l’adresse de livraison, et suivre son colis en temps réel.

Piste #2 : Communiquer clairement sur vos conditions de livraison

Mentionnez dans vos Conditions Générales de Vente toutes les informations inhérentes à la livraison. Nous vous conseillons aussi de faire apparaître de nouveau les informations de livraison les plus importantes au moment du paiement : prix, délais, transporteur, politique de retour…

Tout ceci dans le but d’être le plus transparent possible en amont de l’achat. Vous gagnez ainsi la confiance des clients : vous faites ainsi de votre livraison un véritable argument de vente !

Piste #3 : Soigner l’unboxing de vos colis

S’il ressent une émotion particulière à l’ouverture de son colis, le client sera forcément plus enclin à vous choisir de nouveau, plutôt qu’un concurrent. Le déballage est donc une étape crucial

• With an adapted container: size and shape, wedging and protection
• With eco-responsible packaging: recycled or recyclable materials
• By providing a personalised invoice: neat pouch, coupon or discount on a future purchase, evaluation of customer satisfaction
• By details that make a difference: a thank you message or goodies

track #4: Offer eco-responsible delivery methods

Eco-responsibility is at the heart of consumers’ concerns. Choosing ecological delivery methods is an additional asset to enhance your brand. Ecological delivery is possible by different means

• Clean delivery vehicles: hybrid or electric vans, trucks running on natural gas for vehicles (NGV) or Bio Gas to reduce your carbon emissions.
• Bicycle couriers or cargo bikes: suitable for city deliveries, these zero-emission modes of transport are ideal for delivering small packages.
• Collaborative delivery: this allows you to entrust your customer’s parcel to private individuals who make the journey, in exchange for a fee.
• Automatic lockers: the carrier places the parcel in an automatic locker to which the customer has access at all times.
• Transporters committed to the environment: many service providers are now committed to reducing their emissions by training their staff to drive in a more environmentally friendly manner or by optimising the tyres in their fleets.

path #5: Implement, if possible, delivery directly to the letter

box This is a real advantage in terms of customer experience: the customer does not need to go to the post office, as their parcel arrives directly to their home. For products whose size allows it, this option makes sense. Packaging adapted to letterboxes is essential for the implementation

track #6: Facilitate customer returns

The possibility of return offered by your e-commerce is an integral part of the customer experience.Successful customer returns cannot be achieved without the establishment of a precise and effective policy

• Trained and available after-sales service
• Logistics centre capable of receiving returns
• Choice of the number of days the customer has to make a request
• Highlighting of valid reasons for return
• Refund conditions
• Details of the complete customer return process

the reception of the parcel is a crucial step in the customer experience, which must be taken care of to gain credibility. And, thanks to these few tips, you can take care of it properly!