Delivering on consumer expectations at every stage of the e-commerce sales process is vital for businesses that want to boost customer retention.
With the proliferation of e-commerce merchants, businesses looking to expand their online presence must deliver top-notch service if they hope to maintain customer loyalty. Indeed, research from Salesforce shows that 50% of consumers will turn to a different merchant if the first can’t appropriately anticipate their needs.
At a time when shoppers expect streamlined retail experiences — whether they’re in a brick-and-mortar location or making purchases online — investing in an omnichannel logistics strategy is essential. But with reports showing that more than half of shoppers feel that retail experiences aren’t connected enough across channels, businesses need to make their e-commerce presence as streamlined and intuitive as possible.
If you’re wondering how your e-retail operation can deliver on customer expectations better through a comprehensive omnichannel logistics strategy, Primary Freight has you covered. With these core capabilities, you’ll be providing customers with the dependable support they need at a price point they can afford.
More Reliable Access
With a fully realized omnichannel logistics strategy, businesses can meet consumers wherever they choose to shop. Whether they’re making purchases in-store, building their cart on your website, or buying items over an app, you’ll have the digital infrastructure required to guide their orders from your manufacturers to distribution centers and from distribution centers to the final point of delivery.
Greater visibility into every possible channel doesn’t just benefit your business, however. Today’s shoppers, trained to expect updates and support at a moment’s notice from Amazon, want the same insights from every online merchant. A key logistics survey even found that 45% of online shoppers have abandoned an e-commerce business because they didn’t offer the visibility into their orders that they wanted.
Smarter Customer Service
By building up your digital infrastructure across key channels — and ensuring that they’re effectively interoperable — you’ll make it easier on your team to deliver high-quality customer service to patrons. Because omnichannel logistics enables business owners and supply chain managers to gain greater insights into how customers shop, they’ll have access to more actionable data on their online behavior, their order history, and issues they’ve faced in the past.
This means that patrons can count on personalized customer service if they run into a problem or have questions about their purchases. Your team will be able to tap into a system anchored by omnichannel logistics and give them answers that take their in-store purchases and their online habits into account.
More Responsive Supply Chains
E-commerce platforms have made streamlined returns a must. In fact, nearly 60% of shoppers want a “no questions asked” return policy, and over 90% of consumers will make another purchase from your business if previous returns were hassle-free.
With an omnichannel logistics strategy, handling returns doesn’t need to be an operational nightmare for your business. Useful data, gleaned from multiple channels, will make it possible for your team to locate customer purchases across different modes, begin processing returns, and credit their accounts promptly for unwanted items. Whether they originally purchased a product online or on location, customers can depend on an advanced reverse logistics strategy to receive their return credit quickly.
How Primary Freight Can Help
While larger retailers have the resources on hand to develop omnichannel logistics strategies on their own, small and mid-sized businesses may not have the capital to make those changes a reality.
Instead, these e-retailers can work with third-party logistics (3PL) partners and integrated logistics services providers (ISPs) to access advanced omnichannel capabilities without breaking their budget to do it. From order management systems that collect and organize purchases from multiple platforms to top-notch facilities that can pick, pack, and ship items promptly, businesses can get the support they need at a price that works for them.
With over two decades of experience in international shipping and logistics, Primary Freight has the resources e-retailers need to drive value for their online business. Our award-winning customer service team, state-of-the-art warehouses, and industry-wide contacts can help businesses meet their growth goals — without going into the red. If you’re interested in how omnichannel logistics can transform your company, our team is standing by.
To learn more about Primary Freight’s award-winning shipping and logistics services, call us today at (800)-635-0013.