What can Shiprocket do here? 

• Using automation: Most of the reviews about Shiprocket online are about bad customer service that in turn repels customers. The implementation of automated chatbots enhances the quality of the overall freight forwarding customer experience. Chatbots are capable of striking a personal conversation through data entered by a customer and interacting through advanced APIs. Automated chatbots not only provide ease-of-access and user-friendly systems but create a responsive environment that nurtures outstanding customer experiences and ensures higher customer retention rates. 

• Put good systems in place: It will keep any individual under stress if the shipment is not delivered on time. In addition to poor customer service, Shiprocket packages or shipments were laden with delays. This can be improved by putting proper systems and processes in place. Logistics companies should understand that customers are either buying from B2B or D2C businesses that effectively demand reliance on clean, accurate data, integrated systems, and visibility. Visibility is a term used in supply chain management that refers to the act of being able to see detailed information on different processes within a supply chain. More visibility ensures the right systems processes are in place to monitor and improve freight forwarding customer service.

• Streamlining of document management: Companies should keep manual processes and paper handling to automate traditional office workflows. There should be virtual storage of necessary documents that should be accessible at any time. The disruptions in the pandemic created the need for shippers, suppliers, and carriers to use fully integrated systems that can communicate with one another in milliseconds. 

• Reduce consumer touchpoints: One of the customers expressed his dissatisfaction regarding weight management, where his 1kg package was charged as per a 13kg package. By contacting Shiprocket’s customer care, they heard his problem for 1.5 hrs but could not provide help to the customer with an effective solution thus, leaving him disgruntled. When a customer submits a support request, they expect a quick solution, and not that the complaint being handled by four different people. They want to discuss the issue with one person and get it resolved immediately. This will also entrust belief in the company. 

Successful online shopping always ends at the delivery of products at the right time and the said address. Logistics and delivery here form a crucial part for which a logistics company needs to set up a line of communication between all relevant support teams such that customer problem speedily takes place. Irregularities in customer servicing in logistics and shipping partners of D2C or mid-sized e-commerce companies make them answerable to the customers for the delay resulting in low customer retention and negative reviews online calling the company a fraud. On a B2B level, the logistics company will also lose business since e-commerce companies will show reluctance to partner.  

Top shipping practices that need to be adopted by D2C businesses

• Be wise while selecting your logistic provider

For offering your customers a hassle-free shipping process choosing the right logistics provider will play a crucial role. While selecting, one should keep in mind the locations they deliver, their charges, and whether they offer special services such as packaging, same or next day delivery, customer service. An important aspect of selection should also be providing an insurance plan, in case of any losses or damages in the future. Next, based on the sector the business might require additional services to offer, for instance, an online cycle brand can offer to assemble the cycle parts upon delivery, which should be part of SLA ( service-level agreement).

• Convey the tentative date of the estimated date of delivery at the checkout

The internet-first or D2C businesses should display the estimated date of delivery to the customers while they checkout. This also helps build customer expectations and excitement around the shopping experience. Logistics software needs to be implemented that helps to generate a near-accurate date of delivery, with available data on carrier performance as soon the customer enters the delivery pin code. However, the shipment needs to be delivered on the near-accurate date displayed.

• Prioritising order tracking updates 

The online Ayurvedic brand made one huge blunder by not updating its customers with the tracking updates of their shipment. Digital businesses should send regular updates on every order will help to minimise customer dissatisfaction.

• Returns and exchanges should be quick 

Returns and exchanges especially in the apparel businesses are prevalent. Customers on social media, express their resentment on social media over returns and exchange processes. By making these processes quicker and seamless they can turn this into a favourable business opportunity.

• A plan-B for failed deliveries and shipping exceptions

Businesses do not wish to see a failed delivery, but such cases might arise. A logistics provider will attempt for at least three deliveries before declaring it as failed. However, the business needs to be aware of fake delivery attempts. Therefore, businesses here should intervene and implement logistics software to anticipate delays and exceptions and inform the customer of the same beforehand.

For internet-first or D2C businesses, post-purchase experience is an important aspect that can weaken or strengthen customer loyalty and impact repeat businesses. Sending shipment updates might seem an unimportant task but making small changes to shipping practices can lead to big improvements in sales and shipping and elevate the overall satisfaction levels.