CUSTOMER EXPERIENCE IN

THE DELIVERY PROCESS

Ebook
Table of contents
01. Importance of a SMOOTH delivery process in customer experience 01

02. Customer trends in the delivery process 04

03. Tips on improving CUSTOMER EXPERIENCE IN THE delivery process 08

04. Why should retailers choose Omega Order Tracking on Shopify? 17

01.
Importance of
a SMOOTH delivery process
in customer experience

1
 The post-purchase experience may make or break
customers' decision to return
A pleasant shopping experience leads to more sales with less cost. 93% of
customers are more likely to repeat purchases from a brand that offers excellent
customer service. (*)
● Satisfied customers will return for more. Statistics show that returning
customers splurge 30% more on a brand than first-time buyers. (*)
● Dissatisfied customers don't buy as much from you and sometimes write
negative reviews about your products or brand.

Many brands often forget the post-purchase stage even though it greatly affects
customers' perception of the overall shopping experience. If this stage is not
handled with care, it can turn a delightful buying experience into a horrible one in
a snap of the fingers.

This stage marks the last touchpoint between customers and the brand in a
purchase. People often say the last memory is the most memorable, so if things
have gone wrong, customers may hold hard feelings about the brand for a long
time. Under business viewpoints, this can compromise customer lifetime value.

(*) Source: Voxco - "Importance of Optimising Post-purchase Customer Experience" 2

 You would want to zero in on the
delivery process because it is crucial.
Some facets of the post-purchase journey include shipping, technical assistance,
and return and refund. Here are just some reasons why brands should focus more
on enhancing customer experience in the shipping process.

1. Delivery time is sensitive

According to many buyers, shipping is the most anxious time in a customer
journey since both they and retailers have limited control over the goods. The
lack of communication may keep customers on edge the whole time, making the
buying experience anxious and exhausted.

2. Negative shipping experience affects the brand reputation directly

70% say a negative delivery or shipping experience negatively impacts their
impression of the brand and not the carrier (*)

3. Customer expectations for delivery has evolved

Buyer expectations towards a delivery process surpass beyond the "fast
shipping". More than ever, they demand a convenient, problem-free and
personalised delivery experience with the brand. Indeed, retailers who can take
advantage of this trend may have the edge over their competitors in the field.

(*) Source: Small Business Trends - "A Customer’s Shipping Experience More Important Than Ever"
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 02.
Customer trends in
the delivery process

4
Customers favour a personalised delivery

Customers are more likely to choose brands offering a personalised

buying experience, including delivery. Many customers abandon
their cart since there are no options to ship to their desirable time or
destination. Others refuse to place an order because the brand does
not support pick-up point delivery, a popular shipping method in
some countries.

In a digital-first world with millions of retailers online, the

competition is fierce. Online buyers have no problem turning to your
competitors for a more convenient and personalised delivery
experience.

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 Customers are looking for clarity and
consistency in the shipping information
Information clarity should be presented at all stages of the delivery
process, from placing an order to tracking an order and finally receiving an
order. buy
In the first stage, customers expect to know basic information about the
process. This is when they set their expectations about the upcoming
delivery experience. Of course, without much information, or in other
words, nothing to expect, the chance of them placing an order is not that
high.

The second stage is the stage where clarity is crucial. When it comes to
personal packages, customers develop a strong need for information
updates. On average, buyers track their parcels six to eight times during
delivery to be aware of the current state. Knowing exactly where the goods
are heading eases their minds and prepares them mentally for possible
delays. A 2020 survey found that when packages are delayed but
consumers aren’t informed, 69.7% of customers would be less likely to
shop with that retailer again. (*)

In the last stage, clear policies about refunds and returns also contribute to
a successful delivery process, according to many customers.

(*) Source: Shopify eCommerce Market Credibility Study, 2021

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 Now, fast and free delivery is not enough.
It needs to be dependable.

As reported by recent research, free shipping continues to have a

substantial influence on purchases for 75% of worldwide shoppers,
with 58% expecting free next-day delivery. In 2021, 69% of all Shopify
businesses offered free shipping, the same as in 2020. That much has
remained constant. What has changed is that free shipping is no longer
sufficient. (*)

Now, dependable shipping has become a new component of reliable

delivery. Dependability in delivery means customers can rely on the
authenticity and credibility of shipping information from a brand.
Customers' trust can swiftly diminish if brands fail to deliver on their
shipment promises.

(*) Source: Shopify eCommerce Market Credibility Study, 2021

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03.
Tips on improving
CUSTOMER EXPERIENCE
IN THE delivery process

8
 Tip 1
Offer Several Delivery Options (But not too many)
Prepare your shipping process to allow multiple delivery options
for your buyers to pick from, and state these possibilities clearly
during the checkout process. Shipping options are variable in
duration, pick-up time, pick-up method and mode of payment.
Offering different options is especially critical with overseas
businesses. International retailers need to customise the
shipping proposition to the local preferences and expectations of
buyers in each area. The shipping proposition also has an impact
on how customers prefer to pay.
However, a smart shipping plan does not imply giving every
conceivable delivery option: balancing what is economical,
reasonable, and matched with customer needs. Depending on
the category of goods you offer, "free" can be as soon as you
reach a $50 free shipping threshold, and "quick" can also be a
relative phrase, with 44 per cent of buyers expecting deliveries
to take a week or longer. (*)
(*) Source: Shopify eCommerce Market Credibility Study, 2021
• Collect in-store is a prevalent choice for consumers in the UK
(62%), US (56%), Spain (55%) and France (55%).
• Delivery to a pick-up point or local shop holds a strong appeal for
European shoppers, especially those in France (58%), Spain
(50%) and the Netherlands (46%).
• One-fifth or more of shoppers in Canada (21%), Germany (21%)
and the US (20%) have arranged for online purchases to be
delivered to their place of work – with 26% of UK and French
shoppers saying they regularly take advantage of this option.
• Delivery to a locker is a popular option with 31% of German
shoppers.
• Over a quarter of UK (28%), Dutch (27%) and the US (27%)
shoppers elected for a weekend delivery
(Source: Bruce Fair, Chief Revenue Officer at Metapack)
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 Tip 2
Explore alternatives to familiar carriers

Even when the benefits of expanding delivery options are

evident, many businesses fail to implement this strategy. One
reason is that they only trust the “old and gold” carriers. Indeed,
USPS or postal consolidation carriers (DHL eCommerce, Pitney
Bowes) continue to be an underappreciated resource in the
e-commerce delivery field.

As much as long-term partnerships with giant carriers can bring

financial and reputational advantages, remaining “locked-in” to
these carriers simply limits your options. Many small carriers
now focus on one main delivery service, such as final mile
delivery or regional shipping, making them the “experts” in their
niche markets. Working with them may bring you and your
customers a superior shipping experience with lower costs. We
advise you to partner with different carriers to find ones that
suit your delivery strategy the most. Keep in mind any firms
providing e-commerce delivery features that you are planning to
work with should have a large network with carriers in order for
this plan to work out.

(*) Source: Parcel - author: Nate Skiver

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Tip 3
Make final costs and delivery times clear upfront

One of the main concerns of customers when purchasing things

online is knowing how much an order will cost to ship (including
taxes and fees). Satisfy this need by informing customer duty and
tax responsibilities as part of the ordering process, avoiding
unpleasant surprises later on. (*)

Even though your shipping usually is prompt and dependable,

purchasers may not complete the transaction if they cannot
estimate the arrival date before approving the purchase. After
all, nobody wants to splurge money on something that may or
may not arrive on time.

Being clear about delivery costs and process time right at the
beginning also promote trust between customers and the brand.
It shows that your business is ethical and transparent.

(*) Source: Shopify eCommerce Market Credibility Study, 2021

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Tip 4
Leverage parcel data to improve delivery predictability
While utilising carrier-provided transit days to determine an
expected delivery date may be enough for many businesses,
there is an opportunity to use package delivery data to guide
carrier routing decisions better and provide a more consistent
delivery experience.

The data may provide customer preferences regarding process

time or delivery methods tailoring to your specific
industry/product. For instance, customers purchasing groceries
may expect to receive their goods within 4 hours since the order
placement, while computer buyers are more generous in
shipping time, up to 2-4 weeks. If you are a groceries provider
with this insight in hand, you may want to collaborate with
instant-shipping carriers and put this delivery method on the top
of your shipping options list.

Moreover, parcel shipping data can guide business owners in

dealing with unusual delivery situations such as bad weather,
false shipping address or even last-minute information change.
Historical data about these cases may give insights into how to
communicate with customers.

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Tip 5
Let customers track their orders
There is often a gap of service responsibility when the order is
shipped until it is handed to the customers. Delivery is the most
sensitive and anxious stage, according to many buyers.
Publishing order information throughout the shipping journey
ensures everyone is on the same page and eliminates confusion
between buyer and seller.

A real-time order tracking system keeps buyers well updated

with shipment information, increasing customer satisfaction.
Knowing which warehouse the product is located at and where it
is heading next increases shipping visibility. Along with the
location, the expected shipping time between warehouses is also
stated clearly for the customers to follow. If there are any delays,
customers will be noticed right away. As we adjust customer
expectations along the way, there is a higher chance of creating a
delightful shopping journey.

From the business point of view, this automatic process is

beneficial financially because it lifts off a considerable amount of
workload for the customer care team. Retailers are no longer
receive countless calls from their buyers asking for updates
about parcel shipping progress once customers can track it by
themselves. The cost saved from this can be invested in other
functions of the business.

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Tip 6
Offer trusted delivery updates

Offering delivery tracking is simply not enough. Real-time parcel

updates can only be valuable if the information comes from a
trusted source. The transparent delivery information enables
both purchasers and business owners to avoid receiving bogus
updates or frauds from couriers, such as providing an
unsuccessful delivery status owing to client absences or call
refusals. False alerts can even backfire and lead to negative
impressions of the brand.

Having a built-in tracking system right on your e-commerce

website is not a bad idea to avoid frauds and scams. Customers
can always enter your site for official and transparent
information related to their parcels. This system also brings
visitors to your store site rather than the shipment carriers' site
and improves the buyer's browsing behaviour while on the store,
which could lead to additional sales.

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Tip 7
Create a good impression when handing the goods

It is also critical that your delivery personnel are well-trained in

the shop's policies and are prepared to address and resolve any
difficulties that may emerge at the delivery location. In many
circumstances, the delivery guy is the sole store representative
with whom a purchaser would engage.

Delivery personnel should be pleasant and make consumers feel

welcome. Encourage them to share their knowledge of the goods
being delivered by telling the customer something fascinating or
beneficial as they complete the delivery handover. Overall, make
sure your delivery man understands how critical they are to
maintaining high levels of customer happiness.

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 Tip 8
Make the returns procedure less of a burden
Returns are an important aspect of the purchase process in the
world of online shopping. The statistics show returns account for
30% of all online orders. (*) Most customers will not even
consider buying from your store unless you have a convenient
return policy. Many shoppers find the returns and refunds
process tricky, time-consuming and exhausting. Hence,
businesses can easily lose their buyers if they do not pay enough
attention.
(*) Source: Shopify eCommerce Market Credibility Study, 2021
The first piece of advice is to develop a return policy that will
entice people to return to your shop. This usually includes
making returns free, simple, and pleasant for your buyer.
Although you may not earn a large profit on the initial
transaction, when your customer experience is superior, you are
more likely to have higher customer retention and better
long-term growth.
Next, make it easy to locate your return policy. This involves
distributing it all over the place. Your FAQ website, policy page,
product page, and even your order confirmation emails should all
include this information.
The final advice is to reduce the possibility of returns in the first
place. High-quality product images, videos, and descriptions may
all assist with this. A useful tool is post-purchase order
notifications. This provides your clients with an additional
opportunity to double-check their order lower the chance of
getting their goods mixed up.
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 04.
Why should retailers choose
Omega Order Tracking
on Shopify?

17
ABOUT OMEGA TRACKING ORDER

Introduction: Omega - Order Tracking is an excellent assistant to

improve your customer satisfaction by letting your customers
check their order status just with their order number and email
address, or only with a tracking number, without having to ask
and wait for your reply.

How it works: Omega - Order Tracking integrates with your

store by creating a separate tracking page where your customers
can check on your site. Once you install, the app will
automatically sync your orders and let your customers check
their orders once the information is updated.

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Benefits of using Omega TRACKING ORDER

• Order Tracking by Omega currently supports over 180

From: California
carriers across the world. To: New York
• Automatically sync and update orders from Shopify ORDER CODE: 0018378ABF
• User-friendly and customisable order tracking page that
automatically matches with your store theme and adaptive
interface
• Track orders in multiple ways: by order number and email or
by a tracking number
• Show clear delivery time under each shipment status to
inform customers of your shipping process.
• Detailed and transparent dashboard to overview and analyse
orders during a custom period of time
3 DAYS UNTIL ARRIVAL

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 THANK YOU
FOR READING!