De­liv­ery & Ship­ment

Arabnet - The Quarterly - - Business -

In terms of de­liv­ery and ship­ment, sur­vey re­spon­dents are split. The e-com­merce play­ers who have in-house ship­ping and de­liv­ery stated that it is no key con­cern to them, as they are able to en­sure high qual­ity of de­liv­ery, with the ad­van­tage of get­ting im­me­di­ate feed­back. On the other hand, e-com­merce com­pa­nies who deal with ex­ter­nal couri­ers re­ported fac­ing sev­eral is­sues, rang­ing from m in­cor­rect ad­dresses, to the ab­sence of a re­cip­i­ent at the de­liv­ery ad­dress. This is espe­cially chal­leng­ing when deal­ing with courier rs, since they only try mak­ing con­tact once, and move on when the cus­tomer is un­re­spon­sive. Sur­vey re­spon­dents high­lighted that con­sumers, espe­cially mil­len­ni­als, value hav­ing more control over when their de­liv­er­ies are made; pre­sent­ing them with a de­liv­ery time slot is hence a key rec­om­men­da­tion. It is also es­sen­tial to keep in con­stant com­mu­ni­ca­tion with buy­ers re­gard­ing ship­ment sta­tus and in­form them of any de­lays, which can be done via live or­der sta­tus and map mon­i­tor­ing. A num­ber of re­spon­dents high­lighted that a ma­jor­ity of the calls to their cus­tomer service cen­ters were in­quiries about the sta­tus of their or­der / ship­ment. With re­gards to ship­ping prod­ucts across bor­ders, most re­spon­dents re­ported that cus­toms could be a lengthy process across mar­kets, cre­at­ing a chal­lenge. n

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