Whenever you try to imagine the perfect online store, you mostly think of how it looks, how it features your products, and what color schemes you could choose to make it more appealing to customers. As the owner of an e-commerce business, you focus your attention on things like increasing online visibility and making the most of social networks.
Shipping often goes neglected, although it’s an essential factor in improving the quality of your services and gaining loyal customers because customer experience doesn’t end with the online shop itself.
Choose Your Shipping Company Carefully
First of all, you need to work with a reliable shipping company. The person who delivers your products represents your business, and if your customers are not happy with how their delivery was handled, you’ll be the one that gets a bad name. Do some research and make sure that the company you choose is trustworthy and can guarantee the adequate delivery time and package handling.
It’s tempting to choose based on price since you’re running a business, and you’re trying to make a profit, but this strategy can backfire. Whatever amount of money you save can be offset by losing customers because their packages arrive late, damaged, or get lost in transit.
Change Your Perspective on Shipping Costs
Shipping costs are part of doing business. Sometimes customers will want to return a product, which means that you will lose money on some orders. Ecommerce beginners will often try to argue with their customers and convince them to pay for the return. We don’t recommend this practice. You’ll get bad reviews and lose in the long-run. Instead, you want to focus on making the majority of your orders profitable.
There are some other ways you can save money on shipping by working with multiple carriers that have better offers depending on the region or type of products. You can also cut costs by buying packing materials like boxes, crates, and bubble wrap in bulk. Just keep in mind that the packaging materials also represent your brand, so they need to be good quality, aesthetically pleasing, and protect your products from getting damaged.
Make Your Shipping Policy Clear
In most cases, shopping cart abandonment occurs because the shipping cost is higher than what the customer expected. If your shipping policy is hard to find on your platform, most customers will not look for it. They’ll go straight to adding items to their cart. Once they’re ready to order, they might realize that the shipping cost is much higher than what they would have liked, they’ll get annoyed and abandon the process. Bad customer experience is bad for business. You’ll want to make sure that shipping costs and return policy are spelled out clearly.
Ask Your Customers for Feedback
The best way to figure out if you need to improve your shipping strategy is to ask your customers for feedback. You can e-mail them surveys with questions regarding delivery time, level of professionalism of the courier, quality of the packaging, and overall customer experience. As an incentive, you can offer a discount on their next order.