Do you provide delivery communication with shoppers during the delivery period?
Most UK retailers do not provide delivery communication with shoppers during the delivery period
A new study by ParcelLab found that most UK retailers do not give delivery communication with shoppers during the delivery period. The study found that, out of 100 online retailers in the UK, only 11 communicate with their customers directly during the shipping period. The remaining 89 either leave this to the delivery carrier or give the customer no updates at all. The study also found that only seven of the UK’s 100 largest retailers offer same-day delivery service.
There are also wide differences in how returns are handled. It is worth thinking about how you keep customers aware of what you are doing. It can reduce anxiety and create a strong impression of your business. This is where it might make sense to explore marketing automation. This can also automate email responses.
Delivery can also be an opportunity to set yourself apart. Free shipping may not be affordable on small orders. But it is a good sales opportunity when you give free delivery on orders over the average order value. Let’s say that your average order value is £30. Making delivery free on orders over £50 will tend to increase the average order value, helping you absorb delivery costs whilst increasing revenue.
Promoting Delivery Options in Your Ads
It is also possible to combine this with your Shopping ads on Google.
To do this set up a voucher code, for example, if you have a WordPress website you create a free shipping voucher using the Woocommerce plugin. Create a unique offer, say Free Delivery on Orders Under £30, create a voucher code and set your shipping rules. Now you can create a Promotion Feed or a Promotion List in Google Merchant Centre. Once this is approved, your shopping ads will show the promotion. This is important because your shopping ad will show the delivery cost which may be offputting for buyers of individual items.
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