The Secret to Improving Your Clients’ Shipping and Delivery Experience
In the print-on-demand industry, where each product carries a personal touch, the importance of timely shipping and delivery cannot be understated. And since about half of the products are customized as presents, timely delivery is even more critical.
Yet, many businesses overlook a simple fact: a buying process isn’t considered complete until the package arrives at the customer’s doorstep. With nearly 75% of consumers facing issues with delivery and 85% hesitant to return after a poor delivery experience, the stakes are high.
Shipping carriers can optimize delivery routes and update businesses on potential delays. What can print-on-demand (POD) stores do to improve the rate of successful deliveries? The secret is ensuring accurate information input.
Key takeaways
To ensure a reliable shipping and delivery experience…
- Explain to your customers how important accurate data input is;
- Ask your clients to double-check their personal information such as address, email, and phone number;
- Provide a transparent tracking system: send out the tracking number right after dispatch;
- Optional: add a verification system to your website to catch data errors early on;
- Optional: set realistic expectations regarding the delivery date with a list of recommended cut-off dates for order placement.
Addressing the gap in shipping information
A recurrent issue affecting POD stores is the delay caused by incomplete or incorrect shipping information. Missing details, such as an address or phone number, can considerably stretch delivery times. This leads to customer dissatisfaction and negatively impacts your business reputation, especially during high season, when the actual delivery date is often pushed further because of a higher volume of orders.
Consider a specific situation: the carrier picks up a parcel, and it goes from one delivery point to another. When the package is ready for delivery, the address is not valid, and nobody picks up the phone. So your customer support team must find a way to contact the client, ask them for the correct address, and then forward the data to the shipping carrier so that they can finalize the delivery. Delays spanning for days can be easily prevented if you kindly ask your clients to invest one minute and double check they have entered the correct details, from their name, to email, home address, and phone number.
The importance of precise contact information
When delivery issues arise due to unclear addresses, the first step for the local delivery person is to contact the customer. But if the contact information is missing or incorrect, this results in unnecessary delays or even failed deliveries. Therefore, emphasizing the need for customers to input and double-check their data meticulously is a straightforward strategy to improve their experience and your brand reputation.
To educate your customers on the importance of submitting valid data, it’s worth walking them through the entire process from shipment to delivering products:
- The customer places the order;
- The order goes into production, where experts customize the product and pack the order;
- The carrier picks up the parcel from the warehouse, and the order changes its status to shipped;
- The delivery company hands the package to the end client.
Packages only reach their destination on time when all these steps are completed. A small error in step one, such as an invalid phone number, will lead to the wrong information on the packing slip and affect timely delivery.
Why carriers need so much information for shipping and delivery
Some clients may be weary about adding their personal information when shopping online. And that is entirely understandable. However, successful shipments and timely deliveries rely heavily on correct data. There are two steps you can take to ensure your customers feel safe and fully understand the importance of adding and double-checking their contact details.
- Ensure your privacy policy clearly explains to customers what happens to their data, especially after their package has been delivered. Let your customers know if the information comes through your website and is safely encrypted. It’s also important to note that you don’t share sensitive data with unaffiliated third parties. Adjust the information to what applies to your business. Transparency in such sensitive matters will fortify customer trust and reassure them their personal information is safe.
- Educate your customers on why shipping carriers and delivery companies need the information they request, and emphasize that every detail counts.
To be more specific, you can even list what data carriers rely on for their autonomous processes:
- State
- Zip/postal code
- City
- Street and house number
- Email address
- A valid phone number
As for the manual processes, carriers require the following information:
- Street and house number
- Care of (c/o)
- Company (if applicable)
- Name
- Phone number
So, for the parcel to successfully arrive at their doorstep, customers must understand how physical goods are transported. On top of that, it is great for them to know what happens with the information they share.
Additional tips for better shipping and delivery
Suppose you want to go the extra mile. In that case, there are additional measures you can take to ensure your customers understand how crucial correct data entry is and ensure they introduce valid information only.
Implementing a comprehensive verification system
Consider integrating a robust verification system during the checkout process. This system can confirm the customer’s address and other essential information, optimizing delivery routes and reducing the risk of delays. This process will not only help to avoid unnecessary shipping costs but also speed up the shipping date. Thus, you increase the chances of the customer receiving their package on the estimated delivery date.
Setting realistic expectations
To manage customer expectations effectively, consider providing them with recommended order placement deadlines. That way, they’d have an estimated delivery date when submitting their order. A list of cut-off dates is handy, especially during the holiday season. At the end of the day, setting realistic delivery dates minimizes the disappointment and frustration associated with potential delays.
Providing transparent tracking services
Transparency in tracking services further strengthens customer trust. Offering real-time updates on the delivery process or sharing the tracking number when the item leaves the supplier’s warehouse gives customers a sense of control by keeping them in the loop.
Summing up
Encouraging customers to pay attention to their information can significantly streamline the shipping and delivery process, resulting in higher customer satisfaction. In a business where the customer’s impression of your service depends on the efficiency of shipping and delivery, it’s essential to take steps to ensure a smooth overall experience.
Frequently Asked Questions – FAQs
What is the difference between shipping and delivery?
The shipping process involves moving a package from the warehouse to the customer. Delivery refers to taking the parcel from the last transportation hub and handing it to the client.
Is the shipping date and delivery date the same?
In your operations, you will typically deal with two different dates: the ship date and the delivery date. The shipping date is when you or your fulfillment partner sends out the order from their warehouse to the carrier. The delivery date, however, is when the carrier successfully delivers the order to your client. A delivery confirmation usually verifies that step. The two dates are only identical if you offer same-day delivery.
What is last-mile delivery?
Last-mile delivery is the last step, in which the parcel goes to the customer’s doorstep. When the contact details are incomplete or missing, delivery companies encounter issues at this stage, resulting in delayed delivery time or even failed deliveries.
How can online shoppers contribute to effective delivery?
To ensure timely shipment and delivery, educate your customers only to hit enter when they double-check and introduce accurate contact details. Prompt them to verify they have entered the right address, zip/postal code, email, phone number, and other relevant information (e.g., company name).
