E-commerce has seen unprecedented growth in the past few years. Today, be it a toothbrush or a gold ring or a pack of biscuits for your pet, the ‘Order Now’ button on your screen is probably the most hassle-free way of having goods delivered at your doorstep.
Yes, in addition to choice, quality, and savings, an online customer wants quick and seamless delivery of products. Therefore, an exceptional delivery experience is vital to satisfy and retain clients for an e-commerce company.
It is, therefore, clear that logistics is a key enabler for e-commerce and also a source of competitive differentiation in the industry. Therefore, logistic companies need to continually ace their game to meet the rising challenge of speedy and efficient deliveries across the length and breadth of the country.
To this end, Ecom Express has embedded advanced technology at every step of the logistics chain to enhance serviceability and customer delight through paperless deliveries, real-time tracking, and end-to-end visibility for customers on both the ends.
Besides, we are constantly turning the wheels of innovation to stay in line with the evolving market and ensure customer satisfaction through enhanced delivery solutions over time.
A tech-enabled, interactive delivery platform for customers
In the e-commerce industry, the speed of delivery is as important as the service quality for a customer. According to data, proper packaging; consistent, safe and timely delivery of products; and, sufficient communication in the build-up to delivery, sum up the after-purchase expectations of an e-commerce customer. And, whether a logistics service provider is able to meet these expectations or not influences a customer’s decision to make a repeat purchase on a particular website or not.
Dedicated to ensuring customer satisfaction with each delivery, we are regularly investing in technology to build solutions that not only reduce the issues in undelivered products but also empower customers through open communication.
Currently, we are building an interactive platform to simplify contact at each stage of delivery. Instead of receiving vanilla text messages regarding the location of their products, the new system will enable end-consumers to directly interact with us on the platform, seek information regarding an unsuccessful delivery attempt, as well as, share feedback, and ask for redelivery of goods at a time convenient to them.
Leveraging customer feedback to improve last mile delivery
Feedback is a gift, and we aim to utilise it to benefit our customers on either end.
At Ecom Express, we believe that our service not just affects the reputation of our brand but also our e-commerce partners. Therefore, listening to our customers is important for us, as it gives us more visibility regarding the issues that lead to negative feedback.
To facilitate open communication, we are building an automated feedback system that enables our last mile executives to capture consumer feedback at the time of delivery. The fully automated system will include drop-down options, as well as, dedicated space for specific consumer feedback. The system, once integrated, will help us leverage customer-initiated feedback to improve our upstream processes (such as the demeanour of the delivery person or the quality of communication) as well as pass-on relevant feedback (such as comments regarding the quality of products) to our key partners to help them augment their processes.
Ensuring a uniform customer experience
Ecom Express recognises the contribution of field executives in carrying the brand forward, as well as, defining, managing, and exceeding customer expectations. However, the high rate of attrition at this level impedes consistent service quality. To bridge this gap, we have created a paperless system that provides an app-based tool for first and last mile operations to minimise human error.
Besides, we provide every field executive, new or old, with advanced tools and technology, such as WhatsApp-based training, to ensure consistent deliveries and behaviour pan-India. Our field executives are trained to properly interact with the end-consumers, and a pre-defined process must be followed by every executive to ensure uniformity in customer experience.
Being a consumer-centric business, we go the extra mile to protect the privacy and data of our customers. We work on an encrypted system that does not reveal customer contact details to the company executives. All calls to customers via Ecom Express must be made through an automated system that keeps numbers secure and automatically records every single call – ensuring best behaviour on the part of the company executives, every single time!
Getting it right, the first time!
Lack of address standardisation is a problem unique to the Indian market, and a significant impediment for a logistics provider. However, at Ecom Express, we are using AI-based tools to work our way around this problem.
Presently, we service over 25,000 pin codes across the length and breadth of India. However, it is not our presence in these locations but the ability to service them efficiently that is the key to our success.
With a delivery system that is completely app-based, we have been able to integrate location-based intelligence to update our delivery network incessantly. This integration of technology enables our field personnel to trace even the remotest of delivery locations accurately. Besides, a dedicated team regularly reviews delays to define new routes that shorten the turnaround time between ordering and receiving products across India.