The last mile can be a minefield for eCommerce retail businesses. There is an air of inevitability about the whole phase, particularly because the delivery process is outsourced to a third-party: a shipping carrier. While carriers like FedEx and UPS make rich claims about delivering on-time 99% of the time, the truth is not as rosy.
When a customer receives their parcel late, their lifetime value reduces, and they are less likely to shop with you the next time. Consequently, providing a near-white-glove delivery experience geared toward boosting retention and lifetime value becomes critical.
When a customer receives their parcel late, they are less likely to shop with you the next time.
Which is why LateShipment.com’s recently upgraded delivery management platform exists. It has a host of use cases for a variety of organizational roles pertaining to the last mile and beyond. Keep reading to learn if it could be useful to you.
Use Case #1: Gaining visibility into shipments in transit
I’m a logistics manager at a medium-sized eCommerce business finding it hard to keep track of the parcels we’ve dispatched to our customers.
Solution: Use a real-time shipment-tracking solution.
How LateShipment.com can help: LateShipment.com’s delivery management platform is designed from the ground up to provide you unprecedented visibility into every one of your shipments in transit. Seriously unprecedented. Unlike the limited visibility you can get on a shipping carrier’s website.
To begin with, our platform is capable of providing you a bird’s eye view of the status of all your shipments being shipped across carrier lines. So, a mere glance at your dashboard can provide you an immediate idea about how many of your parcels will be delivered during the day and how many are likely to be delayed.
Next, we provide you the ability to get as granular with your data as you please down to individual shipments. This way, we ensure that you are never in the dark about the status of even one of your parcels in transit.
And the best thing? Our system integrates with close to 50 shipping carriers, eCommerce platforms, order management platforms, and CRMs, and this number is growing every week.
Use Case #2: Keeping support reps on top on delivery issues
I am a customer support executive. I am often required to respond to anxious and angry customers whose parcels have been delayed. If there were some way for me to be aware of issues before customers knew of them, I would be better able to handle such situations.
Solution: Use a dedicated customer support dashboard that displays delivery issues as soon as they are detected.
How LateShipment.com can help: One of our marquee offerings is a dedicated customer support dashboard. Unlike our standard dashboard, this interface provides only the very essential data that you and your customer-support-team mates need to proactively resolve issues.
A particularly useful feature of the customer support dashboard is the ability to set permission levels.
Use Case #3: Proactively handling delivery exceptions
I am tasked with ensuring parcels reach customers on time. However, I struggle to handle relatively uncommon situations like weather-related exceptions because I am unable to inform specific customers in time that their parcels will be delayed.
Solution: Use a communication solution that allows you to send customized messages to specific customers regarding delivery status.
How LateShipment.com can help: We are committed to helping you retain customers through the toughest of circumstances. This is why we provide you with the ability to send custom messages to specific customers whose parcels are experiencing uncommon delays like unexpected weather exceptions.
For instance, using this feature, you could send a customer a personalized message with a discount coupon attached for a subsequent purchase. This will allow you to make a positive impression on the customer and also ensure that they don’t switch over to a competitor because of circumstances outside your control.
To make resolving customer issues even more straightforward, we offer integrations with every major ticketing and helpdesk tool like Freshdesk and Zendesk.
Use Case #4: Keeping customers informed of delivery status
I want to keep my customers informed of the status of their parcels as and when particular shipping events occur. I don’t want them to have to constantly go to the page of the shipping carrier to check delivery status.
Solution: Set up automated email notifications that are triggered and sent to customers when their parcels reach specific events during the shipping process.
How LateShipment.com can help: Every customer of yours is anxious about their parcel in transit. You give them the shipment tracking number and provide a link to your shipping carrier’s tracking page where they can check the parcel’s status. There is a better way to do this.
We provide you the ability to send automated email notifications to your customers for last mile events such as “Shipped,” “Attempted,” and “Delivered.”
All you need to do to enjoy this feature is to connect your eCommerce store or CRM platform to our interface, and relevant customer data will be be populated within our interface.
Use Case #5: Providing an on-brand delivery experience
We are an eCommerce retailer, and we are intent on ensuring brand recall at all stages of the tracking and delivery process.
Solution: Create a branded tracking page which customers can visit for information on parcel status.
How LateShipment.com can help: It is pretty much the norm these days for businesses to provide a shipping-carrier-provided tracking link to customers on order confirmation. Customers visit this link, which sits on the domain of the shipping carrier, for information on shipment status.
There is a downside to this.
The moment a customer leaves a retailer’s site, they are bombarded with the brand language, logo, etc. of the shipping carrier rather than of the retailer. This is a precious marketing opportunity lost by the retailer.
Which is why we provide businesses like yours the ability to create a branded tracking page that customers can visit for information on their parcels. Your branded tracking page will contain your logo and the language of your brand, thereby ensuring that your brand is always on the mind of your customer.
At LateShipment.com, we’ve always worked with the singular intent of strengthening the hands of retail businesses around the world. Our focus has remained steadfastly on the last mile, typically the part of the logistics chain that is the most opaque. Since our inception, our state-of-the-art algorithms have tracked over 100 million parcels.
Some of our high-impact offerings are:
- Automating refund claims from your shipping carriers for service failures to help you save money on shipping.
- Giving you full control over delivery delays that harm your brand and sales. You can now predict parcel delays and even fix them by keeping customers informed.
- Reporting at every stage of “shipping & delivery” to enable you with critical supply-chain insights.
The value we add to businesses is most evident when experienced first-hand. Learn more about our solution here.
- Delivery Management for a Customer-Centric Retailer
- 2019 Best Practices to Boost eCommerce Checkout Page Conversions
- Impact of Late Deliveries on Customer Lifetime Value (CLV)