In a world where Amazon.com seemingly sets the standards for all things concerning eCommerce delivery, is there room for online Retailers and DTC brands to provide their own customers with a personalized, stellar delivery experience?
And what is it about fast delivery, anyway? When did we become so addicted to having things “right now!”? (That last question is perhaps better handled by anthropologists than eCommerce professionals)
But in study after study, delivery issues rank among the top concerns with online shoppers. According to Metapack's State of eCommerce Delivery Report, 70% of shoppers are unlikely to return to a website after a poor delivery experience. So yes, delivery matters. I’d go so far as to say that most shoppers feel like the Retailer has made them a promise the moment they submit their order—a promise that forms a key part of their experience with that Brand. Such experiences can have a profound impact—positive or negative—on conversion.
Cart abandonment rates vary from an average of 69% to as high as 86% for mobile commerce and delivery issues are a leading reason for abandonment throughout the entire shopper’s journey.
To address shoppers’ frustration with poor delivery, Amazon offers Prime, spends billions on technology, and has built 100+ warehouses across the US, making it easier to provide accurate delivery promises—which often entail overnight arrival timeframes. How can online Retailers & DTC Brands fight back? One straightforward way is to use FenixCommerce to calculate the most accurate delivery dates you can use data you already have.
The FenixCommerce Intelligent Delivery Platform (IDP) offers an Amazon-like shopping experience by providing accurate delivery dates & delivery options across the shopper’s purchase journey. By leveraging the data that already flows through your eCommerce platform, Fenix uses artificial intelligence and machine learning to calculate and display accurate, cost-optimized order cut-off and personalized delivery dates on the product, cart, and checkout pages. This allows online Sellers to set clear expectations that improve the overall shopper experience. As a result, Fenix customers are realizing an average end-to-end conversion improvement that often exceeds 10%. How?
Many Retailers today still rely on a date range for standard ground shipping (you know, the old “get it in 5-7 business days” message) because they really don’t know exactly when orders leave their warehouses or will arrive at the customer’s door. So they provide ambiguous—and typically heavily padded—delivery timeframe estimates to be safe. And a lot can go wrong with this approach. As one of our clients, a $50M online retailer, told us “before Fenix, we knew that half of our deliveries arrive in less than 5 days, we just didn’t know which ones.” Now they do and their conversion has increased 5% and AOV by 2.9%, as a result.
The FenixCommerce IDP is the only platform of its type to comprehend all the data elements critical to the calculation of delivery dates, including inventory, product, operational, and carrier data all in real-time. The platform can even factor in data such as bad weather impacting carrier schedules or warehouse operations times.
What about improving the customer’s experience? From the moment a shopper lands on your product page, Fenix calculates and displays an accurate, personalized shipping date (not a range) and a dynamic order-by-time, optimized to criteria (e.g. cost, time, or both) you feel most important. At cart and checkout, Fenix can display multiple shipping options with exact dates, costs, and fully configurable messaging.
As you think about all the pieces impacting your customer’s experience with your brand, providing a personalized delivery experience is a key component. It’s a promise that you offer and one you can keep. This does more than just improve conversion: it reinforces your relevance to consumers as a brand they know and trust, helping you compete against Amazon and everyone else.