Online shopping continues to boom. When it comes to delivery, so do customer expectations. According to CapitalOne, 56% of online shoppers aged 18-34 expect same-day delivery, with 92% of shoppers considering the delivery window when deciding to make a purchase. If you’re a home retail brand, it’s time to protect your brand reputation – and your customers – by tapping into a call center to support your delivery communications.
Here’s how a call center can save your brand from delivery disasters.
Deliver Real-Time Delivery Updates
Customers want to know the status of their order in real time. With a contact center on your side, you can help customers work through status updates in the event of package damage, traffic delays, inclement weather, or questions about gate codes or timed drop-offs. This helps ensure that customers are kept in the loop at all times – building trust and repeat business.
Coordinate Deliveries
Is an order scheduled to arrive in multiple deliveries? A call center can alert customers to ensure that they’re aware that this might happen, or see whether the customer would prefer to arrange a different, all-in-one delivery event. Being able to proactively get in touch helps set expectations and ensure that customers know what’s happening at all times.
Communicate During Mishaps
Even the best-laid logistics plans can go awry. International shipping delays, massive weather events, or other disasters can delay deliveries by days, weeks, or even months. A contact center can help keep customers updated regarding new anticipated delivery dates or walk them through options such as refunds or exchanges to maximize customer satisfaction.
Handle Returns and Exchanges
If a customer changes their mind about an order, a contact center makes it easy to return or exchange an item—whether they’ve just placed the order or whether the order has made it to their door. Having a real human on the other end of the line supports quick updates and adjustments and ensures that customers walk away from the transaction feeling satisfied.
Dedicated Order Support
Do you have repeat customers or customers placing large, complex order volumes? A call center team makes it easier to walk VIP customers through big orders – especially those that involve multiple items that may arrive on different days or need to go to different addresses. A call center can assign a dedicated rep to specific customers, ensuring delivery support is only a call away.
Feedback Gathering and Analysis
You can’t make progress if silence is the only feedback you’re getting. A contact center can help you gather customer information, concerns, and feedback, letting you know what you’re doing right, and where you could improve upon your delivery promises – whether it’s new packaging, a different delivery schedule, or a change to your address form to ensure that commercial addresses or gated community addresses can easily be inputted.
ListenTrust is Here to Save You from Delivery Disasters
If you’re a home retail brand, you know just how important timely, frictionless delivery is. At ListenTrust, our near-shore, bilingual call center reps are available 24/7 to support your brand and customers. Whether you need to share delivery updates or process a timely return, we’re here to help. To experience the ListenTrust difference, get in touch!
