This post is by Emily Kalkhofer - ShipCompliant Business Analyst from ShipCompliant: Alcohol Beverage Experience Blog
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In past articles, we discussed delivery rate and the problems that occur if your delivery rate is low. There are many ways to improve your delivery rate (the percent of your shipments that are delivered on the first delivery attempt) which will in turn, improve your customer’s experience.
Before the package ships…
If you have a club, email your members prior to shipping (at least two weeks in advance of the ship date) so they can update their address and contact information, or make any adjustments to their order. For daily shipments, email your customers at the time the order is placed with an estimated delivery date or date range. Both options provide an opportunity for your customers to review and edit their information before the order ships.
Encourage your customers to ship to a business address.
Only 38 percent of packages are shipped to business addresses annually, with a 97 percent delivery rate. This is a significant contrast to the 62 percent of packages that are shipped to residential addresses where only 78 percent are successfully delivered on the first attempt.
Provide more options before shipping.
If you ship to areas that are subject to extreme hot or cold temperatures, your package could be at risk for exposure to temperatures that can damage the integrity of your wine. Providing options like expedited shipping, or even asking your customer if their package could be shipped at a later date when temperatures are safe are solutions to minimize package damage.
As discussed in a previous post, carrier hold locations are powerful because they give your customers options to ship directly to or reroute to a carrier hold location near the original destination.
Once the package ships…
Notify your customers that their package is on its way.
Keeping your customer informed is key to successful delivery. It allows customers to prepare to receive their package, or make necessary alternate arrangements. This includes making sure someone who is 21 or over is available to sign for the package, or rerouting the package to a carrier hold location.
Monitor packages for issues.
Once you detect an issue with a package, contact the customer as soon as possible so they are aware of the situation and the solutions. Sending an email or giving your customer a quick call goes a long way to create a great experience.
Similarly, if the customer has a package held at a carrier location, contact them to remind them that they have five business days to pick up their package. That could save the package from being returned, which ultimately saves time, money, and the customer’s experience.
Incorporating these practices into your process will offer not only a higher delivery rate, but a better experience for your customers, and who doesn’t want that?
What are things that you do to improve your delivery rate? Tell us in the comments!