15th September 2020
Online shops should consider using multiple carriers to provide the most optimal delivery experience to their customers. Results from Danish online shops show that using multiple carriers for deliveries increases both sales and customer satisfaction levels.
No carriers are alike, just as no customers are alike. It’s therefore a wise move for you to use a wide range of carrier services, for sending parcels to your customers.
“It’s not just about favorable carrier rates and volume discounts, but also the quality of the delivery experience and choosing the right carrier for each shipment. Each carrier has their strengths, with certain carriers specializing at handling larger parcels, while other carriers are better positioned to handle fragile parcels and so on, ” said Gary Carlile, Chief Sales Officer at Consignor.
Numbers from one of the largest Danish online shops, Bilka.dk, show that up to 80-90% of the customer experience depends on the delivery. If a delivery has not lived up to the customer’s expectations, they are unlikely to return to make another purchase.
No matter the size of your online shop, focusing on improving the delivery experience by using multiple carriers and offering convenient delivery options is key to increasing sales.
Conversion rate skyrockets by 25%
When the Danish online shop, Cykelpartner.dk, added yet another carrier to ship their orders and introduced Sunday pickup, their conversion rate exploded:
“I expected that Sunday pickup would have a positive impact on our conversion, but I didn’t imagine the result would be so positive. Sunday pickup increased our conversion rate by 25%. We have received a wealth of positive feedback from our customers, who received their weekend orders by the following Monday, ” said Søren Sieg Jensen, IT and Marketing Manager at Cykelpartner.dk.
Gary Carlile concludes:
“It is not only crucial to select the right carrier for your shipments, but also consider the end customer’s requirements and expectations around the delivery options and experience. Online shops can optimize the right mix of carriers, so they can handle their product range and achieve their customer delivery experience objectives.”