Live chat is one way to directly connect with your customers during the shopping journey. However, the experience can vary dramatically from a wow to frustration, and everything in between. Here are some tips for creating best-of-breed live chat experiences to maximize conversions, average order value and CSAT.
The DTC “discovery to delivery” business model has many advantages. You own the end-to-end customer journey, and develop a direct, digitally-driven and engaging relationship with them. DTC brands using smart technology also have unfiltered insight into customer behavior and real-time data at every step along the process.
FedEx is acquiring ecommerce platform ShopRunner, which offers subscribers guaranteed two-day delivery for $79 a year, looking to bolster its ecommerce offerings and bulk up in the battle against ex-partner Amazon, which is expected to restart 3P fulfillment in 2021. ShopRunner, based in Chicago, will be operated as a subsidiary.
Flexe, pioneer of he concept of warehouse on demand, has raised $70 million to build out its technology platform and facilities network connecting shippers with available space while also providing WMS and OMS capabilities. The company has increased its facilities base 50% to 1,500 in the past year as ecommerce demand has exploded.
Amazon and Best Buy are both touting their expanded network of alternate pickup locations to deal with the holiday crush ahead of Black Friday, giving shoppers more options for getting their stuff fast. Amazon said it has Hub locations in more than 900 cities and towns, while Best Buy’s network is over 16,000.
A decline in delivery performance in certain lanes has led Amazon to restrict use of FedEx Ground and Home Delivery for Seller Fulfilled Prime orders, according to the Memphis Commercial Appeal. Overall on-time performance of carriers is already being challenged even ahead of the traditional start of peak season.
This peak holiday season will be unlike any before, and brands must adapt accordingly. These unusual circumstances need to be met with creative solutions. Here are a few ways to avoid this scenario by looking at alternative last-mile delivery options that will keep both consumers and brands happy.
As consumers have begun holiday shopping earlier than ever, merchants are expecting historical peak trends, and fraudsters will try to take advantage of this. To prepare for the uptick in BOPIS fraud this holiday season, consider enacting both short-term and long-term fraud mitigation strategies to protect yourself and your customers.
Dutch supermarket company Ahold Delhaize, owner of Giant and Stop & Shop, has acquired a majority stake in Bronx, NY-based delivery provider FreshDirect, giving it a leg up on ecommerce fulfillment as e-grocery is exploding amid the pandemic. Centerbridge Partners is also acquiring a 20% stake in FreshDirect.
From suppliers to logistics providers to manufacturers and retailers, the extended supply chain is pursuing omnichannel connectivity in an effort to deliver innovative customer experiences, streamline operations, reduce costs and improve flexibility and resiliency. But packaged commercial OTS software and data silos won’t cut it.