The e-commerce industry is an exponentially growing trend, like almost every other business branches’ online operation. The reason is clear: buying online is more comfortable and convenient than a trip to the store. When you add the cost-effectiveness of online business models for brands, it turns into a win-win for both the customer and the company. However, it was not always so easy for the retail and FMCG industry in general because people wanted to pick their own foods. With the pandemic, we have seen a boom in online retail operations, and the ones who did it right are here to stay. Looking at the chart by Criteo, you will see this clearly.
Of course, the incredibly fast-rising trend in the online retail industry has come with consequences that mean many businesses are failing to keep pace.
First of all, the competition is more extreme than it has ever been. It was not surprising to see that a new and powerful rival emerged every other month in the last couple of months. Fortunately, demand in the e-commerce market is growing as well, although the latest trend seems to be changing the rules of the game: express order delivery. With the COVID-19 pandemic, online shopping has become the first choice for people and, especially in the FMCG arena, people want that they are used to: speed. Accordingly, the industry giants introduced under one-hour delivery options, and they worked. Even for a pricy $10, the express delivery option by Walmart managed to be profitable. With small- and medium-sized companies and start-ups joining the fast order game, the express approach is becoming the norm and, in this age of speed, the ones who are quick to take action will be the winners.
It is obvious that the new generations of consumers demand fast order delivery. Since the model is still in its first months in Europe and the US, there has not been much study or research on the matter, but Gartner’s report on the express approach includes vital information. According to the study, 68% of online shoppers demand an express delivery option from retailers. The report also states that on-demand order delivery increases customer satisfaction by 18% and brand loyalty by 5.6%. Another captivating statistic comes from Statista. According to Statista’s report, express e-commerce businesses earn 11$ more than conventional platforms.
When you think about it, all these benefits are connected to one another. First, the feeling of having an order at your door within minutes satisfies the customer and the process turns into a loop. In short, fast is fun.
The whole process in the express delivery business happens so fast. Well, it is in the name. Therefore, the customer wants the ability to take quick action throughout the process. The customer of today wants to complete the process on the same platform so creating an order alone is not enough. Customers want to feel like they are the ones in control and, in a sense, they are. So, yes, giving them a shopping cart to fill is only the first step of the process.
One of the most essential must-haves for an express platform is fast customer service and, fortunately, that doesn’t require businesses to set up crowded call centres. According to Zendesk, more than 67% of buyers and customers prefer self-service to talking with a representative. Auto-replies are, of course, the first thing that comes to mind in this scenario, but designing a process full of answers is a better idea. We designed our express e-commerce platform with this in mind, and as soon as a customer places an order they are greeted by notifications and order tracking screens. Ubimecs Express E-Commerce Platform also lets brands integrate as many payment options as they need for their customers’ convenience.
One of the top revenue-making aspects of the digital approach is customer loyalty, so the process should not end once the order is delivered. Delivering the customer to a rating screen as soon as their order is delivered is the first step of building loyalty. Then, push notifications of special offers, codes and coupons come into the picture. These are all basics, but to really win the game brands need their platforms to know their customers.
Here at Ubimecs, we have been working with many industry-leading retailers to create their unified platforms and, for the development of our express module, we have used all of our data-analysis experience. Our platform offers an administration panel through which your marketing team can gather valuable data on your customer profiles based on their locations, age, and shopping patterns. Using the analyzed data, the platform can create personalized offers for various customer profiles. We are sure that your marketing team will love it.
With our tailor-made tools that can be customized to the needs of your business plan, you don’t have to worry about building a platform from scratch; we got it covered. Whether you are in the e-commerce business or planning on building a start-up, our module has the tools you need. To learn more, you can visit our Express E-Commerce Module or book a meeting by clicking here.