Etailers devoting time to customer serviceFriday, 17 August 2012
British-based online retailers are devoting more
focus on improving customer deliveries in order to generate more business.
UK parcel and carrier manager, Global Freight Solutions (GFS), has revealed a sharp increase in the number of retailers seeking advice about delivery standards.
GFS has reported that “very substantial” numbers of both small retailers and household brands had identified reliable consumer deliveries as an important element of their attempts to cash in on the e-commerce boom.
The discussions followed the company’s decision to make its multi-carrier delivery management software, GFS Selector, available without charge in October 2011.
Director Simon Veale said: “Many of the enquiries which we have received have come from retailers which have had delivery issues of their own in the months since we made our software available.
“They have been telling us that they appreciate more than ever before how effective deliveries are becoming as much a part of maintaining customer satisfaction and generating repeat business as how they actually sell their products.For some, pressures on their delivery networks in the run-up to the Christmas peak season really brought home the importance of making contingencies to get goods to consumers, something which we would argue has year-‘round relevance.”