E-commerce and the challenge of meeting delivery times

It is no secret to anyone that Cyber Day is one of the most anticipated dates for companies and consumers. It is these days where the trade seeks to make great sales and buyers eagerly await the different offers that may appear. The last one was no exception. The Chamber of Commerce of Santiago (CCS) said that only the first day closed with 1.7 million purchases for US $ 158 million, which represents a growth of 25% in both indicators, compared to the last massive online sales event. Also, due to the massive fall of social networks last Monday, August 6 -first day of Cyber- the CCS decided to extend this event for one more day, so that undecided consumers could vitrittle with time and make their purchases, or those who like online sales had the opportunity to continue buying. Nor is it a mystery that along with the rain of offers, complaints also rain on social networks for unfulfilled commitments, either because the product was not chosen or did not arrive within the promised deadline. This is where it is worth asking if with the high volumes of purchases that are registered on these dates, companies really have the ability to manage delivery properly, and if they are aware that a bad home delivery service can ruin the entire shopping experience. The reality is that it is necessary to focus on how companies manage their products and services, give real response times to their customers for dispatches and delivery and, finally, have a good after-sales system that delivers concrete solutions to the problems that consumers may have in the online purchase process. Thus, it is essential to generate good marketing campaigns for these dates, but also to ensure a dispatch management that allows to sustain the promise of delivery times of the products. Otherwise, reputational damage to a brand may be irretrievable. We know that the pandemic changed the consumption habits of Chileans, who turned en masse to digital channels. We also know that we are a few weeks away from the most important period of the year for commerce, where online shopping will undoubtedly be the protagonist. Now is the minute to review the online purchase, dispatch and after-sales processes, so as not to truncate the shopping experience in the next holidays and ensure that the desired gifts reach their destination in a timely manner.

Original source in Spanish