Since order fulfillment is a "behind the scenes" process, newcomers to ecommerce don't usually have a strong strategy in place for efficient fulfillment processes. In this post, we'll cover some fulfillment fundamentals to help beginners avoid the costly mistakes of over-stretching or over-complicating their fulfillment operations.
Free shipping vs. fast shipping
Yes, offering free shipping is a surefire way to increase sales. However, it's not free for the seller – and the costs can add up. Fortunately, there are many strategies you can use to reduce or recoup the costs of free shipping. For example, increasing the transit time decreases the cost while still appealing to most customers. In their 2016 "Pulse of the Online Shopper" study, UPS reported that 85% of shoppers are willing to wait 5-7 days for delivery if shipping is free.
Larger orders give you better margins on shipping
Packaging and fulfillment expenses aside, it's cheaper to ship two units instead of one. The profit margin from selling an additional unit will offset the increased shipping costs that result from sending a bigger, heavier package. This is important to remember when adding new SKUs or running promotions. For example, it may be more cost effective to kit products together, rather than offering them for sale individually. When it comes to promotions, the above UPS survey also found that 52% of consumers added items to their cart to qualify for free shipping.
Too many SKUs can negatively impact fulfillment
It can be a great idea to provide flexibility for your customers by offering multiple SKUs containing variations of the same product. However, it’s important to strike a balance. While larger orders return higher margins, too much variety and volume can increase the costs and reduce the efficiency of your inventory management and order fulfillment processes. Before running a promotion, adding SKUs, or entering peak season, don't forget to account for the impact on your fulfillment operations.
Ecommerce businesses stand to benefit from implementing environmentally friendly business practices – and changing your approach to packaging is a great way to start. It can save you money, improve logistical efficiency, and drive home your brand's commitment to the environment with every single delivery. Follow these tips to start your transition into more sustainable packaging.
Choose environmentally-friendly packaging materials
Evaluate your current packaging for materials that can harm the environment - especially those that can't be recycled, take a long time to breakdown (like polystyrene foam and plastics), or that release toxins as they breakdown (like certain inks and adhesives). Can you switch these out for recyclable, eco-friendly equivalents? For example, corrugated cardboard tubes and scraps work well as dunnage and are easy to recycle. Similarly, laser printing, thermal printing, and soy-based inks are excellent alternatives to toxic inks and dyes.
Pack more efficiently
In addition to materials, your packing practices are also important. Larger-than-required packages waste filler materials and take up excess space in shipping vehicles, contributing to fuel consumption. Automated box making machines or custom-designed packaging are both eco-friendly solutions that not only save the earth, they save you money by conserving materials and reducing product damage during shipping.
Evaluate your logistics
Take a close look at how packages move from warehouse to doorstep for opportunities to reduce waste. Depending on your products and customers, there may be more you can do to combine individual orders into bulk shipments. If you notice lots of unused space in the trucks leaving your warehouse, consider co-shipping with other companies to reduce fuel costs.
Customer service call centers provide ecommerce businesses with a number of benefits. You need a call center – no question. However, you may not need to manage call center services internally. While an internal call center comes with some nice advantages in terms of flexibility and control, a partnership with a qualified provider also has perks that might be a better fit. In this post, we'll discuss a few of the benefits you can get through call center outsourcing.
For many small to midsize companies, staffing and managing an internal call center can be challenging and costly. Unless you're selling highly technical products that require in-depth knowledge, the operational expenses may not be worthwhile. Conversely, an outsourced call center helps you avoid the costs of capital investments such as quality call monitoring systems, scheduling software, chat support integration with your website, etc. You can also save on the costs associated with recruiting, training and retaining call representatives – which really comes in handy during your peak season. Speaking of which…
Because of their established focus on providing customer service, a good call center should be able to handle the higher volume of calls during your peak seasons without straining your budget or internal team.
If an outside partner is handling your call center functions, you're free to focus on the core components of your business. Outsourcing your call center allows you dedicate more bandwidth to developing products, customer acquisition, marketing campaigns and other growth initiatives.
Choosing whether to manage a call center on your own or outsource will ultimately depend on the nuances of your business. However, it's worth considering the cost-effective benefits of collaborating with call center service providers. To learn more about the call center services provided through Fulfillment Works, contact us today.
Whatever product or service your company offers, keeping customers engaged and coming back to your site is critical for ecommerce success. Customers remain loyal to brands that treat them well, but even more so to companies that implement memorable tactics to keep them happy. Below are some easy ideas that can go a long way toward leaving a good impression on your customers.
You don't need to be pushing a sale every time you communicate with your customers. Sharing content related to your products or industry can provide your customers with helpful information for purchasing decisions. By establishing your company as a source of authoritative information, you also build up your trust and reputation among customers.
Create helpful offers
Go beyond the run-of-the-mill discounts and think of special offers that improve the purchase experience, rather than just trying to make a sale. What sets you apart from the competition? Do your product margins grant you the flexibility to give away free gifts with orders? Are there ways you can simplify the decision to purchase (like offering free returns or special warranties)? To come up with a promotion that works for your situation, consider the interests of your customers, the products you sell, and the logistics of your company.
Keeping a professional tone with your customers doesn’t mean all communication needs to feel scripted. Remember, messages that actually have a “human touch” to them will go a long way toward making your brand memorable and encouraging repeat business.
Say 'thank you'
Sending a thank you welcomes new customers to your site, and is a reminder of your expert service to returning customers. To encourage repeat business, offer a coupon or shipping discount on their next order. Consider also sending thank you emails/discounts when customers complete other actions on your website, like signing up for your newsletter.
Theft during the last mile of product fulfillment is a growing problem in ecommerce. According to a report by InsuranceQuotes.com, 23 million Americans had packages stolen from their doorsteps in 2015. Even worse - a DropOff study found that 94% of consumers blame the e-tailer for poor delivery, while only 42% blame the delivery provider. Not only are you losing product from theft, you're also losing repeat customers and brand reputation.
While there isn’t much you can do to directly prevent this type of “shoplifting,” there are things you can do to decrease the likelihood of theft and provide customers with a better delivery experience.
Secure delivery options
Unattended packages are the ones thieves like to target, so secure delivery options can be a major deterrent. Some common solutions are:
- Signature request
- In-store pickup (if you also operate brick-and-mortar locations)
- Delivery to a storage locker (Amazon Locker is a good example)
- Customer-supplied delivery instructions (for example, you can add a new checkout field where customers write instructions, like “Please leave package on the back porch.”)
Proactive shipping notifications
Most ecommerce sites allow customers to passively check the delivery status of an order. Taking a more proactive approach to this idea can not only make your deliveries more secure, but improve your customers’ experience. Encourage customers to sign up to receive delivery notifications via text message, email, or even app push notifications.
Work with your carriers to offer your customers the ability to select a specific delivery date and time. This can be a value-added shipping option at checkout, or you can offer it for free with a minimum order.