Technological trends in delivery
As a result of the introduction of quarantine measures that were aimed at preventing COVID-19, an increase in sales on electronic platforms of a variety of product categories, which led to a huge demand for the provision of delivery services. This made retailers think about solving the issues that arose in the logistics area.
Currently, demand is still high. According to the Wordstat service, over 14 million requests for the word "delivery" were made over the last month. At the same time, an important indicator for placing online orders is the cost of providing services. Compared to 2019, when pickup points were popular, in 2020 the demand for courier service clearly increased.
Let's highlight important factors that consumers pay attention to:
– speed and quality of services provided;
– the ability to issue and make a return.
According to the research center of the auditing company PWC, the following factors will influence the choice of an online retailer in 2020:
– 70% based on delivery speed and quality;
– 72% were guided by whether it is possible to issue a return;
– 65% said their choice was influenced by their 24/7 support.
Services such as:
– Order status notifications;
– Order location.
All these factors have forced delivery services to introduce new adjustments in their activities.
Rapid growth and scaling.
Due to the dramatic increase in demand, retailers have experienced the need for scalability and elastic delivery management. The likelihood of influencing the first impression of the buyer has led many of the retailers to form their own divisions responsible for the logistics sector. And Ozon, for example, outsourced the delivery, which made it possible to be ready for the rapid growth in demand for courier delivery. New services and an increase in pick-up points provided a huge help to logistics companies.
Communication automation.
The growth in requests has led to an increase in the volume of delivery service within the department. To adjustments of orders at the first stages, the need to notify about the status of order execution was added. Automation, artificial intelligence and omnichannel technologies came to the rescue. Thanks to the automation of communications, communication with customers has moved to a more convenient level for both sellers and buyers. The use of automation helps to reduce the cost of servicing the number 8 - 800 and pay for waiting minutes, and helps customers get the help they need faster.
Implementation of artificial intelligence and omnichannel technologies.
One of the trends that gained particular popularity in 2020 was the use of artificial intelligence in communication with the client. This helps to shorten the time it takes to get a response and thus redirect employees to other assignments.
Many large companies have started using omnichannel technologies in their activities, which allow organizing all information and processing requests on omnic platforms. It is convenient for both retailers and customers.
The client can leave his request in a convenient place and receive all the necessary information.
Despite the constant development and changing living conditions, the efficiency and quality of delivery will always remain relevant, and the developed technologies are designed to help maintain these qualities.
And, understanding all this, logistics services are ready to use technology to the maximum.
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