Enable a Great Customer Experience Despite Shipment Weather Delays

Dec 21

Winter storms can create the disappointing effect of delaying eCommerce shipments in transit. We've all experienced this pain as consumers. But, what did the brand you purchased from do about the situation?

This problem becomes especially acute around the holidays and other seasonal events in your business when delivery deadlines are incredibly important.

Although weather delays are not necessarily your fault, or the shipping carrier's fault, they can be incredibly frustrating for customers. However, there are ways that you, as an eCommerce business, can proactively help customers in these situations and create the best possible outcome.

In this article, we will explore six ideas that can help provide an extra level of customer service and support that will show your customers you care, despite the worst mother nature may throw at you.

1. Proactive Customer Communication

Send regular updates keeping customers informed of their package’s progress and estimated delivery date. Keeping customers updated on the status of their shipment will help them feel more in control and provide reassurance their order is still on its way.

Consider sending timely texts, emails, or push notifications with pertinent updates. At Rush Order, we leverage our technology stack to automate these notifications that keep customers up to speed in near real-time. Additionally, offering a customer service phone line for these specific affected customers can be a nice touch. Perhaps a customer will want to quickly replace their order with a faster shipping method and return the current shipment stuck in transit when it finally arrives. Using a little extra proactive communication will ensure your customers feel valued and taken care of throughout the entire order process, regardless of the unforeseen scenarios that may unfold with shipments in transit.

Here is a screenshot of a Rush Order brand's view of exceptions in transit. This gives our eCommerce brand's management team an instant real time view of the issues, and this system automatically triggers personalized notifications to end customers waiting for these shipments.

Another proactive option for communication is to simply include a pop up or banner on your website notifying customers that certain regions are being affected by weather delays. This gives customers a heads up before making their purchase and helping avoid customer service headaches in the coming days.

2. Expedited Shipping

Offer alternative shipping options such as express or overnight delivery, if available. If time is of the essence and the forecast is grim, offer alternate shipping methods when possible so customers can get their items sooner rather than later.

Depending on the size and weight of the item, these types of services may not be the most cost-effective solution in terms of price but will help get products to their destinations faster than standard ground shipping, especially when mother nature inconveniently steps in. As a temporary measure, this can be very effective in the short term, especially when preserving the customer experience is your paramount goal.

One option is to quickly highlight a free shipping upgrade as a pop up or banner on your website. If your website is savvy enough to geo-locate customers' IP addresses, this notification can be limited to customers in the specific weather-affected regions. If your website is not capable of doing this, consider it as a potential project to work on soon in anticipation of next year's holiday season or other important deadlines in your business.

3. Offer Customers a Token of Appreciation

Provide discounts or coupons on the customer’s next order as a way to make up for the delayed shipment. These little "gifts" are often a welcome surprise. Showing your appreciation for your customers’ patience with offers such as discounts or coupons will ensure they keep coming back to shop with you again in the future. As a result, you may ease the pain of the current delay and, with any luck, generate a little loyalty and revenue in the future.

4. Build in Business Continuity Plans

Sometimes the weather can affect the beginning of your shipment's journey. Stocking inventory and shipping from just one warehouse puts your eCommerce business at risk when storms or natural disasters occur. Being able to ship your products from a second or third warehouse location can keep your business running when natural elements affect a given region.

In addition, shipping from a warehouse location closer to each customer will shorten delivery times to make up for delays due to inclement weather. Shipping from multiple warehouses provides the benefit of shorter transit times during normal weather conditions as well, and can also potentially reduce shipping costs.

5. Provide an Intangible Benefit

Similar to offering coupons for future purchases, consider providing customers with an extended product warranty period or more generous returns policies when they are affected by shipment delays. Messaging such as "Your shipment may be delayed, but you can still be confident in your purchase" can again go a long way to pleasantly surprising customers and building loyalty.

6. Deliver Personal Communication

In addition to or in place of the automated notifications mentioned above, consider reaching out directly to customers via phone, email, or social media to personally inform them of shipment delays and offer assistance. This may not be scalable with large volumes, but personally reaching out to customers most affected, or to all customers if the affected list is relatively small, can again create an amazing customer experience in what is otherwise the worst of scenarios.

Parting Thoughts

At the end of the day, proactive communication and demonstrating that you are making an effort goes a long way towards helping e-commerce businesses build trust with their customers, even when snowflakes intervene!

Doing what you can to mitigate any disruptions caused by harsh winter conditions will show customers just how invested you really are in providing solid satisfaction with your brand every step of the way – from purchase all the way through delivery!

Your friends at Rush Order wish you all the best as this holiday selling season wraps up, and we wish you a healthy, happy, and prosperous New Year!

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