Although e-commerce has grown in recent years, new omnichannel behaviors of consumers can now be observed. Therefore, companies must consider more mechanisms that meet their demands and needs.
More than two years have passed since human reality took an unexpected turn with the global health emergency. A situation that, without a doubt, accelerated the planning and strategies of the entire business since purchases began to be made from the comfort of home.
This increase in electronic commerce has caused those in charge of the supply chain industry to continue implementing technologies that provide them with solutions and improvements from delivery times to customer relations, and what has been of greater relevance, care in the impact of the environment.
A study carried out by Euromonitor ensures that electronic commerce in Chile will increase 32% in the next five years, which will represent 21% of the growth in retail sales.
“We are dealing daily with a community that prefers comfort over quality. The implementation of new technologies is, without a doubt, the best support to satisfy today, more than needs, the demands of our clients who, from what we have experienced, will keep their practices in electronic commerce on the rise”, says Jaime Dacaret, Manager General DHL Express Chile.
Precisely, the Santiago Chamber of Commerce shared a study in which it was confirmed that at least 73% of those surveyed will resume purchases in physical stores, but will keep purchases in digital channels the same. Meanwhile, 14% responded that they will only use online stores. For its part, 10% will return to purchases in physical stores and will leave digital channels.
Safety and sustainability
For consumers, it is essential that a company provides them with security, timely responses to their purchases and protection of their data when buying online.
Likewise, today more and more people have become aware of what they consume and how the companies they buy from work. This is due to the climate change that the planet is experiencing. It is for this reason that companies in the logistics sector have implemented transport options that emit less or neutralize CO2 emissions.
“From DHL day by day we strive to care for our planet and we know that our customers value it. Without going too far, we recently made an investment of USD 600,000 to bring a new fleet of 12 electric vehicles to Chile. Our commitment will always be to reduce pollution”, highlights Dacaret.
Internationalization: a path that needs logistics
Every company wants success for its e-commerce and when it decides to internationalize the business, much more. This is where logistics play a fundamental role.
In that sense, for international logistics to be successful, the supply chain must be effective. And what does this imply: the operational, commercial and legal systems must be fully taken care of. DHL explains point by point how to successfully take your business abroad.
- To plan: When making the decision to internationalize the business, beyond the products that are going to be imported, it is important to know the restrictions and regulatory procedures that may impact said product.
- Foreign trade: It is important to investigate and know where you want to expand the business. Drawing up a plan specifying the destinations that will be covered over a certain period of time can be a good start.
- Delivery times: The main requirement of users is the time in which their purchases will arrive. Informing the customer of everything that is required at the time of shipment is important, in addition to providing tools to track the path of their package to generate greater confidence.
- Insurance: On many occasions, shipments made internationally can suffer damage, so evaluating and preventing these situations is necessary to provide rapid responses.
- Customer satisfaction: If things don’t go the way the company and customer planned, offering to return a product at the company’s expense can help build customer loyalty. Discount coupons or details that show the company’s interest in improving your experience could also be considered.
“At all times the consumer experience is key. All the details count, such as prompt delivery, safe and innovative packaging and also a letter or message of thanks to humanize the interaction with the user”, concludes Dacaret.
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