Your Packages are Being Consolidated: What to Do When Logistics Companies Can’t Bend Anymore

by Tomas Diaz

The shift to online shopping is one to be expected, however, the acceleration of its adoption from the pandemic was something no forecast could have predicted. Because of this, retailers and logistics companies are struggling to meet these rising demands, often leaving customers wondering where their order is.

Although hard to imagine, logistics companies have a capacity for the number of packages they can deliver, and they are quickly approaching that ceiling. In light of this, UPS has recently told its drivers to stop picking up packages from certain retailers once their capacity has been reached.

So as a retailer, what do you do in the wake of a logistical overload? Here are 4 ways to ensure your customers receive their goods.

1. Be Ahead of the Curve

Knowing that the holiday season brings an influx of transactions, retailers should make efforts to get customers to shop earlier. By encouraging customers with better offers or freebies, retailers can effectively spread out the influx of orders that come in closer to the holidays. This stability in order volume will allow for better delivery windows and less stress placed on the supply chain.

For those that don’t shop earlier, retailers should emphasize their shipping deadlines, making them both clear and earlier if possible. Many retailers have included their purchase deadlines as a banner on top of their webpage, like Abercrombie and Target. Once this date elapsed, they switched their banner to a buy online pick up in-store banner, or BOPIS. This alleviates some of the hassle of logistics companies trying to expedite last minute orders while also setting realistic expectations of when items will be delivered to customers.

2. Encourage Customers to Come In-Store

An obvious, yet often overlooked, means to avoid logistics overload is to encourage customers to come in store to shop. Similar to getting customers to shop earlier, offering special in-store only offers and freebies is a great way to encourage customers to shop brick and mortar. This tactic also increases the likelihood of increased revenue through add-on purchases as a customer makes their way to checkout.

3. Clearly Communicate Delays

When delays are inevitable, communication is key. Customers want up to the minute updates on the status of their deliveries if possible, and one way to ensure this is through order tracking communications.

Being that the order tracking page is the most frequently checked communication, why not maximize its reach? These communications can take a customer’s experience to the next level by offering personalized offers and messaging directly in the email itself.

4. Diversify Pickup Options

To alleviate some of the burden of direct shipping, consider offering additional pickup options such as BOPIS and curbside. Timely deliveries are key to customer satisfaction, in fact, 45% of customers abandon their carts because of unsatisfactory delivery options. By offering different options, customers can ensure they will receive their package in a timely manner while allowing them to be in control of the transaction.

The Early Bird Gets the Worm