E-Commerce Fulfillment Trends
The worldwide pandemic changed the way US consumers shop. Buying online and picking up in store or curbside is common and everyone expects free shipping. It’s been a game changer for e-commerce companies.
As buying moved online, the customer experience became virtual as well. Product information, an efficient ordering (and returns) process, and remote communication options like inbound call centers and web chat are more important than ever, both pre and post sale. Businesses need to successfully integrate across multiple e-commerce platforms and manage inventory in real time.
If businesses don’t have those capabilities, they need to find a full service fulfillment company that does. Outsourcing fulfillment can solve other non- technical challenges too, like finding trained labor to pick and pack products, and taking advantage of the most economical ways to ship them.
At times, large carriers like UPS and FedEx were unable to keep up with demand. Working with an integrated fulfillment company can help mitigate those risks, especially if marketers and manufacturers sell larger items that need Final Mile or White Glove service.
All of this comes down to increasing customer satisfaction. That’s nothing new but how it gets done is evolving rapidly.