{"id":20797,"date":"2021-11-10T10:35:07","date_gmt":"2021-11-10T09:35:07","guid":{"rendered":"https:\/\/dossetenta.com\/sendcloud\/"},"modified":"2021-11-10T10:35:07","modified_gmt":"2021-11-10T09:35:07","slug":"sendcloud","status":"publish","type":"post","link":"https:\/\/dossetenta.com\/en\/sendcloud\/","title":{"rendered":"Sendcloud – Something you can be better at than Amazon!"},"content":{"rendered":"Tiempo de lectura:<\/span> 4<\/span> minutos<\/span><\/span>

A few days ago, I wrote an article on LinkedIn<\/a> where I discussed the importance of customer experience. You can see it here<\/a>, but don\u2019t go too far because the key to being better than Amazon is given below.<\/p>\n

Summarizing our LinkedIn article<\/a> (which inspired this post)<\/strong><\/h2>\n

In the article, I mention that our patience has run out and that to generate recurrence we need a great customer experience<\/strong>. Purchase recurrence is what any business wants and needs. And if your product or service is more of a one-time purchase, it doesn\u2019t matter because what you\u2019ll look for are recommendations, and you\u2019ll get them in the same way: through an excellent customer experience. In the cited article, I give some tips on designing that experience, although it\u2019s a complex topic that requires time. The most important thing is to understand that the experience is every interaction your customer has had with your business, before, during, and after purchasing from you.<\/strong><\/p>\n

Amazon’s problem (our opportunity)<\/h2>\n

Communications regarding shipping from logistics companies. Let me explain. You\u2019ll surely relate.<\/p>\n

Moment 1<\/h3>\n

You receive an email from Correos saying your order has been shipped and that you can track it. You open it, but it doesn\u2019t specify which order it refers to. We are so used to making small orders that we don\u2019t know which item the email is about. This frustrates us because something excites us more than the other. Damn, I can\u2019t even remember everything I ordered. So you go to the Amazon app to check the shipments. Still unclear.<\/p>\n

Another problem is that the communication is not from Amazon<\/strong>, it\u2019s from an external courier company that I never chose. However, they contact me. The logo and name belong to another company. In other words, in my customer experience, another company is involved. This doesn\u2019t only happen to Amazon; it happens to most e-commerce businesses because tracking and delivery emails are not from the business they purchased from.<\/p>\n

Conclusion moment 1: You frustrate your customer, waste their time, and another company communicates with them.<\/strong><\/p>\n

Moment 2<\/h3>\n

Finally, the product arrives. Now you know what it is, and you get an email from the transport company saying it has been delivered.<\/p>\n

Conclusion moment 2: You are missing opportunities to communicate with your customer about other things of interest. For example, a giveaway you have active on Instagram.<\/strong><\/p>\n

Moment 3<\/h3>\n

What you purchased doesn\u2019t fit or isn\u2019t right, and you want to return it. Here it\u2019s difficult to beat Amazon, but at least you need to match them if you want success.<\/p>\n

Sendcloud<\/h2>\n

I discovered the solution a year ago, and it\u2019s called Sendcloud<\/a><\/strong>. It has several advantages such as integrations with the most popular CMSs<\/strong> and almost effortless negotiation with many shipping companies to provide more flexibility in deliveries. I will focus only on the two benefits that I consider key for customer experience and that relate to the moments described above.<\/p>\n

Allows you to design your own tracking emails<\/h2>\n

\"sendcloud\"<\/p>\n

No one gets frustrated. Thanks to Sendcloud, your brand takes the spotlight, and you can use communications for different actions. For example, to do cross-selling<\/strong>, gain followers<\/strong>, or conduct a survey when delivering the order.<\/p>\n

\"sendcloud\"

sendcloud
<\/p><\/div>\n

Offers easy return processes<\/h2>\n

I know, you don\u2019t like returns, but the reality is it can happen to anyone, and if the process is great, they will buy from you again<\/strong> because you will have removed the main barrier: annoying returns. As explained in the LinkedIn article, the focus should be on customer experience, and this experience is not only about purchasing but also about returns. In e-commerce, we could talk about writing handwritten notes, designing super-original packaging, giving a birthday discount, etc. Creativity has no limits when designing the best customer experience. Creativity and, of course, active listening.<\/p>\n

\"sendcloud\"

sendcloud
<\/p><\/div>\n

Some relevant data supporting the described problems and solution: Source: E-commerce Study 2020\/2021 conducted by Sendcloud<\/a><\/strong> in collaboration with Nielsen. You can download the full report here<\/a>.<\/p>\n