Providing a superior customer experience is critical in these times, particularly for direct-to-consumer brands. To ensure customers receive the appropriate communications and assistance leading up to purchase, data-driven technology is a must-have for brands that intend to remain in business, according to an article in Multichannel Merchant.
There are three ways in which brands can implement technology that can help streamline and control the customer experience—particularly during the last mile. First, the article suggests that marketers focus on last-mile visibility by communicating to customers through providing transparent, real-time tracking and accurate ETAs. Consider using digital proof of delivery and chat tools to enhance the experience, which will boost security and trust.
Secondly, COVID-19 has made the delivery of products contactless, which creates even more distance between brands and their customers. Digital communications, including social media, can be helpful to keep the lines of communication open. Lastly, with delays and delivery failures increasing as a result of broken logistics supply chains, AI-driven communications surrounding delivery dates and supply are paramount to maintain—and ideally increase—brand loyalty. For more on technology solutions for D2C marketers, read more in Multichannel Merchant.
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