Tag Archives: customer experience

6 Cross Border Customer Experiences Online Shoppers Expect

Author: Jennifer Dunn  |  December 18, 2018
cross border ship internationally

Global buyers are buying from retailers outside their own country or region. According to PayPal’s 2018 Cross-Border Consumer Research Report, 25% of online buyers around the world made a purchase from a retailer in the U.S. Cross-border shoppers purchase based on elements like price and product availability. But studies have shown that shoppers are looking for signs of trustworthiness from online retailers before clicking “Buy now.”

As global markets mature and eCommerce gains in popularity, more and more shoppers are making purchases across borders. So what exactly are online shoppers looking for when they make a purchase from an international retailer? And how can you attract these shoppers and keep them coming back for more?

1. Choice

PayPal’s report found that 38% of all online shoppers shopped cross-border to find items that they couldn’t purchase domestically.

A KPMG report found that 15% of U.S. shoppers, who are among the least likely demographic to buy from international retailers, still go across borders in order to obtain products that are unique or specialized.

PayPal’s report found that 38% of all online shoppers shopped cross-border to find items that they couldn’t find domestically.

2. Price

Not surprisingly, online shoppers shop based on price. PayPal’s report found that nearly half, 44%, of online shoppers make purchasing decisions based on price (shipping included.) According to PayPal, three quarters of buyers would prefer to pay in local currency, and 60% of those who don’t see that option report looking up exchange rates before making a purchase.

3. Localization

The 2017 Pitney Bowes Global eCommerce Report found that 72.4% of consumers are more likely to make a purchase when the website is in their own language.

Perhaps not surprisingly, shoppers in developed markets like the US, UK and China express a stronger preference for localized online stores.

For example, what do you call it when you buy something online but pick it up in person? In the U.S., that’s “In Store Pickup.” In the UK, it’s “Click & Collect.” Use the wrong language on your website and you end up with confused customers unsure of how they’ll ultimately take possession of their order.

As eCommerce networks are built out globally, though, we can expect the trend toward localization to grow as online buyers have more purchasing options in their own local languages and lexicons. That’s why we 😉 suggest working with a partner like ShipperHQ who understands the nuances of shipping across borders.

4. Refund policy & ability to return

A UPS consumer survey showed that 66% of online shoppers take an online store’s return policy into account when making a purchase. They found that online retailers earned customer trust when it came to returns by:

  • Specifying a return and/or exchange period
  • Specifying a warranty period
  • Providing pre-printed return labels with the shipment
  • Providing clear and upfront information about the store’s return policy

Be ready, though. A recent BBC article reported on the phenomenon of shoppers ordering multiple items of clothing online and sending the majority of the purchase back. While this is a win for the personalized and comfortable in-home shopping experience, keep an eye on this trend and build it into your pricing accordingly.

5. Payment Options

Depending on the market, your buyers may prefer payment methods you haven’t considered. According to Pitney Bowes, only about 30% of eCommerce transactions in Germany are paid for by credit card. Indian buyers have a strong preference for cash on delivery when making purchases. Be sure to research preferred payment methods as you develop new markets.

6. Seamless Checkout Process

It’s easy to lose a customer at checkout. Checkout best practices include requiring your customer to fill out as few fields as possible, while collecting the information you need. This includes providing a guest checkout option so your customer doesn’t have to pause during the order process to create an account.

Also keep in mind that addresses come in different formats depending on the country. Include the correct address fields for your customer’s country to avoid confusion. A few tweaks to simplify your checkout will help you avoid cart abandonment by your international customers.

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6 Clever Ways to Offer Free Shipping to Customers

Author: Jennifer Dunn  |  December 4, 2018
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More and more, online buyers have come to expect perks like free shipping. And many will shop around if your store doesn’t offer it. In fact, a PayPal study found that 43% of shoppers abandon carts because they feel shipping charges are too high.

On the other hand, offering free shipping can eat into your already slim retail profit margins.

Thankfully, there are clever ways to configuring your eCommerce shipping strategy to alleviate the cost of free shipping. You can get all the benefits – and the competitive advantage – of offering free shipping to your customers, without jackhammering your profits.

Here’s how:

1. Limit Free Shipping to Certain Locations

Limit your free shipping by geography. Shipping to Alaska, Hawaii and across borders for example, is generally more costly than shipping to the contiguous 48 states, so you may want to save your free shipping offer for the people in your country or region.

How to limit free shipping to a certain zone: You can easily set a Carrier Rule in ShipperHQ to limit free shipping.

Read our guide on “How to Set Free Shipping for a Specific Zone” here.

2. Set Promotional Thresholds

As shoppers, we’ve all run into online stores offering “Free shipping on purchases over $50.” Why not be that store? The threshold persuades shoppers who may have visited your store for one thing to add extra items to their carts, and ensures you make enough profit on the sale to cover the cost of free shipping.

How set promotional shipping thresholds: In ShipperHQ, you can set promotional thresholds in just a couple minutes by adding a new Filter and Carrier Rule.

Find out how either by checking out our step-by-step guide on “How to Offer Free UPS Ground Shipping on Orders Over $X” or by watching this quick walkthrough.

3. Limit Free Shipping to Certain Products

Offering free shipping on a refrigerator is likely going to cut into your margin on said refrigerator, and on other sales besides. Be sure to limit free shipping to lightweight products.

How to limit free shipping to certain products: Login to ShipperHQ and create a “Shipping Group.” From here, you can exclude any product(s) you want from any free shipping promotions your store offers.

Read all about “How to Exclude Certain Products from Free Shipping on Orders Over $X” here.

4. Offer Free Shipping to Certain Customer Groups

They say you’re not supposed to pick favorites. But honestly, segmenting customers can be a great way to reward frequent buyers, long-time customers, big spenders, customers in a certain geographic location, or any other customer group to whom you’d like to offer free shipping.

How to offer free shipping by customer group: Most eCommerce platforms allow you to segment customers into Customer Groups.  Once you’ve segmented your customers in the backend of your preferred platform, you can then set up a Carrier Rule in ShipperHQ.

Find our step-by-step guide on “How to Set Free Shipping for a Specific Customer Group” here.

5. Delay Free Shipping and Incentivize Faster Shipping

Chances are your customer wants their order yesterday. One strategy to keep shipping costs from getting out of hand is to offer free shipping on slow and low cost methods like economy and ground (and even delay the dispatch on these goods), but charge as usual or even add a surcharge for two-day or next day shipping.

Why a surcharge? Keep in mind that many customers need their item as quickly as possible, and adding a surcharge to faster shipping will help defray the cost of offering free shipping to customers who don’t mind receiving their items at a snail’s pace.

How to add a surcharge to certain shipping methods: ShipperHQ allows you to easily set surcharges on certain shipping methods.

Find out how in our “Use a Carrier Rule to Mark Up a Specific Shipping Method” guide.

6. Pay Attention to Dimensional Shipping

Size matters. The size of the box you ship your product in, that is. To save money on dimensional shipping, instruct your pickers and packers to use the smallest box or packaging unit available for the order. And try to pack multi-item orders into one package whenever possible. You’ll automatically save on shipping when you use the smallest size boxes and the least amount of cartons.

How to maximize savings with dimensional shipping: ShipperHQ’s Dimensional Shipping Advanced Feature can guide your pickers and packers to the right box for every shipment, a feature that most eCommerce carts built-in shipping lacks. Turn on Dimensional Shipping in your ShipperHQ account to achieve more accurate shipping rates especially when getting rates from carriers like UPS and FedEx or when using USPS Flat Rate boxes.

Read our “Setup Dimensional Shipping/Box Packing” guide to find out more.

Are free shipping costs battering your margins?

Try a 30-day free trial of ShipperHQ and let us get you back in the black.

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2018 Holiday Shipping Cutoff Dates

Author: Jennifer Dunn  |  November 29, 2018
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For online retailers, ’tis the season of good cheer and record profits, but also of stressed out gift-calendargivers who want to make doubly sure their packages arrive by December 24th.

To help you plan your holiday shipping strategy, we’ve compiled this list of holiday shipping cut off dates to ensure that Santa’s gifts don’t accidentally show up on December 27th.

Please note: This blog post should be used as a guideline. Shipping cutoff dates and transit may vary depending on factors like origin, destination and product mix. These dates apply to U.S. to U.S. shipments only. Delays may apply to shipments to Alaska or Hawaii.

UPS

UPS recommends shipping by these dates for your shipment to arrive by December 24th.

Service Shipping Cutoff Date
UPS Ground Monday, December 17- December 21 (depending on shipping zone)
UPS 2nd Day Air Thursday, December 20
UPS Next Day Air Friday, December 21

You can download the full UPS holiday shipping schedule here.

USPS

The USPS recommends shipping by these dates for your shipment to arrive by December 24th.

Service Shipping Cutoff Date
USPS Retail Ground Friday, December 14
USPS Priority Mail Service Thursday, December 20
USPS First-Class Mail Service Thursday, December 20
USPS Priority Mail Express Service Saturday, December 22

For shipments to Alaska and Hawaii, the USPS recommends shipping by December 20th when shipping First-Class Mail Service or Priority Mail Service, and shipping by December 22 when shipping by Priority Mail Service. You can read more about the USPS holiday shipping cutoff dates here.

FedEx

FedEx recommends shipping by these dates for your shipment to arrive by December 24th.

Service Shipping Cutoff Date
FedEx SmartPost Monday, December 10
FedEx Home Delivery Monday, December 17
FedEx Ground Monday, December 17
FedEx Express Saver Wednesday, December 19
FedEx 2Day and FedEx 2Day A.M. Thursday, December 20
FedEx Standard Overnight, FedEx Priority Overnight and FedEx First Overnight Friday, December 21

You can find the full list of FedEx shipping cutoff dates here.

Frequently Asked Questions about 2018 Shipping Cutoff Dates

Will UPS, the USPS or FedEx deliver packages on Christmas Day 2018?

UPS Express Critical Service is available on December 25th. FedEx SameDay City Direct, FedEx SameDay City Priority and FedEx SameDay are available on December 25th. The USPS will deliver Priority Mail Express on Christmas Day.

What are the 2018 holiday cutoff dates when shipping internationally?

This depends on factors like carrier availability and the country or region to where you are shipping.

What are the 2018 holiday cutoff dates to ship to someone in the military/an APO address?

Dates vary, but the latest cutoff date listed by the USPS is December 18. See the USPS page on military shipments for a full list of 2018 holiday shipping cutoff dates to APO, FPO and DPO addresses.

Need shipping help?

ShipperHQ calculates dispatch and delivery dates right in checkout, so your customers will always know which shipping option to choose to ensure their delivery arrives on time. This cuts down on abandoned carts and anxious customer service requests from shoppers who want to create the right holiday memory. Try a 30-day no-risk free trial of ShipperHQ today.

We wish you good luck and swift shipping speeds this holiday season. Do you have any other questions about the 2018 holiday shipping cutoff dates? Let us know in the comments.

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