Name something more frustrating than receiving a notification saying: “your shipment will be delayed”. Around 40% of customers contemplate the turnaround time or delivery time as one of the most crucial aspects of shipping cycles. However, sometimes due to high order value, supply chain disruptions, hiccups in the delivery route, and mishaps with shipping valets, the international freight shipping estimate can take longer than it should. So, what freight forwarding companies should do to maintain brand reputation and prevent customers from getting disheartened or disappointed?
The answer is “communicate”.
Communicating the extent and reason for the impediment is the only way to get out of this delay dilemma. Wondering why you should let your customers know the progress of your shipment? Well, here’s our answer:
- For one, when the overseas freight shipping rates are relatively expensive, customers deserve to be updated about where their shipment is. If you want to avoid WISMO (Where Is My Order) queries from anxious customers, communicating the delay is crucial.
- Secondly, sending information about shipment delays can increase customer trust. Customers often become doubtful about receiving their order when their cargo is in transit. During times of delays, conveying the updated turnaround time can restore customer trust by leaps and bounds.
- Lastly, shipping delays are atrocious for a brand’s reputation. If you want to show your customers that you care, communicating the shipment delay can save your brand image and establish you as a credible freight forwarding company.
Ways to communicate shipping delays
- Integrated Shipment Dashboard
Having a configured dashboard can be a brilliant way to manage all the orders and shipping activities from a single platform. Whether it is about the dispatch status or the delivery routes and distinct delivery hubs, the shipment dashboard can review almost anything and everything.
Emails are one of the most professional mediums to communicate shipping delays to your customer. You get enough space to provide detailed information about the orders. Send confirmation emails or include critical information about the price of the goods, shipping taxes, order status, delivery address, and order number.
Short messages on phone are a handy option for immediate response. You can also use the links to direct these messages for more detailed information like reasons for delays or time for shipping carrier delays.
- Social Media
Social media is another intuitive channel that can facilitate you to communicate delays to your customers. If you have the luxury, you can also send coupon codes for the delays so that the customers can avail of them on their next shipment.
Pro Tip: If you want to avoid shipping delays, the best way is to set realistic expectations. Set a buffer period and if there is a high possibility of experiencing delays during a certain period like the peak holiday season, be practical and let your customers know what to expect.
It’s a wrap!
In the high-octane landscape of logistics, shipping delays are inevitable. If you deal in cargo more often, keeping in touch with an international shipping consolidator is the key. However, if you are a leading freight forwarding or logistics company that ships on a regular basis, ensure to communicate shipping delays to your customers.
About 83% (i.e. more than three-quarters of shoppers anticipate regular communication regarding their orders. At JMY Cargo we believe in transparency. Shipping delays can occur; however, we ensure to adopt a proactive and unclouded approach to communicate the delays to our clients because positive customer relationships are everything we thrive for.