Expectation mismatch on service experience touchpoints
As more consumers participate in the on-demand economy andincreasing shipment volumes put pressure on e-tailers, maintainingcustomer service quality is critical. The survey data reveals asignificant 10% gap between how SMEs rate their own e-commercecustomer experience and how consumers view it. The biggest gapsappeared in having an efficient returns service (13%) and access tocustomer support (11%).
Deliveries taking too long is the number one pain consumer point(53%) followed by handling returns (42%). Consumers typicallyexpect delivery within three days to one week, but clearly there isa desire for delivery to be at least more reliable if notfaster.
Too few experienced people for too many jobs
While the future looks bright, 65% of e-tailers reported they werestruggling to handle the growing number of orders they werereceiving. Amid surging demand talent and recruitment has provenchallenging for SMEs. A further 73% had experienced extremely highlevels of resignations over the past 12 months as the global GreatResignation phenomenon has impacted the region. 62% believed therewere too few people for too many jobs with e-commerce marketing andsales experience being most in demand. SMEs are adopting a dualapproach in response, recruiting talent from outside their businessand upskilling current staff through training to meet demand in atight employment market.
Logistics providers are here to support
FedEx is supporting the future growth of e-commerce across AMEAwith a dual focus on meeting the needs of e-tailers, and theirend-consumers. For e-tailers FedEx provides simple, streamlinedsolutions which make order fulfillment easier. While for theend-consumer, the priority is to provide speedy, reliable,trackable delivery, that enhances overall service experience.