The pandemic changed the way we sell and buy and sellers had to transform so that the customer experience was as good as in the physical store, or better. Logistics was not a minor issue and among the most important issues for buyers were:

delivery time

Complete delivery of the product

The specifications of the product, the place of delivery and the exact time at which the product is required

billing

An estimated 30% of global shoppers expect products they order online to arrive within 24 hours, while the number one factor globally they would change is faster delivery, which came out on top with 11.2% of the votes.

Federico Aon, director of Commerce & Industry at Snoop Consulting, maintained that businesses were not prepared to handle the volume of sales that occurred. “There are no logistics companies that had adequate systems, and those that sold did not have integrated systems,” he said, adding that to satisfy demand, the automation of the process is needed, which does not yet exist in Argentina.

Faced with this lack of systems, a report recorded that, on average, in LATAM 42% of consumers had a negative experience when purchasing online. The main reasons were problems with the product, delivery times and difficulty in receiving or communicating about an order.

In relation to them, reverse logistics It becomes a fundamental factor that companies must pay attention to. It refers to the stage of the supply chain that takes place after the delivery of the merchandise or product to the end customer, the objective of which is to return the product from the customer to the distributor or supplier. According to a study conducted by Zebra Technologies, order returns are a complex challenge for 83% of retailers in Latin America.

Another report indicates that the returns experience affects the purchasing decision of 73% of consumers at a global level, impacting sales rates and brand positioning.

Not only quality and time are taken into account, but also how to make the customer's experience exceptional through a personalized service taking into account the criteria important to them, making them feel satisfied and thereby achieving brand loyalty. Thinking about this allows us to understand the value that transportation provides, taking into account that today logistics is carried out globally and not only the manufacturing process when creating a product generates value, it will also be essential to consider various criteria based on the needs of the end consumer, such as:

The speed with which ordered products are on sale

The prices at which they are offered and their customization.

“We understand how important the logistics process is in customer satisfaction and service and, in the same way, for the growth of the company or brand,” Aon concluded.