Our internal data shows that 15 per cent of failed deliveries are due to incomplete or inaccurate addressing, out of which we can identify and correct 60 per cent of the addresses with our proprietary technology solution. This not only hurts customer experience but equates to a significant customer service expense for delivery services, both when considering the cost of failed deliveries and in the price of resolving address inaccuracies. Every unsuccessful delivery mandates the delivery associate to reattempt later, which adds to the cost. Would you be able to quantify money lost due to logistical issues with delivery/incorrect addresses?įor logistics and e-commerce companies, inaccurate delivery addresses are a severe issue since they result in non-deliveries, redelivery attempts, costly address validation intervention, and intensive customer service. This collaboration will make the whole process of order fulfilment a lot more seamless for our online merchants or the end consumer too. By pairing our proprietary solutions with what3words, it will further enhance and augment our capabilities. Therefore, to help improve last-mile delivery and order delivery accuracy, Ecom Express uses a sophisticated AI-driven location intelligence platform that identifies and tags each address with a score that captures the likelihood of successful delivery. With faster delivery expectations and growing competition, businesses will need to maximise resources to fulfil consumer expectations. With the year 2020 creating disruptions not just in our everyday lives and the sudden spurt in e-commerce made the last mile challenges more acute than ever. The last mile is the most complex stage in the entire e-commerce fulfilment journey and often amounts to the highest costs of an order journey to the customer. How will this partnership with what3words help you eliminate the challenges faced in last-mile deliveries? We endeavour to constantly expand our digital capabilities for the enhanced customer, and it is precisely for this reason that we collaborated with what3words, who, with their new-age technology, enhances our effort with an additional level of precision to offer a better customer delivery experience and even more ways to save time and attempts. Written addresses often contain anomalies such as incorrect spellings, incomplete locality information, poor explanation of landmarks, etc., which impacts deliveries. ![]() The address system in India is relatively unstructured, especially when we talk about Tier-2/3/4 cities. However, in e-commerce fulfilment, customer experience is appended to smooth doorstep order delivery which mandates correct addresses. At Ecom Express, we realised that to cater to this growth we need to increase our footprint in the hinterlands. ![]() Therefore, last-mile delivery has evolved in tandem with this growth. ![]() The growing number of shoppers and the rise of social commerce have driven e-commerce growth. In the last half-decade, with demand growing more than ever, the Indian e-commerce industry has been gaining from the demand generated out of Tier III/IV cities and beyond. We spoke to Amit Choudhary, Chief Product & Technology Officer, Ecom Express on how they are leveraging digital technologies to ensure seamless customer delivery experiences Why did you decide to partner with what3words in India? It is therefore important for fulfilment companies to ensure smooth deliveries for customers in these cities. A big part of the growth in the Indian e-commerce industry has come from Tier III/IV cities and beyond.
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