Ecommerce businesses have come a long way in terms of customer experiences. Advancements in technology and internet speed have opened up many doors that once seemed like a distant dream. The ease of access has allowed developing countries like India to jump on that bandwagon. While a lot of this development results from government policies, logistics aggregators in India have also majorly contributed to the current ecommerce landscape.
The sheer market size is proof of the great heights ecommerce will reach in the coming years. The D2C (direct to customer) and ecommerce market will break all previous records, and logistics aggregator will be one of the critical driving forces behind that. A recent report stated that the Indian D2C market will reach $60 Billion by 2027. And according to IBEF, the ecommerce market in India is estimated to reach $200 Billion by 2026.
Burning Questions
So what are the factors fuelling this growth? Why is this change happening? Who is responsible for driving this change?
To answer the first question, the changing patterns of purchasing and spending, the ease of access to information and resources, and the increase in internet users in India are fuelling this growth.
For the second question, we look at the logistics aggregators in India – who are enabling businesses to reach every doorstep of the country and elevating customer satisfaction and experiences to a level that only allows room for more business opportunities.
To answer the third question, which is more of an extension of the second, one needs to look at several factors at how logistics aggregators are elevating the customer experience.
Pushing Factors
Having a logistics aggregator helps streamline your ecommerce business. It helps lower your costs, deliver your products more efficiently, manage your inventory, order fulfillment quickly, and elevate the post-purchase experience of your customers. Let’s take a look at how customer experiences are improved by logistics aggregators in India.
Greater, Better Reach
Unlike earlier times, modern-day logistics aggregators can overcome geographical barriers more easily. Logistics aggregators have a list of carrier partners to serve crores of buyers across the country. These partners have an extensive network and a ground fleet that can extend their service almost anywhere. They have a solution to reach everywhere, starting from the apparent tier 1 cities to the remotest places in the country. Serving the tier 2 & 3 cities has been beneficial for brands that face the competition and saturation of the urban market. This means even the person who stays in an area with poor transportation connectivity can place their order, and a company will deliver it. It’s a win-win situation for both the customer and the business.
My Order, My Way
Brands try to create value through increased customer loyalty, better servicing and creating a strong identity. Customers prefer a brand that offers them the right product at the right time – which, in the age of ecommerce, it’s the customer’s choice. Logistics aggregators in India offer expedited delivery options to their customers to smoothen out this experience. Offering product delivery in a few hours or same/next day delivery has fueled impulsive buying behaviour, which is good for businesses. Packaging also plays an important role, with aggregators offering customized packaging to the clients. Nothing excites a customer more than to see their order delivered to them with impeccable branded packaging.
Call Out My Name
Personalization is the key to a customer’s heart. Logistics aggregator brands have understood that. And that is why they offer businesses personalised solutions. Brands can share personalised discounts or club different products for a set group of customers. There are logistics aggregators in India that provide fulfillment services also. This helps brands amplify their reach to different parts of the country and serve their customers. Businesses use omni-channel communication for seamless customer service. Brands provide live order-tracking notifications to keep their customers informed. Customers get notified via SMS, emails, and WhatsApp notifications for every stage of the order & shipping process. This improves the trust and transparency between the customer and the business.
Wrapping It Up
To further explain how logistics aggregators in India help elevate the customer experience, here is an example.
A small business based out of Assam dealing in electronic products can send orders to customers in Maharashtra in just one day with the help of fulfillment centers. The business can choose the mode of transport, and the courier preferred in that area for better serviceability. The customer knows the tentative date and time of the order delivery. By chance, if the customer is unavailable, they can reschedule the delivery as per their preference. This way, the customer gets the product and is satisfied with the brand for providing solutions for their problem.
And in case there is further delay, or the customer refuses the order, the business gets the product back safely to the warehouse without incurring a significant loss.
Now you know how by facilitating ecommerce businesses reach farther, better and faster to consumers, logistics aggregators in India are elevating customer satisfaction and experience.
