The online shopping industry has been growing at an incredible rate, and so have eCommerce challenges. As a retail business, keeping up with customers' demands while ensuring products get delivered fast and without damage to meet customer expectations is hard. 

That’s why third-party logistics providers can be an excellent option for businesses looking to add some additional hands on deck and scale their business to better serve their customers – both returning and new ones. 

If your business is considering partnering with a 3PL partner but aren’t sure if they’re the right fit for your needs, this article is for you. Learn more about common eCommerce issues other businesses like yours are facing and how outsourcing your logistics to a 3PL provider may solve your challenges. 

The challenge: Delivering an omnichannel customer experience that meets high expectations

An online retailer's biggest problem is achieving an effective omnichannel customer experience. Customers expect they can reach out to your brand through any number of touchpoints, such as your website, phone, email, social media, your store, and more. All of these touchpoints need to be unified and provide a consistently excellent customer experience. 

What can you do if your customer experience is less than satisfactory? Create an omnichannel strategy that considers your customers’ needs and expectations when it comes to technology. 

Your strategy may want to consider: 

• The key channels your customers use to communicate with your brand 
• How your customer experience can be improved in these areas (online chat, automated responses with FAQs, etc.) 
• Tracking to better understand how your customers use these channels and what information they frequently look for – so you can anticipate these needs and meet them before they even have to ask 

The challenge: Standing out from the vast competition – in a good way 

eCommerce is one of the most competitive industries and establishing a brand that stands out from others is hard work. Variations in different parameters — costs, service, supply chain operations, and more — can make a huge difference for customers and can help you stack up against the competition. 

How can you stand out in a good way? Leverage competitive analysis and market research to develop a comprehensive digital marketing strategy. 

Oftentimes for eCommerce brands, this means investing in promotional offers to help create a better brand presence and keep customers coming back for more from you and only you. On average, in today’s market, online businesses with customer loyalty programs are 88% more profitable than those that do not offer these programs. 

The challenge: The need to refresh sales strategies but limited expertise in how to do so 

Sure, you might know your sales strategies aren’t cutting it, but what do you do when you don’t know where to turn? In the ever-evolving and quickly changing work of retail sales, keeping up with your competition and even getting ahead can seem nearly impossible without insight into your customers’ behavior and buying patterns.

‍How do you improve your sales strategy when you don’t know anything about your target audience? Consider offering your products in prominent marketplaces that already have established buyers like Amazon, Etsy, and Faire. 

These eCommerce sites already have a vast network of buyers, so pitching and branding your product becomes somewhat easier and gets in front of more eyes faster. A 3PL partner can help you understand which channels are best for your business and support getting your products placed on each. 

In addition to platforms that support your strategy, having a team of experienced professionals to provide recommendations and answer your questions is key. ShipDaddy’s team of experts offers strategic consulting for all of our partners. We invest in your success just as we do our own. 

The challenge: Maintaining customer loyalty

Without customer trust and loyalty, your business is bound to struggle. But, acquiring and maintaining customers requires massive effort and ongoing upkeep. 

eCommerce businesses often face a challenge in building customer trust and loyalty because sellers and buyers don’t know or can’t see each other. This makes interactions less personable and feels too transactional to keep customers coming back. 

How can you build trust and loyalty with first time buyers? Make sure your customer service processes are effective, from ordering online to shipping and follow up. 

Work with a 3PL provider who is familiar with your industry to ensure your operations are buttoned up and check every box for customer satisfaction. 

The challenge: Managing product returns and refunds

This may be the most common headache we hear from eCommerce brands handling logistics in-house. A survey by comScore and UPS found that 63% of American consumers check the return policy before making a purchase, and 48% of consumers would shop more with retailers offering hassle-free returns.

How can you ensure you’re meeting customer needs in this department without compromising? While you can't always avoid returns happening, you can ensure you have return and refund policies that customers want to see. 

Be transparent, speak clearly in your policies, and take the guesswork out of your operation. 

Turn your challenges into new opportunities

While you can’t always avoid the inevitable – customers having problems, shipments getting delayed/damaged, or returns occurring – you can ensure that your customers are met where they’re at and fully satisfied with their experience engaging with you. 

If you’re ready to turn your challenges into new opportunities, ShipDaddy is ready to run headfirst into endless potential for your business, too. Connect with our experts today to learn more about our services and how they can best support your business. 

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