UK parcel delivery providers must adapt to mobile ‘super shoppers’

New research conducted by eBay and Deloitte has discovered that mobile technology has transformed the way in which people purchase goods, creating a ‘new breed’ of super shopper, reports Internet Retailing.

The report points out that retailers must meet the changing needs of this new demographic – which accounts for 70 per cent of UK retail spend – but UK delivery providers could also need to modify their services to accommodate these new mobile shoppers.

According to the survey, super shoppers use their mobile devices to fit shopping into their busy life schedules, meaning that a multi-channel approach to retail delivery could be essential to providers moving forward.

The majority (71 per cent) used third party online marketplaces as a part of their customer journey, while a further 31 per cent of super shoppers were found to visit a store before making the purchase online at a later date.

On-to-offline services, such as Click-and-collect were also becoming increasing popular with this kind of consumer.

Tanya Lawler, vice president of eBay in the UK, explains: “Customers are in the driving seat and pushing retailers for ever higher standards of service and greater convenience. Customers fully expect your store and online channels to be joined up and can have little patience if they aren't. For example, they want to collect in store or return via the store, even if they bought online."

“Retailers will be working this year to introduce new omnichannel services such as pay via mobile in store, Click & Collect, ‘order ahead’ and ‘ship to store’, all of which are provided already by eBay Inc to our retail partners,” she added.

In order for parcel delivery firms to meet the changing needs of the new super shopper demographic they will need to ensure that delivery staff are properly equipped to carry out different services efficiently.

SmartTask POD enables companies to manage peak volumes, tracking and tracing incoming and outgoing deliveries.

Downloaded onto an incumbent worker's smartphone, ruggedised or semi-ruggedised device – including the Motorola TC55 touch computer – the mobile software can run alongside Skillweb's Houndit technology or a carrier's current system.

When consumers choose their delivery option during a purchase, the information sent to a carrier relating to the order can be used by the software to generate a communication to the recipient via email or SMS stating an approximate delivery slot. This is based on how long it takes to get from a warehouse to the customer.

Posted by Amy Quayle

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