The rapidly evolving e-commerce industry has taken customer service to a level that was unheard of even 15 years ago. While in this day and age consumers may be acquiring their goods with more ease and from the comfort of their own home/office, the question is, are they completely satisfied?
With Amazon making speed delivery a reality, the massive advent in technology has led to the increase in consumer expectation by leaps and bounds. However, the e-commerce industry is still struggling to cope with it. According to a report by Bringg.com, it is in the last-mile that many of these challenges manifest.
“28% of the total delivery cost to a business comes from the last-mile. In general, this often gets passed on to the customer. When it doesn’t, it can have a negative impact on the bottom line”.