69% of UK retailers struggle to manage their customer service to the required level
According to Ecommerce News, the UK e-commerce is booming, with last year’s sales up 11% compared to 2018. Meanwhile, Parcelhub, UK’s delivery company, interviewed a hundred B2B and B2C mid-market retailers across the country. This way, the company wanted to find out how retailers respond to customers’ demands regarding flexible delivery options.
The survey revealed that about 6 out of 10 retailers offer next-day delivery, while 2/3 offer 48-hour delivery. When it comes to delivery, half of the respondents provide the possibility to leave the parcel in a safe place, whereas 31% offer CollectPlus services. At the same time, 1 out of 4 retailers offers tailored delivery windows.
Along with that, 4 in 10 respondents use a third-party delivery company, with 60% working directly with carriers. As to the carrier choice, 37% prefer Royal Mail making it the most popular followed by Hermes with 35% and Parcelforce with 22%. Meanwhile, only 20% of the respondents choose DHL and DPD, as well.
The research stated that 39% of retailers aim to expand their internal customer service operations, while 24% plan to invest in outsourcing customer service operations.