How LTL eCommerce Shipping Solutions Improve Customer Service

Written by Nicola Malaney

eCommerce Shipping and Logistics Concept“Thank you for your inquiry. Someone from our team will be in touch within 24 hours to provide you with your shipping quote”.

These are potentially some of the most frustrating words your prospective customer wants to hear when they are trying to purchase a large or heavy item on your eCommerce site. The desire for instant gratification is a reality these days, and consumers are happily seeking alternatives to anything less than a turnkey purchasing process.

In fact, according to a checkout study put together by Baymard Institute, “26% of US online shoppers have abandoned an order in Q1 of 2019, solely due to a too long or complicated checkout process”. To keep customer satisfaction levels high, merchants should focus on providing LTL shipping solutions that are readily available, accurate, and of course, competitive.

“One-click purchasing.” “Next day delivery.” “Buy now.” Easy and fast is undoubtedly the name of the game when it comes to eCommerce. In fact, according to a study by the National Retail Federation, “42% of retailers say faster delivery of online orders is their top customer-facing priority.”

Big-box retailers such as Target are even taking drastic measures to improve eCommerce shipping by converting their physical stores into fulfillment centers to ensure speedy delivery. Despite that, there are still many businesses that have not invested in the technology and solutions required to meet their customers’ ‘need it now’ expectations.

While it is certainly understandable that most businesses do not have the resources available to make the large-scale developments brands like Target can accomplish, there are smaller adjustments that can be made to remove some of the obstacles that consumers face in the shopping cart.

The ability to instantly know the cost of shipping an item is a highly desirable feature. Whether merchants opt to display pricing or offer “free” shipping, enabling the consumer to understand the total landed cost of their purchase is crucial to making a conversion.

There are a variety of strategies shippers employ to ensure the appropriate shipping methods and rates appear in the cart, including developing promotional thresholds around “free” shipping and direct integrations with logistics providers. SaaS solutions such as ShipperHQ stand out as they enable merchants to fully control the checkout and post-purchase experience using background business logic that can customize down to the SKU level.

No matter the method, providing LTL shipping costs upfront is a surefire way to improve potential customer satisfaction as well as conversion rates.

In addition to the cost, consumers remain heavily invested in how quickly items will arrive. Setting and managing expectations is paramount to creating an enjoyable buying experience so merchants should have a complete understanding of lead and transit times and pass that information to the buyer. On top of this, recognizing that LTL shipping can operate quite differently from small parcel is essential for successful deliveries.

By nature, LTL freight shipments are large and/or heavy and subsequently, measures to ensure safety and accessibility need consideration. Shippers must find ways of determining the requirements of a delivery made to a limited access area, or if any unloading equipment such as a liftgate will be required. Not factoring these circumstances can mean all sorts of headaches for everyone involved.

Late or refused deliveries, inaccurate costs or even damaged goods can all result from a lack of information and the responsibility customers understand the nuances of heavy freight shipping before they display a price quote in the cart falls on the merchant. For merchants looking to take customer service one step further, offering buyers a way to track their shipments on their own time can help. Not only will consumers appreciate the freedom to check on their purchase at will, but ideally, this will result in fewer inquiries to customer service, freeing those teams to provide even better support to other customers.

Any way you slice it, successful eCommerce transactions rely upon transparency, visibility and speed. While LTL shipping hasn’t exactly been at the forefront of the digital revolution, there are measures shippers can take to leverage technological advancements that will improve conversion rates and customer satisfaction.

Interested in learning more about optimizing the checkout process for your LTL shipping program? Request a free demo of ReTrans Freight’s software solution today!

New Call-to-action