{"id":51722,"date":"2022-07-05T12:37:23","date_gmt":"2022-07-05T10:37:23","guid":{"rendered":"https:\/\/www.techbarcelona.com\/posting\/post-shipping-marketing-a-strategy-for-increasing-cross-border-e-commerce-turnover\/"},"modified":"2022-07-08T10:01:51","modified_gmt":"2022-07-08T08:01:51","slug":"post-shipping-marketing-a-strategy-for-increasing-cross-border-e-commerce-turnover","status":"publish","type":"posting","link":"https:\/\/www.techbarcelona.com\/ca\/posting\/post-shipping-marketing-a-strategy-for-increasing-cross-border-e-commerce-turnover\/","title":{"rendered":"Post-Shipping Marketing: A Strategy For Increasing Cross-Border E-Commerce Turnover"},"content":{"rendered":"<p><b>Cross-border e-commerce<\/b><span style=\"font-weight: 400;\"> \u2013 <\/span><b>online shopping<\/b><span style=\"font-weight: 400;\"> on websites outside of your own country \u2013 is becoming increasingly popular. These days, so long as a site has been adapted to the consumer in question (language, as well as the<\/span> <span style=\"font-weight: 400;\">offer, currency, services, etc.), they tend to be unaware of which country the products are from. In a report by Statista, <\/span><b>international online sales<\/b><span style=\"font-weight: 400;\"> will rise to 22% of total sales by the end of this year; a leap from 15% in 2016, on top of an expected annual growth rate of 27% from now to 2027<\/span><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Gaining new customers cross-border is obviously a great way to grow your business. However, it also means increased competition. <\/span><b>Shipping<\/b><span style=\"font-weight: 400;\"> is a key part of <\/span><b>international shopping<\/b><span style=\"font-weight: 400;\"> since, if there are no <\/span><b>local warehouses<\/b><span style=\"font-weight: 400;\">, it can take days and necessitate changing from one courier to another. Coming up with <\/span><b>marketing strategies <\/b><span style=\"font-weight: 400;\">that guarantee a <\/span><b>good customer experience during the after-sale<\/b><span style=\"font-weight: 400;\"> encourages future visits to and purchases from the website<\/span><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Increase turnover from cross-border sales by using a strategy that includes:\u00a0<\/span><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Simplifying <\/span><b>international logistics<\/b><span style=\"font-weight: 400;\"> and reducing customer service costs:<\/span><span style=\"font-weight: 400;\"> improve the experience of waiting for international deliveries.\u00a0<\/span><\/li>\n<li>Customising post-shipment communications according to individual country and user.<\/li>\n<\/ul>\n<p><b>Simplifying international logistics and reducing <\/b><b>customer<\/b><b> service costs\u00a0<\/b><\/p>\n<p><span style=\"font-weight: 400;\">An increase in profits on cross-border sales is not possible without first reducing costs and optimising some processes in particular. Selling in various countries obliges you to use a number of couriers, international and local. International transport services are usually expensive, so it can pay to secure an international courier for shipments to a hub, and a national courier for domestic deliveries (sometimes the bigger transport companies offer these solutions).\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To enable <\/span><b>cross-border expansion<\/b><span style=\"font-weight: 400;\">, it is advisable to have a <\/span><b>program which lets new couriers quickly connect and monitor shipments <\/b><span style=\"font-weight: 400;\">from a single panel. Labels can be printed and quickly applied to parcels, and all <\/span><b>shipment <\/b><span style=\"font-weight: 400;\">information standardised on one screen and accessible to all countries. <\/span><span style=\"font-weight: 400;\">Software such as Qapla&#8217; <\/span><span style=\"font-weight: 400;\">simplifies the entire process, making it much more sustainable to expand cross-border.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Couriers have their own language aside from the country\u2019s language itself. Tracking updates are communicated in various (and sometimes unintelligible) ways. A parcel recorded as &#8216;delivered&#8217; could also be &#8216;in transit&#8217;, &#8216;expected soon at destination&#8217;, &#8216;ready for delivery&#8217;, etc. This can be confusing for both the customer service team and the customer when they receive notifications from the couriers. A dispatch management program serves to clearly <\/span><b>decode and standardise updates from multiple couriers<\/b><span style=\"font-weight: 400;\">. This simplifies and lessens the work on the part of the customer support team, who can access all of the data from one panel and are therefore in a better position to foresee potential issues or find information to respond to customer queries quickly and efficiently. All of this contributes to a net reduction in costs.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Regarding the customer, the centralisation of all data means that information can be <\/span><b>communicated simply and clearly<\/b><span style=\"font-weight: 400;\">. For instance, should one courier be changed to another, the whole shipment history can be tracked from a single <\/span><b>tracking page<\/b><span style=\"font-weight: 400;\"> and the<\/span><span style=\"font-weight: 400;\"> new courier and tracking number is recorded<\/span><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Logistically and operationally speaking \u2013 especially when expanding to certain countries, and with the intention of optimising cost \u2013 using warehouses abroad and <\/span><b>outsourcing fulfilment <\/b><span style=\"font-weight: 400;\">and customer care services should be taken into account. In doing so, one starts out with more flexibility and fewer risks, instead of taking on new operators for <\/span><b>logistics<\/b><span style=\"font-weight: 400;\"> and <\/span><b>customer service<\/b><span style=\"font-weight: 400;\"> for international sales from the outset.\u00a0<\/span><\/p>\n<p><b>Improving the waiting experience in international shipping\u00a0<\/b><\/p>\n<p><span style=\"font-weight: 400;\">A key part of<\/span><b> cross-border e-commerce<\/b><span style=\"font-weight: 400;\"> is the <\/span><b>&#8216;localization&#8217; of the shopping experience<\/b><span style=\"font-weight: 400;\">. This is not merely language, currency and advertising campaigns, but <\/span><b>all communication related to shipping<\/b><span style=\"font-weight: 400;\">. We advise stepping away from courier dispatch software and setting up a <\/span><b>marketing automation <\/b><span style=\"font-weight: 400;\">system which will send tracking notifications about shipment status, with your store recorded as the sender. These emails, SMS and WhatsApp messages have an open rate of more than 70%. These systems identify the destination country for the goods in question and set communication to that country\u2019s language. In this way, the customer can easily process messages and any hassle associated with buying from cross-border is eliminated.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Consumers rate <\/span><b>shipping notifications <\/b><span style=\"font-weight: 400;\">highly. In fact, according to MyCustomer, <\/span><b>82%<\/b> <b>rate proactive communication <\/b><span style=\"font-weight: 400;\">regarding order confirmation,<\/span><b> fulfilment<\/b><span style=\"font-weight: 400;\"> and various steps in the shipping process as important when it comes to<\/span><b> repurchase decisions<\/b><span style=\"font-weight: 400;\">. As well as improving the shopping experience itself, the result is an <\/span><b>average 54% drop in Customer Care hearing \u201cWhere\u2019s my parcel?\u201d<\/b><span style=\"font-weight: 400;\"> Setting up an automatic customer notification system, thereby reducing the amount of international calls and messages, helps keep international customer care costs down.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Another strategy is to create a section on the website specifically for <\/span><b>package tracking<\/b><span style=\"font-weight: 400;\"> by inserting a script that allows dialogue with post-shipment software. Equally, a chatbot can retrieve tracking data for a fast response to customer queries.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">All of the aforementioned goes a long way towards a <\/span><b>positive experience when waiting for shipments, <\/b><span style=\"font-weight: 400;\">which <\/span><b>affects<\/b> <b>customer<\/b> <b>loyalty on a grand scale <\/b><span style=\"font-weight: 400;\">and, as a result, turnover in the future. Ameritas reports that 60% of eshoppers would not return to buy from a website if they experienced a negative after-sales service.<\/span><\/p>\n<p><b>Customise post-shipment communications according to country and user\u00a0<\/b><\/p>\n<p><span style=\"font-weight: 400;\">If you already sell cross-border, you can conduct an analysis of which products sell best in certain markets and which have the highest margins for sourcing and shipping costs. If you are about to expand internationally, you will need to carry out surveys and market research on local trends and competitors. Using this data, there are opportunities for maximising sales opportunities, the shipping stage included.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Email, SMS and WhatsApp tracking notifications keep customers informed and help to alleviate any concerns and\/or requests directed at Customer Care. They also play a part in e-commerce marketing and promotional strategies. Using templates for each target market, you can add, for instance, <\/span><b>banners displaying the best-selling products <\/b><span style=\"font-weight: 400;\">or<\/span><b> promotions for holidays in certain countries.<\/b><span style=\"font-weight: 400;\"> In addition, with the knowledge that Northern European countries place more importance on environmental sustainability, communication with those countries can be customised with messages promoting initiatives to this effect or the environmental aspects of products or packaging. Similarly, if a country is renowned for having high customer service expectations, more importance can be given to contact times and channels.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Taking customisation a step further, scripts from tools such as <\/span><b>recommendation tools <\/b><span style=\"font-weight: 400;\">can also be incorporated,<\/span> <span style=\"font-weight: 400;\">allowing user products to be shown in line with specific preferences and past purchases. These tools are useful, even if you do not have data for preferences in a given market, as they are based on the history of each customer and processed by AI.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A <\/span><span style=\"font-weight: 400;\">complete post-shipment management platform such as Qapla&#8217; <\/span><span style=\"font-weight: 400;\">also includes an editor for the creation of these email and tracking page templates. On top of allowing html input, it is\u00a0 a simple-to-use, drag-and-drop tool, and is compatible with all other external marketing tools (review services, cross-selling and upselling, support widgets).\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Additionally, with regard to packaging: ensure that all vouchers, brochures and instruction manuals are in the customer&#8217;s language.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Cross-border e-commerce \u2013 online shopping on websites outside of your own country \u2013 is becoming increasingly popular. These days, so long as a site has been adapted to the consumer in question (language, as well as the offer, currency, services, etc.), they tend to be unaware of which country the [&hellip;]<\/p>\n","protected":false},"template":"","class_list":["post-51722","posting","type-posting","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Post-Shipping Marketing: A Strategy For Increasing Cross-Border E-Commerce Turnover - Tech Barcelona<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.techbarcelona.com\/ca\/posting\/post-shipping-marketing-a-strategy-for-increasing-cross-border-e-commerce-turnover\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Post-Shipping Marketing: A Strategy For Increasing Cross-Border E-Commerce Turnover - Tech Barcelona\" \/>\n<meta property=\"og:description\" content=\"Cross-border e-commerce \u2013 online shopping on websites outside of your own country \u2013 is becoming increasingly popular. 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