E-commerce Customer Journey With DHL Express
The key to your success is to offer your customers a unique, superb Customer Journey connected to your e-commerce
Our goal is to support you in every step, from purchase intent to returns management, with comprehensive and constant advice to achieve customer satisfaction.
1. Desire and Purchase Intent
To satisfy your customers, we offer:
- Territorial coverage (220 countries)
- Knowledge of international markets and local legislation
- Customs expertise
Customer expectations at this stage of the customer journey:
- Wide choice, anytime, anywhere
- Availability of locally unavailable products
- Unrestricted access to manufacturers, delivery times, locations, and purchasing methods
- Product quality
- Possibility to make comparisons in order to buy at the cheapest price in the market
- Access to promotions on the occasion of various global events
2. Product Choice
To satisfy your customers, we offer:
- Clear delivery times
- Customs clearance and taxes payment at destination
- Transparent freight costs
Customer expectations at this stage of the customer journey:
- Easy surfing
- Compatibility with any device
- Comprehensive information on each product and the company
- Extremely secure and easy purchase process
- Fast surfing
- No surprises: clear information, definite delivery times and costs
3. Checkout and Payment
To satisfy your customers, we offer:
- The possibility to choose between express or day definite service
- Clear delivery times
- The possibility to charge you for customs duties and propose an all-inclusive price to your customer (DTP-Duty and Tax Paid)
Customer expectations at this stage of the customer journey:
- 100% reliable payment methods
- Cost certainty at check out
- Cost in the currency of the country where goods are purchased
- Possibility to choose faster or slower services
- Reliable delivery times
4. Handling Orders
To satisfy your customers, we offer:
- A simultaneous handling of B2B and B2C shipments, even when logistic services are located in different places
- A customized shipment labelling process
- Proactive delivery date information
Customer expectations at this stage of the customer journey:
- Monitoring of order progress
- Clear assistance and information during order processing and delivery
5. Shipping and Delivery
To satisfy your customers, we offer:
- Express or day definite transportation options
- The opportunity to collect the purchased goods at a DHL ServicePoint
- The DHL On Demand Delivery service, through which consumers are notified of the delivery date in advance, with the possibility of customizing it according to their needs
- The guarantee to have our efficient Customer Support at your disposal for any necessary advice
- Constant monitoring through shipment tracking that allows you and your customers to check shipment progress step by step
Customer expectations at this stage of the customer journey:
- Possibility to choose delivery time
- Getting information on delivery status
- Notification of delivery
- Possibility to manage delivery in the case of absence
6. After Sales Delivery
To satisfy your customers, we offer:
- Constant brand reputation monitoring
- Management of consumer feedback on social media
- Listening to consumers through the NPA- NET Promoter Approach program
Customer expectations at this stage of the customer journey:
- Emotional gratification upon delivery
- Updates on new offers
- Customised offers
- Reviews and feedback
7. Returns
To satisfy your customers, we offer:
- Technological integrated solutions to help consumers in the return process
- The return authorization process by the merchant
- The guarantee to have our efficient Customer Support at your disposal for any necessary advice
- Customs expertise
- The opportunity to deliver the return at a DHL ServicePoint
Customer expectations at this stage of the customer journey:
- Free-of-charge returns
- Quick refund
- Precise instructions since the time of purchase
- Minimal bureaucracy for return authorization
- Pre-completed documents
- Fast replacement shipping
- Delivery to collection points
Would You Like a Solution Tailored to Your Business Needs?
Contact us for direct assistance.