September 9, 2021

Customer Experience Considerations for E-Commerce Companies & How Forwarders Can Help

Miles Varghese
Miles Varghese
Helping independent freight forwarders/brokers better stay in-sync, collaborate, and improve operations with their shippers/clients. Co-founder & CEO @
customer experience in e-commerce

As reported by BusinessWire, the digital freight forwarding market will grow at 25% CAGR through 2026, and across all modes, the e-commerce expansion is forcing all companies to evolve their transportation strategies. This is the age of fast, free delivery, and the pressure on e-commerce has led to increased demand for faster replenishment, more inventory despite setbacks in available warehousing space, and a stronger demand to work in tandem with Amazon, particularly for retailers leveraging Amazon FBA. There was a time when the Amazon Effect was seen as something to be feared, but with the expansion, the Amazon Effect shows retailers how they can augment their operations and achieve lasting success. It’s time for shippers to think about how their strategies for global fulfillment, whether with FBA or other channels, can benefit from improved freight forwarding efficiencies and how that translates into meaningful improvements in the network.

Integrate All Logistics Timelines

Parcel average daily package volumes soared past all records in the 2020 peak season, says Logistics Management, and employers hired thousands upon thousands of new employees to meet demand. Still, there is a clear talent shortage in terms of drivers and those willing to work in logistics, even if in a back-office capacity. Combined with more carriers, including regionals, and the changing face of ocean, there are many timelines affecting shippers. That’s why it’s critical to see the full timelines across all modes within a single resource and forwarding platforms like Cargologik offer a way to finally unify all timelines into a single source of truth for global e-commerce execution. 

Provide Instant Shipment Status Updates and Alerts

Visibility and end-to-end shipment transparency through forwarders also build on the customer experience in e-commerce. Shippers can track the shipment status by exception, getting alerts when things go awry, and this occurs in tandem with real-time shipment status updates that can be shared through the downstream supply chain. In turn, forwarders become the data-centralization resource needed to provide superior customer service without trying to invest in an entirely new tech stack. 

Upload BOL Information in Bulk

Another critical step in the consolidation of management comes from uploading documents, including BOL, POD or customs materials, within one place. Rather than trying to manage shipments from origins all over the globe, forwarders that have a single repository for uploading and storing documents are better equipped to share that document when requested and avoid the hassle of maintaining records. Remember, those are critical functions for those engaged in global trade, and that will further speed customs clearance along the way. 

Reduced Delays in Quotes and Bookings

Part of the challenge of managing the customer experience in e-commerce comes from the typical delays that exist throughout the supply chain. If a shipper needs a quote, there may be many emails, calls and minutes wasted trying to find the right carrier. But forwarders that deploy a unified system that’s pre-built to handle increased, automated execution and quoting can successfully cull those delays. Since shippers can effectively get more quotes and turn those quotes into scheduled deliveries/pick-ups, the B2B customer experience increases. Additionally, that trickles down into positive gains for the B2C customer experience in e-commerce as well. 

Maintain Increased Compliance to Handle New Regulations

There’s another side to global trade and compliance that involves much more than simply keeping records and having them accurately compiled. With all the added pressure on the industry, as well as the increasing rates across the board, Brooks A. Bentz of Logistics Management noted how additional regulations are likely. Those new regulations will put limited digital capabilities under the microscope, and for both shippers and forwarders, there may be little room for error. Using a centralized platform for e-commerce like Cargologik can make maintaining compliance with future regulations easier. 

Deliver a Higher-Tier of Service for E-Commerce Shippers by Becoming a Forwarder-of-Choice With Cargologik

There’s a simple reality of e-commerce. Be as good as Amazon or get out of the industry. Yes, there are many things Amazon does that go well beyond your capabilities, but there’s another solution. Rather than trying to beat Amazon, become equal by leveraging a digital strategy for forwarding. Why? Because it’s that digital strategy that can help your team increase efficiency, avoid delays, and better manage operations. And again, it all begins with leveraging technology and people-powered processes to stay informed, proactive and ready for the next disruption. And most importantly, those capabilities lead to your ability to provide a higher tier of service for e-commerce shippers that will inherently lead to improvements in the final customer experience in e-commerce on a transactional basis and beyond. Sign up for Cargologik to get started today. 

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