Service is the next battleground in the shipping wars. Here's how tech companies are getting involved:
"Where is my order?" is one of the customer service questions Zendesk and other tech firms are teaming up to help retailers answer.. Photographer: Christopher Lee/BloombergThe shipping wars won’t be won on delivery speed alone. Retailers are learning they need to arm themselves with real-time package tracking and customer service solutions that can solve problems when those next-day deliveries don’t arrive as planned.
Amazon and Walmart are chasing each other to make next-day and even same-day delivery the standard. Other retail giants are joining the chase, with Home Depot saying today that it will be offering next-day delivery to 50% of the U.S. population within a few months. Ford and Amazon have teamed up to let delivery drivers drop off packages in your car, and Ford also has a plan to use driverless Ford vehicles and robots that can climb stairs and cross lawns.
WISMO, said Lisa Kant, senior director of platform marketing at Zendesk, is one of the top customer service inquiries and it is crucial that retailers can answer it quickly and accurately. “When a customer reaches out for assistance but the rep she’s interfacing with doesn’t have all the info he needs to help her efficiently, that can increase frustration,” Sharma said. WISMO questions come from consumers “during a moment of high anticipation” he said, and getting them right is “an opportunity to deliver an easy win.”
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