Customer experience is everything when it comes to brand loyalty, and this is just as relevant for overseas shoppers as it is for domestic ones. Over two thirds of shoppers would change retailers based on their delivery experience!1 But international customers can face hurdles like delivery delays when goods spend additional time in customs; or experience unexpected charges caused by incorrect data.
We identify five of the biggest challenges with exporting, as cited by businesses and outline some of the solutions that will help you improve your overall customer experience and encourage repeat business.
1. Shipments being delayed in customs
Goods being held at the border is as frustrating for your shoppers as it is for you, they aren’t getting their parcels in the expected timeframe and each instance has the potential to be an enquiry or complaint!
Delays are commonly caused by failing to attach the right documentation and missing or incorrect customs data. Electronic customs data is mandatory when you send items abroad, despite this, 41.4% of businesses say customs regulatory compliance and Harmonised System (HS) codes are top international ecommerce challenges,2 meaning there’s still no widespread mastery of data.
Missing, incorrect or incomplete data can add days of delays to delivery time as customs try to collect the correct recipients via email or phone. If these are not provided in the electronic data, then the item will be returned to sender – which is frustrating for both you and your recipients.
Parcelforce Worldwide can help you navigate customs and provide guidance that gives you the best chance of getting the data right first time, wherever in the world your goods are going. Our Worldwide Despatch Manager Online platform captures customs data and guides customers on what fields to fill in. It then automatically creates the required labels, leaving less room for error. Plus, our detailed Worldwide Directory is packed with useful information to help you with every step of your exporting journey.
2. Added supply chain costs
Customs delays can have other knock-on effects too. You might incur additional supply chain and delivery costs, as you need to work with your shipping partner and customs authorities to resolve the problem and reschedule the delivery. Otherwise rejected goods will need to be returned to you, potentially causing poor customer experience and further delays.
41% of businesses cite added supply chain costs as a cross-border ecommerce challenge,3 but if you’re among them, there’s an easy way to alleviate the burden in the last mile: taking care of your customs data can help prevent additional fees.
Other added costs can come earlier in the supply chain: for example, needing to switch from importing via road to air because of geopolitical disruption. To avoid these costs, 58% of UK manufacturers have started to ‘reshore’:4 bringing manufacturing processes back to Britain.
3. Added costs of tariffs and duties
Since the UK’s departure from the EU’s single market, tariffs or customs duties apply to movements of goods to the EU. Not paying the correct VAT and duties up front can mean these costs are added on after checkout, giving your customers an unexpected additional charge on arrival.
Parcelforce Worldwide offers a range of international services and customs approaches that enable you to easily take care of VAT and customs duties in the most appropriate way for you. Delivery Duties Unpaid (DDU) can be selected by those retailers who are happy for the customer to settle any charges on arrival. Or use a Pre-Registered VAT Scheme as appropriate for a destination, such as Import One Stop Shop (IOSS) for the EU, or our Delivered Taxes Paid (DTP) service, to ensure all necessary fees are correctly paid at checkout – resulting in a more seamless customer experience.
4. Language and cultural barriers
Language barriers, a lack of understanding of consumer behaviour in international markets, and a lack of local knowledge can pose a significant challenge. In fact, 23% of businesses report these elements as one of their main issues when exporting.5
Don’t let this prevent you from expanding beyond borders. There are a number of translation plugins available for cart and checkout pages that enable you to present them in a customers’ native language without having to build in the functionality yourself.
The delivery challenges are even easier to solve. Parcelforce Worldwide use local postal carriers and partners with exceptional knowledge of the communities they work in, helping to boost first-time delivery success. They are the carriers your international customers know and trust – which is imperative because 68% of consumers would stop shopping with a retailer that uses a delivery company they don’t trust.6
5. A smoother customer experience
Consumers regularly demand a seamless and efficient delivery process with their purchased goods, and international shoppers are no different. 20.5% of businesses say that a poor user experience for cross-border shoppers is one of their main international ecommerce challenges.7
You want to offer your overseas recipients the same great service – from website checkout to delivery – as your domestic shoppers receive. And for international online purchases, 48% of consumers would choose one retailer over another if it offered a wide range of delivery options,8 so ensuring flexibility forms part of their experience will help secure sales.
For shoppers who want extra peace of mind, Parcelforce’s europriority and globalpriority services offer end to end tracking, so your recipients always know the progress of their order. And europriority offers Inflight options that allow recipients to redirect to a neighbour or nominated safe place, giving them greater control of how they want to receive their items.
“Parcelforce’s support has undoubtedly assisted in our brand expansion across Europe. It enables us to open up new markets competitively and seamlessly. The international tracking is always spot on which means we can deliver exceptional customer service whilst our products are en-route.” - Neil Taylor, Owner, Baker & Bray
Don’t let international ecommerce barriers prevent you from expanding your exporting horizons! Choosing the right delivery partner can make it easy for you to offer the same great customer experience overseas as you do at home. Take a look at Parcelforce Worldwide’s tools and support available to help you start or grow your exporting needs.
Want to find out more? Get in touch here
References:
1. ‘Mintel Consulting Online Retailing Report’, Mintel (2023). Research conducted with online shoppers.
2. ‘The state of global cross-border e-commerce 2023-24’, Reuters Events / Avalara (2023)
3. ‘The state of global cross-border e-commerce 2023-24’, Reuters Events / Avalara (2023)
4. ‘UK manufacturers plan to increase reshoring to get better value and more security’, Manufacturing & Logistics IT (2024)’
5. ‘Mintel Consulting Online Retailing Report’, Mintel (2023). Research conducted with online shoppers.
6. ‘The state of global cross-border e-commerce 2023-24’, Reuters Events / Avalara (2023)
7. ‘Mintel Consulting Online Retailing Report’, Mintel (2023). Research conducted with online shoppers.
8. ‘Mintel Consulting Online Retailing Report’, Mintel (2023). Research conducted with online shoppers.
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