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Zenkraft Blog

Zenkraft Blogs about Logistics, LSPs, Integration with CRM, ERP and WMS applications.

Estimated Delivery dates (EDD) in Salesforce Commerce Cloud

Published on 06 August 2019 by in salesforce ecommerce commerce-cloud 

Introduction

When it comes to shipping, studies show that what users really care about is not “shipping speed” but rather the date of delivery, as in: “When will I receive my order?”

The majority of e-commerce sites still provide shipping options such as “delivers in 3-6 days” or “next-day delivery” with a cut-off time such as “Order by 5pm”. This creates a bad user experience for the customer because they have to work out a.) what dates are 3-6 days out b.) if there weekends which will affect the delivery date c.) holidays d.) whether the order cut-off time has passed e.) whether it’s a peak time in the warehouse which will delay the order. 

What is the best way for retailers to provide Estimated Delivery Dates in Salesforce Commerce Cloud? There are two options:

  1. Build the logic themselves. This will involve a combination of carrier shipping API integration, some logic to determine the points mentioned above plus some knowledge of the carrier networks and how different service types perform across zones.
  2. Use a Cartridge like Zenkraft’s  to provide drop-in functionality.

Below we are highlighting 5 examples in Salesforce Commerce Cloud of where the Zenkraft Cartridge’s Estimated Delivery Date (“EDD”) can be used effectively: 

 

1. Get estimated delivery dates on the product page

According to Baymard’s Product Page study, 64% of users looked for shipping costs on the product page, before deciding to add a product to the cart. Why shouldn’t you implement the same on your page like below:

 


2. Add estimated delivery dates to the checkout process

We recommend having a free standard and expedited shipping method available in checkout. In addition, if you have physical stores, you should offer in-store pickup. If you don’t have physical stores you might also consider UPS MyChoice or FedEx Office drop-off locations. 

You might choose to display the name of the service type along with the actual cost.

 

 

Or with some CSS styles and formatting you can apply a better user experience such as in the page below. This is taking into account holidays and warehouse cut-off times: 

 

 

3. Support Drop Off and Pickup Locations

Having your parcel delivered to a drop-off location provides the most flexibility for the cost. It’s often cheaper than other methods. Most delivery and collection points are open 7 days a week and are always found at the most convenient places. Often, they can be found in petrol stations, local shops, supermarkets and high street stores. Within the US, it’s pretty straight forward to offer Drop-off options with our FedEx and UPS locations plotted on the Google Map as shown below:

 

 

In Europe, it’s slightly more challenging because there are many more carriers (DHL, DPD, Hermes to name a few). Most have a drop-off network or partner with a third-party service such as Collect+ in the UK. Please contact us for more information. 

Better still, if you’re an omni-channel retailer you should clearly show that in-store pickup is available on the product page and during checkout as an additional shipping option. It can act as a permanent free shipping option for your customers.

 

4. Add EDD to your tracking pages

Once the order is shipped it’s possible that the carrier might change the estimated delivery date. Therefore you should add the estimated delivery date to your tracking page. On our tracking page below you can see that we’ve added Einstein Product Recommendations using a content slot on the right hand side. The page is built using ISML so you’re free to edit and style it as you choose:

 

 

5. Send Changes to your EDD directly to your customer

If there is a failed delivery attempt, or the shipment is delayed due to bad weather, then you should alert your customer as soon as possible. Email is generally the best way which you can either send directly from Commerce Cloud or you can integrate into your ESP (email service provider) to send from there:

To summarize, using Estimated Delivery Dates effectively on your store will have a profound impact on your conversion rates both on product pages and during checkout. They’ll also increase customer satisfaction because you’ll be keeping your customers up-to-date with the shipment status. As the founder of FedEx Fred Smith once said,  "The information about the package is as important as the package itself."

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Using Email templates for Returns

Published on 14 May 2019 by in salesforce ecommerce returns 

 

As you know, thousands of users every day use Zenkraft to manage returns in service cloud. From Multi-carrier version 1.42, you are now able to use Salesforce email templates to send return labels. This means you can:

  • Add merge fields into the email template to include extra information such as order information, account information.
  • Add your branding to the email, you can even include upsell promotions to the email too. This will enable you to provide a consistent brand experience with our branded tracking add-on.


To learn more, checkout the documentation or watch our release overview video from 8m 42.

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Salesforce branded tracking and emails

Published on 18 March 2019 by in ecommerce tracking 

Send branded tracking emails to your customers. Powered by Process Builder and Email templates so there is no need to learn a new system.

Drive trusted traffic back to your website instead of the generic carrier tracking page. This could be up to 5 more visits to your site for every shipment. Once live, you can monitor the tracking page's performance with your own Analytics tools.

More information is available here: https://zenkraft.com/branded-tracking

 

Benefits include:

 

  • Drive traffic to your website instead of the carrier's site
  • Provide a consistent brand experience
  • 100% Native on Salesforce

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