Improving the Shipping Experience to Grow Cross-Border E-Commerce
Not only has the pandemic accelerated the growth in online shopping domestically in most parts of the world, it has also meant more consumers are now willing to make online purchases from abroad. And retail and direct-to-consumer e-commerce brands are keen to tap into the potential to build online sales internationally.
A key challenge is getting the customer experience right—especially the shipping and delivery strategy. Eliminating friction, delays, and doubt is crucial. You should make it as easy and straightforward for crossborder shoppers to order, track, and if necessary, return their goods as if they were making online purchases domestically.
Based on a e2open survey of 2,035 online shoppers in the US, UK, Germany, and Australia, this report explores consumers’ views on cross-border e-commerce. How open are they to placing online orders with companies in other countries and why? Which products will they consider purchasing from abroad? And what are their expectations and concerns in terms of delivery and the shipping experience?