Launched in 2010 from a suburban garage, online fashion retailer Showpo has grown to become one of Australia’s biggest eCommerce triumphs, grossing over 85 million in revenue in 2019. Much of the success of the business lies with founder Jane Lu’s passion to deliver outstanding customer service to her hundreds of thousands of customers, who have pushed for a convenient way to purchase Showpo’s stable of fashion-forward designs.
Logistics and Fulfilment Manager, Danny Efendi says keeping up with customer demands is fundamental to Showpo’s success. The brand prides itself on its speedy service, however, the rise of the Netflix generation has led to customers adopting an ‘I want it and I want it now mentality’. He says this puts further pressure on Showpo’s logistic team. The brand has responded to this changing consumer behaviour by expanding its delivery options to stay ahead of its competition.
“We’ve introduced more and faster shipping options and last month we were one of the first Australian online retailers to introduce Saturday delivery to Sydney, Melbourne, Brisbane and Adelaide which means our customers in these areas can shop as late as Friday evening to receive their weekend outfits,” explains Efendi.
Recognising the fast pace of the sector, Showpo has always provided express service as a minimum. The brand is a leader in the fast-delivery trend and has expanded its delivery services to allow for further customer convenience.
“Our customers want quick and convenient options so it’s important for us to stay on top of this to deliver best in class service to our customers,” Efendi says. “Parts of Australia are also serviced with our four-hour delivery, and we provide express international shipping options, so our global customers can receive their orders within days.”
Still, Efendi says it’s not simply the speed of delivery that counts. Consumers expectations for customer experience have also increased.
“Customers are still wanting a personalised and human experience with the brand. At Showpo, we’re one of only a few online retailers that provide 24/7 customer service across social, live chat, email and phone.”
Nonetheless, Efendi acknowledges the impact delivery options have had on the business’s sales.
“We know shipping costs and delivery timeframes have an effect on cart abandonment. Having a number of delivery options available that are both fast and affordable gives customers the choice they want to make a purchase. Adding faster shipping options has definitely been one factor contributing to our YOY growth over the last five years.”
Efendi tells KBB Showpo wants to set the gold standard when it comes to shipping and logistics in Australia.
“Having the right delivery partner is incredibly important. Since the beginning, Australia Post has the biggest reach of all carriers in Australia and has transitioned significantly well into the e-Commerce industry. They are always working extremely closely with our team to help us achieve our goals for the future.
“Adding faster shipping options has definitely been one factor contributing to our YOY growth over the last five years. It’s also enabled us to stay competitive within the industry and really deliver (excuse the pun) best in class services to our customers, which at the end of the day is really what it’s all about!”
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