Guaranteed reliable delivery is one of the keys to customer service in e-commerce. Setting the expectation of when a customer’s order will be delivered is a must-have to compete for online shoppers in big, sophisticated e-commerce markets.
If guaranteeing delivery dates is the customer service baseline, what constitutes excellent service? Two day delivery? Next day delivery? Try next hour delivery.
That’s the potential of the delivery-by-flying-drone service being prototyped by Amazon disclosed in a video this week and reported on CBS 60 Minutes. Using an 8-propeller pilotless ‘octocopter’ Amazon demonstrated how such a service might work, collecting small items from the warehouse and delivering by air direct to the customer’s address.
If this delivery capability is put into practice it’ll set a new standard in e-commerce customer service.