Social media looks set to play a more prominent role in customer service responses to online shoppers, according to research by home delivery firm Hermes. The parcels firm conducted a survey amongst its key retail clients, and found that while telephone and email were still the preferred routes to customer service, new communication channels are expected to drive improvements in the future. In particular, two-in-five respondents believe web chat will become more important, with 21% opting for Twitter and 15% […]
Wincanton has won a new three-year contract with Wickes to deliver large bulky items to customers’ homes.
Online grocery retailer Ocado has said its second customer fulfilment centre in Dordon, Warwickshire, will commence operations in February next year. Equipment installation at the warehouse is almost complete and testing has been underway since May, the firm confirmed. The project “remains in line with budget”, it said. The retailer, which also announced it had secured an 18-month extension on £100m of loans from its lenders to July 2015, said it had achieved an 11% rise in gross sales year-on-year […]
The surge of e-retailing is presenting parcel carriers with a conundrum: how do carriers profit from the rapid surge in B2C volumes, while ensuring their networks are able to cope with capacity demands? Hayley Pink reports Peak period capacity is at breaking point, City Link MD David Smith warned an industry conference in June, with the 2012 Christmas period posing a record challenge for carriers and retailers alike. Smith says there has been no new capacity in the industry since […]