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% […]
Morrisons has launched its online food offering, with deliveries across the Midlands due to start on 10 January.
DX Group sales and marketing director Paul Doble has warned that online retailers are in danger of overwhelming capacity on their distribution networks in the run up to Christmas. Financial services firm Experian has predicted a 36% rise in online retail visits today and Doble said retailers should re-assess their delivery capabilities. Carriers are offering collection two working days before Christmas. TNT Express, DPD, FedEx, Hermes and UK Mail all said that 21 December is the last day they can […]
Hermes has opened two depots in Coventry and Carlisle, bringing its network of depots and hubs to a total of 24. The parcel firm says the new sites are necessary to accommodate the expected growth in parcel volumes ahead of the Christmas peak. The new depot in Coventry is expected to handle around 24,000 parcels per day, with this total rising to 43,000 over the Christmas period, while the Carlisle site will handle 6,500 parcels each day for the firm. […]