In a recent study, 86% of consumers said they would abandon a brand if they had just two poor customer service experiences. [1] It has never been more important for online and omnichannel retailers to respond quickly to customer complaints and address the issues that lead to them.
In a new guide titled 'The five customer complaints that matter most - and how to avoid them', released by nShift, the global leader in parcel delivery management software, five of the most common complaints in online retail are as follows:
It has been said that most customers who are unhappy with a brand will just leave without complaining if they are unhappy with their experience, said Sean Sherwin-Smith, Product Director Post-Purchase at nShift.  As a result, if they're unhappy, the retailer might not know it until sales start to decline until it's too late.  This time of year is a time when retailers are disproportionately busy due to the holiday season.  It is inevitable that mistakes will be made.  There is no doubt that if customers are constantly kept informed of the status of their orders, not only will they be more likely to stay engaged and come back for more, but they will also be more likely to be more forgiving of the brand if the order takes longer than expected
  There is no doubt that if customers are constantly kept informed of the status of their orders, not only will they be more likely to stay engaged and come back for more, but they will also be more likely to be more forgiving of the brand if the order takes longer than expected
It is nShift's mission to improve customer loyalty through the use of post-purchase tracking. As a result, retailers are able to take control of their customers' communications, allowing customers to track orders from the moment they are purchased until they reach their preferred delivery destination. There is a direct contact between the two parties throughout the entire process, creating opportunities to build the brand and remarket other products at that point as well.
It is possible to connect businesses to a library of more than 1000 carrier connections via nShift's delivery management software, making it easier for them to offer a range of delivery options and compare performance between carriers.
Here is a guide that you can download entitled, 'The five customer complaints that matter most - and how to avoid them'.
What nShift is all about
With over one billion shipments shipped and returned every year across 190 countries, nShift is the world's leading provider of cloud delivery management solutions. A wide range of ecommerce, retail, manufacturing, and 3PL shipping companies use nShift's software. It is headquartered in London and Oslo. There are over 500 employees spread across offices in Sweden, Finland, Norway, Denmark, the United Kingdom, Poland, the Netherlands, Belgium and Romania. The company has more than 500 employees.
nShift logo - https://mma.prnewswire.com/media/1782566/nShift_Logo.jpg

Source prnewswire