Consumer expectations are changing due to the recent spike in online shopping activity. Now, our latest research reveals Australian online shoppers are seeking more convenience in their parcel deliveries. We found that 54 per cent of online shoppers want retailers to deliver parcels to after-hours location hubs.
The survey findings coincide with the launch of our Click & Collect eCommerce plugins, which enable retailers to give consumers a choice to have their parcels delivered to more than 2000 collection points directly from their shopping carts. These include BP service stations, 7-Eleven outlets and other convenience stores, major retail chains, such as Repco and National Storage, as well local newsagents and pharmacies – many of which are open 24-hours, seven days a week.
Our survey found that click and collect is among the top three retailer offerings that would motivate consumers to shop more online (chosen by 54 per cent of respondents). Free shipping would motivate 74 per cent of Australians to shop online more often, and improved website experience with more in-depth descriptions, images or videos of products would motivate 54 per cent to shop more online.
Our survey also found that 53 per cent of Aussies want retailers to improve their loyalty programs, 51 per cent want honest product reviews on their websites, and 50 per cent would like their shipments consolidated into a single delivery, rather than have one order dispatched in multiple shipments.
Additionally, 49 per cent of respondents would like online retailers to include free samples in their deliveries, 46 per cent would prefer free returns and 45 per cent would like delivery packaging improved – all to help them shop online more in the current climate.
In Australia, online shopping is predicted to account for 15 per cent of total retail spend by the end of 2020 – compared with 16 to 18 per cent by 2025, as was predicted before the outbreak of COVID-19. With retailers experiencing strong online demand, it comes with an inevitable increase in consumer expectations for a more seamless and convenient delivery experience. Our Click & Collect eCommerce plugins enable retailers to meet increasing consumer delivery expectations by giving consumers greater control and flexibility of deliveries, with access to collection points that are open 24/7 and offer parking.
Our CEO and Founder David McLean says: “HUBBED is thrilled to announce its own click and collect service. We are not surprised with the survey results, as they are about the growing demand of click and collect within our network. By providing our plugins to the major eCommerce platforms, we can now extend our click and collect services directly to online merchants. For consumers, providing them with more choice, convenience, and control in the collection of their parcels through secure, 24/7 and extended hours locations will be a significant differentiator for them when deciding where to purchase.”
A spokesperson from BP – which has been a part of the HUBBED network since 2014 – says: “At BP, we have been using the HUBBED Click and Collect technology solution in our Shopify online store which enables interested customers to direct their parcels to BP locations nationwide for convenience in collection. The process of collection is straight forward with customers being correctly notified of the status of their parcels and collection details.”
How Click & Collect works for retailers
For retailers to begin offering HUBBED Click & Collect to customers, they need to sign up for a HUBBED account here. Then, they can download the plugin and connect it to supported eCommerce platforms, including Shopify, Magento, WooCommerce and Neto(Available soon). Once successfully installed and activated, the plugin can be activated on the retailer’s checkout page for their consumers, who can then select this option to collect their parcels.
How it Click & Collect for consumers
Consumers shopping with a retailer that uses the plugin will have the option to select it as a delivery option in their shopping cart. The consumer simply searches for their postcode and selects a collection point – usually within 5km of their postcode – that suits their needs. They will receive standard notifications from the carrier, and the consumer will receive HUBBED notifications to collect the parcel once it is delivered to the chosen collection point.
Access to the HUBBED network of 2000+ locations costs less than $10 a month. Are you ready to give your customers more delivery options? Sign up today for a FREE 30 day trial!
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 Australia Post 2020 eCommerce Industry Report