Contactless Delivery: Should You Offer the Option to Customers?

Contactless delivery is a way for your customers to get their orders without any physical interaction with the delivery driver. This can be done through technology like QR codes or mobile payments, or by providing instructions for the driver to leave the package outside the customer’s door.

Contactless delivery isn’t about being super-anti-social (if that floats your boat, so be it – no judgment here!). Usually it’s because customers are so busy that it’s impossible to tell ahead of time whether they’re going to be there for a delivery. So it’s best to have all bases covered.

Contactless delivery does bring lots of pros:

• Convenience for customers: Come on, we all love the “your delivery will arrive between 6am and 10pm” message don’t we? (Hint – we don’t really). But if you’re one of those weirdo customers who can’t wait around their place ALL DAY because you’re working, or you have a life, you no longer have to wait. Woohoo!

• Increased safety during the pandemic: There’s no physical interaction between the customer and the delivery driver, which drastically reduces the risk of spreading illness. That’s definitely one thing we’ve gotten an appreciation for the last few years.

• Improved customer satisfaction: Customers are happier because they have safe and convenient options for delivery. If you can give them that, they’re far more likely to come back for more!

• Potential for increased sales: As an online business owner, you’ll be able to get orders from customers who might not have been able to order from you without contactless delivery. Boom – extra money rolls in.

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• Food businesses have seen great success with contactless delivery. If you run a restaurant, learn How To Set Up an Online Ordering System to get started.

Okay, so most good stuff has a down side. But we know most potential disadvantages are fixable, so it’s up to you to weigh these out:

• Technical challenges and costs: Extra tech and software can add to the cost. And if you have technical issues or glitches that impact the delivery process, you’ll have to pay for it.

• Potential for increased delivery times: Drivers will jack up delivery time windows because they might have to double-check delivery instructions, follow complex or specific delivery instructions, or wait for a promise of an agreed delivery time.

• Potential for decreased quality control: Contactless delivery brings a risk of decreased quality control. Packages can be broken or wrong, and without a customer there to mention it, the return process takes a lot longer. And customers can be annoyed by incorrect or damaged orders.

• Potential for increased risk of theft or fraud: Packages are left unattended outside the customer’s door, so you’ll have to implement safety measures to prevent theft or fraud, such as tracking deliveries and requiring signatures.

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• Worried your business or customers may not fit contactless delivery? Why not look into Curbside Pickup instead, as a contact-free way for customers to collect items?

Before bringing contactless delivery into your business, it’s important to think about the following factors:

The type of business and products offered: Not all businesses or products work with contactless delivery. While contactless delivery has proved a successful food delivery trend, it’s not right for all products. Sofas? Luxury yachts? You’ll want customers to sign for those personally.

Customer demographics and preferences: Are you certain your customer demographic wants contactless delivery? Some customers may want traditional delivery or might not trust technology.

Existing delivery infrastructure and resources: Look at the delivery infrastructure that you’ve got currently. Is it possible to integrate contactless delivery into it? Do you have the resources for it?

Legal and regulatory considerations: There are legal and regulatory issues related to contactless delivery, like data protection laws and health and safety. Make sure your online business complies with everything.

Starting a contactless delivery option can be a great way to improve your customers’ experiences and increase your sales. In terms of the practical side of implementing it, most good ecommerce website builders include customizable delivery options.

Meanwhile, here are some ecommerce shipping best practices to think about:

Choose the right technology and tools: Do your research and choose software and hardware that are user-friendly and reliable. You’ll need it for things like giving your customers updates and photo-taking for proof of delivery.

Train employees on contactless delivery procedures: Trained employees will ensure they fully understand the process, can answer questions, avoid pitfalls, and provide better customer service.

Communicate effectively with customers: It’s actually best for you if customers know every part of the contactless delivery process. They’ll need clear instructions on what to do, and clear expectations on delivery times.

Ensure proper ecommerce packaging and labeling: Make sure that your packages are properly labeled and packaged to prevent damage during delivery.

Implement safety measures: Do what you can to prevent theft or fraud with proof of delivery, such as tracking deliveries and requiring signatures by the designated person taking the package on your customer’s behalf.

Contactless delivery is a great option for online business owners looking to provide a safe and convenient way for customers to receive their purchases.

Though it has some drawbacks and things you need to think about, it’s really all about whether it’s worth it. Would your customers (and would-be customers) be happy to have it? Then it’s most likely worth it!

As long as your customers and business would benefit from contactless delivery, and you can implement some of those best practices to ensure safe package delivery, why not give it a go?

Although, we definitely don’t recommend that you glitter bomb anyone!