Elevate your e-commerce delivery chain

A seamless and swift delivery is the ultimate driver of customer satisfaction and loyalty in today's competitive digital marketplace. A study by Fenix Commerce found that a remarkable 98% of consumers believe their delivery experience directly impacts their loyalty to a brand¹. This makes a positive e-commerce customer experience the true differentiator for any business.

To meet these high expectations and turn delivery into a brand-building moment, businesses need the right strategy and a powerful partner. This guide will show you how to master this crucial element of the customer journey, with solutions such as transparent tracking and flexible delivery options. Additionally, it'll explore key services like DHL’s On-Demand Delivery (ODD), which allows you to leverage their logistics expertise to significantly improve your customer’s e-commerce experience.

Understanding Vietnam's evolving e-commerce consumers

To successfully compete in the Vietnamese e-commerce market, it's essential to look beyond traditional sales metrics and understand the distinct behaviors and expectations of your target audience. The modern Vietnamese consumer is tech-savvy and has clear demands when it comes to the online shopping experience, including:

• Mobile-first mentality: Vietnamese shoppers are highly connected, with the majority (57%) of their e-commerce purchases happening via smartphones². This mobile-first behavior means that a seamless and fast mobile experience is not just a preference, but a necessity for your business.
• Demand for speed: The rapid growth of the e-commerce market has made fast delivery a key expectation. Consumers now expect quick delivery times and are often willing to switch brands for a faster service.
• Tracking transparency: Uncertainty during the shipping process is a major source of frustration for consumers. They demand full visibility into their orders from dispatch to delivery, making clear, real-time tracking essential for building trust in your brand.
• Flexibility is key: The rigid, one-size-fits-all delivery model is no longer acceptable. Modern consumers want control over when and where they receive their parcels. Offering a range of flexible delivery options can significantly enhance their overall satisfaction.
• Payment preferences matter: Cash on Delivery (COD) remains a popular choice for many Vietnamese shoppers³. This preference makes reliable delivery vital, as it's the final point of payment collection and a key touchpoint in the e-commerce journey.

Elevating customer satisfaction through delivery excellence

With these evolving demands, deliveries are now a key battlefield for customer satisfaction in Vietnam. However, by implementing the right strategies, you can transform your logistics services from a cost center into a powerful tool for building trust and loyalty. Some of these strategies include:

• Implementing real-time tracking: Providing clear real-time tracking is a non-negotiable element of a good post-purchase experience. With DHL's effective e-commerce shipping solutions, you can offer customers complete visibility into their orders, which alleviates anxiety and builds confidence in your service.
• Prioritizing speed for key products: While not every product requires express delivery, offering faster shipping options for best-sellers like consumer electronics can boost customer satisfaction. DHL's reliable and speedy services directly address a core consumer demand, giving your business a competitive edge.
• Seamless communication: Proactive communication is essential for managing customer expectations and preventing issues. DHL's On-Demand Delivery (ODD) service sends proactive updates via email or SMS, ensuring your customers are always informed of their shipment's status and any potential delays.
• Optimizing your returns process: A smooth and hassle-free returns process is a crucial, yet often overlooked, part of a great customer experience. DHL offers a simplified returns service that helps you provide clear instructions and manage returns efficiently, turning a negative interaction into a positive one.

Empowering customers with DHL Express Vietnam’s On-Demand Delivery (ODD)

On-Demand Delivery (ODD) is a complimentary DHL service designed to put the control of international shipping in your customers' hands by offering a range of flexible delivery options. It works by sending a simple email or SMS notification to recipients when their shipment is on its way, providing a link to a secure online portal where they can easily manage and customize their delivery. 

Key benefits for Vietnamese consumers

Some of the key benefits of this service for your customers in Vietnam include:

• Schedule a delivery: This option gives customers the power to choose a specific day that fits their schedule. By doing so, it eliminates the frustration of missed deliveries and the need to wait around for a shipment, greatly enhancing the overall customer experience.
• Alternate address: With this feature, recipients gain the convenience and flexibility to reroute their package to a different location, such as their workplace or a friend’s house, ensuring it arrives at the best possible destination.
• Collect from Service Point/Locker: For those who prefer not to wait at home, this option allows them to pick up their parcel at a nearby DHL Express Service Point or locker. This provides a secure and convenient way for customers to collect their package at their own convenience.
• Leave with a neighbor or security: Customers can authorize DHL Express to leave their package with a trusted neighbor, a leasing office, or a security guard. This option ensures a safe delivery and prevents missed attempts, offering peace of mind even when the recipient is not available.
• Hold during vacation: For customers who are traveling or will be away from home for an extended period, this feature provides peace of mind. It allows them to place a temporary hold on their shipment, ensuring it is kept securely until they return.

Why you should connect your e-commerce platform with DHL Express

By connecting your e-commerce platform directly with DHL Express, you do more than just streamline your shipping process. You unlock a suite of powerful shipping solutions that provide a seamless customer experience, while also bringing significant advantages back to your business. These include:

• Reduced failed deliveries: Failed deliveries are a significant drain on resources, from additional shipping costs to lost time. By giving customers the power to manage their own deliveries, you can drastically reduce the number of unsuccessful attempts and the costs associated with them, saving your business time and money.
• Enhanced customer satisfaction: When you give customers control over their deliveries, you're not just offering a service — you're building trust and loyalty. A flexible, hassle-free delivery experience can turn first-time buyers into repeat customers and brand advocates, leading to higher conversion rates and greater satisfaction.
• Improved efficiency: A streamlined delivery process benefits both you and your logistics partner. With fewer failed deliveries and a more predictable flow of packages, your business can operate more efficiently. This allows you to reallocate resources to other key areas, such as marketing or product development, to help your business grow.

Make every delivery a brand-building moment with DHL Express

In Vietnam's bustling e-commerce market, every delivery is an opportunity to build your brand. By mastering the final mile logistics and prioritizing delivery excellence, you can turn a transaction into a memorable experience that fosters loyalty.

This is further made possible by solutions such as DHL’s ODD service, which empowers your customers to choose precisely when and where their packages are delivered, ensuring a seamless and flexible experience every time. So, ready to elevate your business’s delivery processes? To get started with DHL’s logistics services, create a DHL Express business account today!