How Brands Like eBay Enhance Home Delivery By Offering Extra Services & Support

How Brands Like eBay Enhance Home Delivery By Offering Extra Services & Support
Consumer Goods

Adding value to consumer purchases, top retailers like Walmart and Waitrose are ensuring frictionless product experiences by offering support like in-purchase installation scheduling grocery delivery straight to customers' fridges

PSFK
  • 4 december 2018

From missing packages to set-up difficulties, there are numerous challenges to successfully receiving and using online purchases. Retailers are accordingly pioneering innovative ways to remove these difficulties, from offering deliverers temporary access into homes or buildings to providing on-demand expert guidance.

By offering consumers an elevated form of intimate, personalized service, retailers are able to fully eliminate the consumer worry that can come with delivery and fully foster shopper loyalty. Here’s how top retailers are taking the initiative and providing additional value-increasing services to customers’ purchases:

Walmart
Walmart is expanding its partnership with on-demand home services company Handy to sell installation and assembly packages right on its website. Customers will be able to tack on Handy services at checkout, including television mounting and shelf-hanging, thereby reaching a much wider swath of consumers. The services are currently limited to indoor projects, but are said to potentially expand into more categories in the future to serve customers with outdoor spaces.

Waitrose & Partners
The grocery retailer Waitrose is trialling a new service that allows drivers to access recipients homes and put away frozen and refrigerated goods. The on-demand service, called “While You’re Away,” leverages Yale connected lock technology for shoppers to grant access to a delivery driver, who is given a temporary access code. Deliverers also wear a chest-cam, viewable by the customer the next day.

eBay
Shoppers of the online marketplace eBay can add installation and assembly services from vendors like Handy, Porch and InstallerNet to avoid the hassle of setup. Customers are presented with the options at the checkout and will receive a follow up email for installation scheduling. The Handy platform can help with TV mounting, smart home setup and furniture assembly and InstallerNet uses independent contractors to help recipients with consumer and commercial electronics. Home services platform Porch can help customers with over 1,000 projects and in-home installation services.

These are just a few examples of how retailers are enhancing the value of customers’ purchases by providing extra support. For more examples, download PSFK’s Last Mile Delivery Debrief.

From missing packages to set-up difficulties, there are numerous challenges to successfully receiving and using online purchases. Retailers are accordingly pioneering innovative ways to remove these difficulties, from offering deliverers temporary access into homes or buildings to providing on-demand expert guidance.

+analysis
+consumer goods
+Delivery
+Delivery & Logistics
+Ebay
+Features
+Food
+Grocery
+handy
+home
+home installation
+last mile delivery
+last-mile-delivery-debrief
+loyalty & membership
+post purchase support & service
+report
+retail
+Transactions & Payments
+waitrose
+Walmart

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