Page 51 - CBM15

~ Boxberry International ~

s an established cross-border logistics company, 7. You get notifications.
Boxberry International strongly believes in the In case of a parcel having any issues at customs, i.e. lack
A education of its clients regarding the integral of personal data or the need to pay taxes, make sure the
process of shipping B2C parcels to Russia. delivery partner communicates with the customer and
informs him/her quickly, clearly and in accordance with the
However, have you ever considered your Russian-based legislation.
customer experiences when ordering online from abroad?
Customers regularly order from a broad cross-section of 8. You receive the parcel.
online shops. What can we do to anticipate our client’s and For many customers, it’s easier to go to a pick-up point and
customer’s needs to ensure a superior customer experience? collect all their purchases from various shops. Some prefer
We are well aware of the key role that last-mile logistics to get the parcel from a parcel locker. Others would like
plays regarding brand experience. So let’s find out what it home delivery. Never forget, the impression and satisfaction
feels like to order from abroad: from the delivery affect the overall brand experience.

1. You know what you want. 9. You’d like an opportunity to return the parcel. One of
It’s a certain beautiful vintage brooch or a nice CPO the main constraints of cross-border online B2C shopping
gadget, Omega-3 from a well-known manufacturer or is — what if it doesn’t fit me? An easy and cheap — or even
designer jeans on sale. It’s highly likely that you will go free — return policy grants ca.25% boost in sales, according
directly to a familiar marketplace, or simply Google for a to the Journal of Marketing Research.
better price. Maybe you already know where to purchase.
So as you can see, there are not so many differences
2. You find the product. between ordering from abroad compared to shopping
It’s highly advisable to translate the product page into online in one’s hometown. Undoubtedly, the most
Russian, as only 5% of Russians speak English fluently and important part of the process is always keeping the
nearly 30% have just an intermediate level of the language. customer informed of what is happening to his or her
It’s not that important for accessories, but crucial for parcel while preventing or solving any issues that may arise.
supplements.
Ninety million active internet users are currently surfing
3. Find out the delivery terms and methods. the web, and each of them could be your potential
For today’s consumer, transparent tracking is a must. Make customer. They are looking for cheaper gadgets, vintage
sure that you ship a fully trackable insured parcel. Many accessories, reliable supplements, designer clothes, branded
customers prefer to collect their orders from a pick-up repair tools, etc. Understanding the ease of shipping to
point or a parcel locker that works 24/7. Home delivery is Russia can significantly increase your sales. ••
not as popular as in the USA, but let the customer decide
what he/she wants

4. You proceed to the payment.
Today’s customers are mobile, so Apple Pay and Google
Pay are nice to have. Still, make sure that your checkout
accepts credit cards issued in other countries.

5. You receive the tracking number and wait for the
parcel.
It’s important to provide the customer with the final
transparent tracking number. Average delivery time is
1-2 weeks, and it’s nice to know what is happening to the
parcel at any given moment.

6. Customs clearance.
Any parcel worth less than E200 or that weighs less than
31kg can proceed tax-free. If the goods within the parcel
cost more, customs will tax 15% for the sum above the
E200 or E2 for each kilo exceeding 31kg. Hint: Some
companies prefer to pay duties for the clients, make sure
your shipping partner provides such an option.

51