Shipway caters to D2C brands of all sizes, but its primary acquisition channel is Shopify and other such ecommerce software which have in-built app stores for services. Under automation, brands can enable omnichannel post-purchase experience features seamlessly such as order lookup, shipment tracking, faster returns request, instant refunds, and easy exchanges - all of which are advantages that ecommerce marketplaces offer. Besides this, Shipway uses data from failed deliveries also known as returns-to-origin (RTO) to help brands mitigate revenue leakage through fake orders.
Once the order has been shipped, we come in to automate the customer experience workflows in D2C ecommerce,” the cofounder of the Gurugram-based startup said.
We are always looking at what we can do in order to enhance the customer experience in the post-purchase phase for D2C brands. While Amazon, Flipkart, Myntra, FirstCry and other marketplaces make it much easier for consumers to order and get scheduled deliveries and such, most D2C brands want to reduce the dependency on these third-party platforms and increase their margins.
It also provides analytics based on on-ground data to allow brands to improve cost efficiency in the delivery operations and improve the success rate. Many offer advanced social media marketing and sales analytics, while others focus on retention, and some such as Shipway are also focussing on the post-purchase experience, which is often left to the logistics providers by D2C brands.Īccording to Shipway founder Gaurav Gupta, Indian brands are quickly realising the potential of how post-purchase experience can catalyse repeat orders and enable D2C brands to fulfil the need for customer delight.įounded by Gupta and Vikas Garg in 2015, Shipway integrates with Shopify, Woocommerce, Magento and other ecommerce software providers to offer end-to-end automation of the post-purchase experience for D2C brands. There are a slew of Indian tech startups enabling India’s D2C revolution with their solutions geared to enhance CX at various stages. D2C brands want to deliver a customer experience that is not only on par with ecommerce marketplaces but actually exceeds them, with personalisation and localisation. This is why customer experience or CX is such a big deal in the D2C world.Įxperience is not just about the purchase stage (payments and checkout) but encompasses the stages before purchase ( personalisation in marketing) and post-purchase (smooth delivery and returns) as well. What sets the D2C experience apart from shopping on ecommerce marketplaces? Is it the brand messaging that matters more or is it about the technology that is running behind the scenes in product development and distribution, or is it actually about the product quality? Some would say that while most retail brands can match these aspects, a D2C brand is set apart from the herd by the personalised nature of customer experience. Shipway claims to process 4 Mn+ shipments every month with 500+ logistics partners Under automation, brands can enable omnichannel post-purchase features such as order lookup, shipment tracking, faster returns request, instant refunds, and easy exchanges Shipway integrates with Shopify, Woocommerce, Magento and other ecommerce software providers, provides end-to-end automation to D2C brands and ecommerce companies
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