With an estimated revenue of R$ 7.93 billion in e-commerce during this year's Black Friday, according to ABComm, e-commerce is preparing for the date with special attention to the main cause of cart abandonment: shipping. Intelipost, the leader in logistics intelligence in Brazil, is already prepared for the period, with enhancements to handle demand and traffic peaks.
The Intelipost TMS allows for scalability, transportation route optimization, and real-time analysis of operational data. In 2023, there were 25,000 freight quotes per minute during Black Friday and over 600,000 orders transacted throughout the day. Now, with a portfolio of over 700 clients, the company expects to surpass these numbers.
"Our customer satisfaction in November Black 2023 was 98.8%, and during Black Friday + Cyber Monday it reached an incredible 100%. We achieved these numbers because we are always ready to meet different needs, and these customers understood the true impact that logistics has on the customer journey," says Ross Saario, CEO of Intelipost.
Currently, the cart abandonment rate is around 70%, with 48% of this percentage related to delivery costs. "When you prioritize freight, especially during seasonal dates like this, with logistical management, you optimize the operation and consequently convert more sales," explains Ross.
For 2024, Intelipost's customer support hours will be extended during Black November and Cyber Monday, in addition to implementing an advanced monitoring model for their APIs and services, segmented by support levels and usage. Each team will be responsible for a specific area, with customized dashboards and alerts to ensure efficiency.
Grendene, one of the largest footwear companies in the world, believes it is better prepared for the date this year, both in terms of technology and delivery logistics, mainly due to the partnership with Intelipost, which has already resulted in a 13% reduction in wrongful charges with carriers and only 2% discrepancies during reconciliation. This optimization linked to volume distribution during Black November, instead of a concentration of orders on the date, provides a better customer experience and greater operational financial efficiency.
Intelipost also provides pre- and post-seasonal reports so that your clients can prepare themselves with the data and behaviors presented. In 2023, compared to the previous year, the volume of quotes on the Thursday before Black Friday increased by 38%, indicating that people planned better to monitor potential promotions and shopping opportunities in advance, and on Black Friday itself, the highest peak of quotes occurred as early as 8 a.m., showing how anticipated the date is.
