With an estimated revenue of R$ 7.93 billion in e-commerce from this year's Black Friday, according to ABComm, the e-commerce sector is preparing for the date with special attention to the biggest reason for shopping cart abandonment: shipping costs. Intelipost, a leader in logistics intelligence in Brazil, is already prepared for the period, with improvements to meet the demand and traffic peaks.
Intelipost's TMS enables scalability, optimization of transport routes, and real-time analysis of operational data. In 2023, there were 25,000 freight quotes per minute on Black Friday and more than 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 rate during Black November 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 real impact that logistics has on the customer journey,” says Ross Saario, CEO of Intelipost.
Currently, the shopping cart abandonment rate is around 70%, with 48% of that percentage related to delivery costs. "When you prioritize shipping, especially during seasonal periods like this, with proper logistics management, you optimize operations 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 its APIs and services, segmented by support and usage levels. Each team will be responsible for a specific area, with customized dashboards and alerts to ensure efficiency.
Grendene, one of the world's largest footwear companies, believes it is better prepared for Black Friday this year, both in terms of technology and delivery logistics, mainly due to its partnership with Intelipost, which has already resulted in a 13% decrease in incorrect charges from carriers and only 2% discrepancies during reconciliation. This optimization, coupled with the distribution of volumes during Black November instead of concentrating orders on that date, provides a better customer experience and greater operational financial efficiency.
Intelipost also provides pre- and post-seasonal date reports so that its 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 possible promotions and shopping opportunities in advance, and on Black Friday itself the highest peak of quotes occurred at 8 am, showing how anticipated the date is.
