Online shopping (e-commerce) has become big business in South Africa in recent years and is even the preferred option for some consumers.
The way people shop has changed, people no longer go to retail stores in large numbers. It is estimated that the e-commerce market in South Africa had a net value of R14 billion in 2018 and will grow to R42 billion in 2022.
A study by Pargo, a logistics platform, found that despite the many benefits of online shopping, consumers mainly complain about delivery and returns. To solve this problem, it is important to have a variety of delivery options to meet people’s lifestyle needs.
Online shopping is easy, it can be done from the comfort of your home or anywhere. People also find that there are more special offers and discounts at their favorite online stores. Not having to worry about queues or dealing with stubborn salespeople is another bonus.
The rise of click and collect
Despite a large increase in customers, some online stores are struggling with demand and the timely introduction of parcel delivery with minimal problems.
Lars Veul, CEO of Pargo, said it’s important to have a variety of delivery options to suit people’s different lifestyles.
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Well-known retailers such as Edgars, Wellness Warehouse and Faithful to Nature already offer multiple delivery options to meet individual customer expectations. This includes the popular “Click and Collect” function.
Some services allow you to pick up at a pickup point when you’re ready, but one of the biggest concerns is the package pickup expiration date.
Click and collect also makes it accessible to people who live in places where there is no convenient access to home delivery or who are not often at home.
Pharmacies like Dischem and Clicks, and fashion chains like Mr Price and Cotton On have made Click and Collect easily accessible and affordable.
Other companies like Pargo have partnered with 3,000 local shops, spaza shops and popular retail chains to create a network of collection points across South Africa.
Veul concludes that when customers are offered a “variety of delivery options, they choose the one that suits them best, resulting in happier customers”.
Compiled by Sandisiwe Mbhele