With the rise of e-commerce, consumers now expect faster delivery times, especially during peak shopping seasons like back-to-school and the holidays. This poses a challenge for sellers of big and bulky items, often referred to as “ugly” freight, as transit times for these items can take 10-21 days from purchase to delivery. To address this issue, shipping solutions for ugly freight are essential.
In a recent interview with Heather Hoover-Salomon, the CEO of uShip, an online freight marketplace, the complexities and challenges of transporting ugly freight were discussed. Heather explained that ugly freight refers to big and bulky items that come with unique shipping frustrations, such as oversized or oddly shaped items that are difficult to fit into a truck. Finding experienced carriers willing to transport these items is also a challenge, as well as the high cost of shipping, particularly for last-mile delivery.
The impact of these shipping challenges on the customer experience is significant, with over 70% of consumers stating that shipping problems negatively affect their opinion of a merchant. Issues such as damaged items, late deliveries, and poor tracking capabilities contribute to a negative customer experience. Small businesses in particular struggle with meeting customer expectations for faster delivery times while shipping ugly freight.
To navigate the shipping challenges of ugly freight and improve the customer experience, small businesses can focus on proactive communication and carrier vetting. Implementing tools for real-time tracking updates and alerts can help manage customer expectations and build trust. Vetting carriers based on their performance in terms of delays and service quality is also crucial in minimizing poor customer experiences.
Looking towards the future of big and bulky logistics, emerging technologies such as AI and machine learning hold promise in streamlining the shipping process for ugly freight. These technologies could enable faster delivery times, proactive problem-solving, and real-time route adjustments for carriers. While the underlying logistical hurdles of transporting ugly freight may remain, investing in communication and carrier vetting strategies can help small businesses navigate these challenges until new technologies make the process more efficient.
