The proliferation of the Internet and smart devices, penetration of the Internet, and burgeoning social media platforms have provided a fillip to on-demand delivery in the past few years. The pandemic has accelerated digitization, with more people relying on e-commerce to deliver essential goods, including fuel.
Amid the travel restrictions during the pandemic, doorstep fuel delivery emerged as a boon for businesses that rely heavily on diesel for their day-to-day operations. The trend is foreseen to sustain on the back of technological innovations and the conducive policy climate. On-demand fuel delivery confers several advantages over the brick-and-mortar delivery model, such as eliminating the hassle of standing in queues, thereby saving time and transportation cost for consumers, better transparency into fuel monitoring, 24x7 access at any venue, generation of job opportunities, etc.
The ultimate objective of any mobile app-based business should be to foster a superior customer experience. A user-friendly and all-purpose app is a critical step for the success of the business. A responsive app does not only allow customers to place orders at one click; it also maintains an order log, payment gateway, customers' profile, etc.
It implies a completely hassle-free experience of fuel delivery merely than the ease of placing an order online.
Must-have features for a superior customer experience are as follows:
Sign Up/ Login: On-demand app should have an option to allow customers to signup/register via credentials of their email or social media platforms. The process should not be too cumbersome else; it may increase the app bounce rate.
Order History: This feature serves as a repository and maintains all past order logs for each customer, including location, date and time, and total bills. Customers can view this information from their mobile app account in the 'orders/order history' tab.
Location Tracking and Built-in Navigation: The real-time monitoring of location via the Internet of Things and other emerging technologies allows customers to track their order fulfillment in real-time, including placing and accepting the order, drier en-route, etc. The built-in navigation option integrated with Google Maps allows drivers to reach the desired location on time and ensure timely deliveries.
Estimated Delivery Time: While location tracking is a vital factor, estimated delivery time is also preferable since it allows customers to plan ahead of their delivery schedule before running out of fuel supplies.
Cost Estimate: A user-friendly app should allow customers to view prices against various available quantities beforehand before placing the order. It ensures better planning of budgets for customers.
Multiple Payment Options: There should be multiple payment options for order, including credit/ debit card, UPI wallet, or internet banking.
Digital Signature and Digital Recipients: In this digital era, customers prefer paperless transactions due to their ease and convenience. Digital signature and payment receipts also serve as convenient for viewing and storage purposes. It is also a formidable step towards reducing the carbon footprint.
Reviews, Ratings, and Referrals: Reviews, ratings, and referrals are vital tools for customer acquisition and retention. While the review option allows customers to give honest feedback, the referral system with rewards helps existing customers become brand loyalists.
Help & Support: This feature allows app users to raise their grievances and companies to address them in real-time. These grievances can be related to technical, order, or even emergencies.
Payment Credit: Most businesses have instituted some reward system for premium customers. They identify these premium customers on the basis of their gross order value, order frequency. Extending the payment credit facility to select customers will help them hedge against unforeseen circumstances by allowing them a grace period for making payment. Nevertheless, due diligence should be exercised for extending this facility depending upon customers’ creditworthiness.
Today, customer experience has become the priority for e-commerce businesses. An app for an e-commerce business serves as an essential metric of customer-centricity. A user-friendly design and interface, mobile-first approach, and regular up-gradation and maintenance will go a long way in maximizing customer retention, thereby impacting the bottom line for businesses.