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How To Enhance Customer Service Offered Through Grocery Delivery Apps?


Most of the businesses are turning into the online front for better customer utilization. Earlier it was an added source of income, and now it has become mandatory to keep up with the ongoing trends. A regular supermarket has limitations in terms of the order that can be processed at a moment, people that can be accommodated at the store at one point, and many more. However popular the store gets, there are going to be some limitations acting as barriers for the shop to operate at its fullest potential. Grocery delivery apps like Instacart function entirely on a digital medium for order acquisition and processing, so there are no limitations on the number of customers to be handled at the moment. 

Building an Instacart clone app sector is not an easy task. Thorough research and analysis have to be performed to analyze your requirements and make the relevant changes in the business. Having the right business approach will help you build an app like Instacart and achieve instant success. 

Challenges faced by Grocery delivery app development and potential solutions 

Supply management: It is difficult to predict when there will be excess demand. Moreover, the store picks up based delivery model apps, deliver the products directly from the store. Instacart clone app is not aware of the current stock details of the store. They often list the products as available, but during order pick up from the store, they realize the products are out of stock. 

There can be mechanisms wherein the store can update the details in a form on a daily basis or even twice during the same day( morning and evening). This will increase the customers’ trust towards the product. 

Timely order delivery: During regular times, it is not an issue to handle customer orders. There can be a sudden spike in the number of orders during weekends, holidays, and even COVID-19 has added to the unprecedented shopping for essentials among customers.  

The data analytics team should conduct an analysis on customers’ shopping behavior and make the relevant changes in the application. 

Increase in cart abandonment rate: Customers add several products to the cart and later end up abandoning the cart. According to survey reports, only 30% of the online shoppers end up buying the product from the app. Another 70% percent of people simply browse the products and add them to the cart and abandon it. 

Reminders via push notifications can be sent to customers on a regular basis to notify them about products in the cart. This will effectively decrease the cart abandonment rate.

A decline in sales: There are several apps available in the market. When customers feel that the products as per their needs in terms of price, quality, quantity, the brand is not available in the app, they immediately shift to the next app that offers it. 

Consumer polls and surveys can be conducted to understand the shopping preferences, and changes can be made accordingly. Here are some of the approaches that popular grocery delivery apps adopt to offer user-centric service for customers:

  • Suggestions list: Based on the customer’s previous purchase history, grocery delivery apps offer a recommendations list on the home page. 
  • Frequently bought together: The products that are regularly bought together are listed for every product. Customers can also get these products at a combo offer if required.
  • Similar products: The products similar to the items purchased earlier by customers will be listed in this panel.

People prefer buying groceries from grocery delivery apps mainly due to the comfort, convenience it offers, and also for the fact that they provide the best deals without any compromise in quality. Customers expect the product to be exactly as they are depicted in the pictures. With fruits and vegetables, it is difficult to maintain the freshness of the products, so special efforts need to be made to retain its freshness. 

The top UX features Instacart like app should have 

Simple onboarding process: Customers should have a simple registration process, it must not take more than a few minutes to sign up, and sign in should take place almost instantly. Customers can go through the products without signing in. They just have to specify the Pincode to find out if the product can be delivered to their location. Users can sign in if they decide to buy an item.

Easy search process: Customers need not type in the entire product’s name; autocomplete offers relevant suggestions making the shopping process quicker and easier. There are also sorting options to refine the search in terms of product name, size, type, etc.

Delivery details: Once the order is placed, the delivery date and time, and fare should be estimated and displayed in users’ panel. They can plan their events in advance as per the delivery information.

Efficient rating system: Customers always do not have the time to leave a review for the products. There must be options to rate the items. Also, there are instances where the product listers add fake reviews to increase sales. Genuinity reviews finders can be incorporated into  the app to remove the fake reviews.

Summing up

Customers determine the business growth for grocery delivery apps. There must be relevant changes made in the Instacart clone app development to offer customer-centric services. Developers usually focus on the development aspects and leave out on the user-experience. If more focus has been devoted to that, there can be nothing stopping entrepreneurs from reaching the zenith.

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