When customers shop online, they are primarily seeking convenience. The ability to place orders and receive packages with the click of a button is the crucial factor that has made ecommerce so popular among consumers.
Ecommerce statistics highlight this trend, with survey data reflecting that an overwhelming majority of U.S. consumers— approximately 76% —prefer shopping online. With such a large customer base, there is no one-size-fits-all delivery solution. In fact, some goods and clients require a higher level of attention or what can be termed a ‘luxury’ delivery experience.
In order to meet this demand, retailers need to offer white glove delivery services, which is commonly known as the gold standard for shipping packages in the logistics sector.
As the name implies, white glove delivery service represents a high-end experience for the customer. Retailers can stand out from the competition and achieve higher levels of customer satisfaction by going above and beyond to offer white glove deliveries.
This article explores the need for white deliveries, how they can benefit sellers and buyers alike, and how ecommerce retailers can offer this service to their customers.
What is a white glove delivery service?
The term white glove delivery service has its origins in the hospitality industry. Picture servers in an upscale fine-dining establishment: Their immaculate white gloves are a defining element of their uniforms. Since then, ‘white glove service’ has come to represent elevated care and attention toward consumers in any professional service.
In logistics, white glove delivery is a special form of delivery where the package is shipped with an added level of attention to detail and extra care. It’s a premium service that offers add-ons like trained package handlers, unpacking, assembly, and installation on top of last-mile delivery. These complementary features make white glove deliveries distinct from traditional delivery methods— and also contribute to increased shipping rates for the customers.
Special features of white glove delivery services
Despite the name, no gloves are involved in the white glove delivery service!
Instead, there are a number of processes that need to be incorporated into the logistics operations of a particular company if they want to be able to offer customers white glove deliveries for high-end goods.
Let’s look at the features that set white glove deliveries apart from other, more traditional methods.
Expert handling
One of the biggest fears ecommerce consumers have is that their packages will be damaged in transit. White glove delivery services eliminate that concern by ensuring packages are handled delicately and with utmost care throughout their journey — from the point of origin to their final destination.
Packers, drivers, and handlers are trained to follow any and all special instructions when it comes to safely handling the package.
Package processing
With white glove deliveries, there are reduced chances of damaged goods reaching the customer or packages reaching the wrong destination. Every package is inspected to ensure it is in perfect condition before being shipped, and shipping labels are carefully checked so there are no misplaced packages.
Secure transportation
Items that are fragile, perishable, or both are the most challenging packages to ship. This is because they can leave the fulfillment center in perfect condition but still end up damaged during transportation. White glove delivery uses measures like custom packaging materials, climate-controlled transport vehicles, and specially designed equipment to guarantee the packages are not affected by outside factors during transportation.
Delivery destinations
Nobody likes carrying a heavy package up a staircase by themselves. White glove deliveries spare customers the effort of picking their package up from their doorstep or mailbox by offering them the option to have it delivered to their preferred destination.
This means delivery executives will bring a package into the customer's home and place it in the room of their choice, safely bringing it through any tight spaces, like narrow hallways and cramped stairs, without inconveniencing the customer.
Installation assistance
Certain purchases, such as electronic appliances or furniture, require some setting up or assembly after delivery. While traditional delivery services usually leave this up to the customer, white glove deliveries offer the convenience of having trained professionals install the products according to the proper guidelines.
This can be performed either by the delivery executives at the time of delivery or by setting up an appointment with the manufacturer's installation representatives.
Packaging removal
The white glove delivery experience doesn’t end once the customer’s product has been installed. As a premium offering, white glove delivery also involves clearing out all the packaging material, sparing the customer the inconvenience of cleaning up, and leaving them with a product set up and ready to use.
Personalized customer service
Another feature that distinguishes white glove delivery from regular delivery is that every customer receives individual care and attention. This includes having trained professionals who are able to answer any of the customer’s doubts and queries, make the deliveries, and follow any special instructions the customer might have given.
Overall, white glove delivery services are expected to maintain a higher level of professionalism and consideration for the customer’s needs.
Benefits of white glove delivery services
While white glove delivery services are primarily meant to offer customers an elevated experience, they also provide a number of benefits to the retail business that offer them.
Some of these benefits include the following:
1. Better customer experience
By offering customers personalized service, letting them schedule deliveries at their convenience, and ensuring they receive their goods in perfect condition, white glove deliveries contribute to creating a positive customer experience.
2. Damage-free deliveries
Shipping damaged goods can hurt ecommerce businesses, as they will have to bear the costs for return shipping from upset customers. If a company sells delicate items or goods with limited shelf-life, white glove delivery means it can rest assured that the goods will reach customers in prime condition.
3. Increased revenue
White glove deliveries remove most of the concerns shoppers have when making online purchases. By assuring customers of top-notch delivery services, ecommerce businesses can increase their conversion rate, fulfill more orders, and draw increased revenue.
4. Reliable shipping services
Finally, using a white glove delivery service gives businesses more transparency over the entire shipping process. First, they can track the progress and status of all the packages even while they are in transit. Second, the business can better calibrate its shipping operations for maximum effect.
When does a business need white glove delivery?
White glove delivery is a specialized service. Just like it’s not possible to eat caviar with every meal, not every business package justifies the use of white glove deliveries. For ecommerce businesses, there are several factors that need to be considered before deciding to offer white glove delivery services. These are:
- Does the ecommerce store sell delicate, valuable, or specialized items?
- Is the customer base made up of high-end consumers who prefer luxury services?
- Do the products require expert handling and assembly before, during, and after delivery?
If the answer to any of the above questions is yes, then the business can definitely benefit from offering white glove delivery services.
Some products that are best suited for white glove delivery include:
- High-end or expensive electronic appliances
- Valuable and delicate pieces of art
- Specialized medical equipment
- Furniture (especially pieces that require assembly)
- Perishable goods (like freshly baked desserts)
Offering a white glove service is an easy way for e-commerce businesses to stand out from the competition and get positive reviews from customers. However, for an independent seller, setting up white glove delivery options can quickly drain their resources.
Businesses that are unable to get a white glove delivery service up and running by themselves or find it costly to do so should consider partnering with a third-party logistics (3PL) company. This is a solution that has proven convenient and effective for many.
How to find the right partner for white glove deliveries
As more players enter the ecommerce arena, the importance of competent 3PL partners is becoming increasingly evident. The total revenue from the 3PL market is expected to reach $1.31 trillion this year. More and more sellers are choosing to outsource their logistics operations to 3PL partners, which frees their time and energy to focus on growing their business.
For businesses seeking a partner to help fulfill their white glove deliveries, it’s best to research the options available thoroughly. Before deciding which company to partner with, they should also ask the following questions:
- What add-on services does the 3PL partner offer with shipping?
- Do they have experience handling the business’s type of goods?
- What safety protocols are followed during deliveries?
- How prepared are they to handle customized instructions?
- What is the level of training their delivery professionals possess?
- Can they provide real-time tracking and updates for packages in transit?
In a crowded market, PackageX stands out as a partner that meets the needs of leading ecommerce brands. By offering an array of shipping options, discounted rates from carriers, and real-time package tracking, PackageX offers a comprehensive solution for various white glove shipping needs.
It’s time to delight shoppers with a premium delivery experience that ensures they return as loyal repeat customers.
