Key to a great online shopping experience is the final delivery of that box home — on time, always, intact — come rain, hailstorm, blistering summers or the cold wave currently sweeping across most of north India. The experience that starts on a shopping app ends with a delivery agent knocking on the door. Unlike brickand-mortar retail, where buyers get to see and feel the product before buying, online shoppers wait impatiently for the delivery boy to arrive so the package can be opened. “Behind all the tech wizardry, it is the courier boy who is key to ecommerce running smoothly,” says Devangshu Dutta, CEO of Third Eyesight, a consulting firm specialising in retail. “Millions of dollars have been poured into gaining market share and now there is a race to improve services so buyers keep returning to the app and don’t have to worry about late deliveries.” Keeping the $30 billion ecommerce engine running smoothly are lakhs of delivery agents zipping around on two-wheelers in the metros as well as smaller cities such as Nagpur, Coimbatore, Vizag and Mathura, with boxes and food carts. The delivery boom has created a massive new sector of employment that has pulled in… Read full this story
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