Utrecht – Bol.com believes that the growth of online shopping in the Netherlands and Belgium is poised to steeply accelerate. To fire up its growth engine, the retailer announced several initiatives this week that tackle the biggest obstacles that consumers report when it comes to online shopping. Bol.com announced that it is eliminating shipping charges for orders over €20, introducing a 30-day return option and offering 24/7 customer service.
In recent years, bol.com has conducted continuous and extensive research into what would make Dutch and Belgian consumers choose web stores over bricks and mortar. Importantly, high and unclear shipping costs, time-consuming return procedures and a customer service department with limited opening hours were found to be major factors in keeping consumers away from online stores.
Daniel Ropers, bol.com's Managing Director comments: “As the biggest web store in the Netherlands and Belgium, we take our customers very seriously, aiming to help all consumers experience the benefits of online shopping, such as convenience and a wide offering, at low prices. We aim to remove any obstacles we identify.”
Free shipping for orders over €20
Until yesterday, bol.com charged a maximum of €1.95 per order, but now all orders over €20 will be shipped to customers' homes, alternative addresses or selected pick-up points free of charge. Ropers says “this fits in with our philosophy to create maximum shopping convenience for our customers. Today, eight million people in the Netherlands and Belgium shop online and we are happy to invest in persuading still-doubtful consumers of the advantages of online shopping.”
Ultra-long, free-of-charge return options and 24/7 customer service
Bol.com is likewise responding to many consumers' desire for ease of return. Ropers explains: “From today, customers will have 30 days to see and touch a product or item, and will be able to return it free of charge before the end of that period. And if they have any questions, they can contact our customer service department 24 hours a day, 7 days a week and not on paid 0900 service numbers but on local numbers in the Netherlands and Belgium.”