In a world where customers are more demanding and impatient than ever, eCommerce businesses need to find ways to set themselves apart from the competition. One way they can do this is by offering an exceptional order tracking experience. Order tracking is an essential part of the customer journey, and it's important to get it right. In this article, we'll explore why creating an effortless order-tracking experience is so crucial and how you can make it a reality for your business.
Delivery Anxiety
Where is my order? When it be delivered? Delivery anxiety is a natural feeling that customers experience after they purchase an item online. More and more people believe that deliveries can go wrong, and based on a UPS study, 96% of shoppers are actively tracking their orders.
Delivery anxiety is a real thing! One is the feeling of being out of control. When you're waiting for a package, you have no idea when it's going to arrive. Will it come today? Tomorrow? Next week? This lack of control can be very stressful. Another contributing factor is the fear of missing out. If you're waiting for an important package, you might feel like you're missing out on whatever's happening while you're waiting. This can be especially true if your package is delayed or lost. Finally, there's the worry that something will go wrong. Will your package get stolen? Will it arrive on time? What if something happens to it in transit?
All of these worries can definitely impact your customer shopping experience and retention.
Customer expectation=Customer satisfation
In today's digital age, customers expect to be able to track their orders from start to finish. This means your company need to have a robust order-tracking system to meet customer expectations.
There are several benefits to having an effective order-tracking system.
Provide a better customer experience. Customers appreciate being able to track their orders and see where they are in the shipping process. This transparency builds trust between the customer and the business.
In addition, it improved Customer Retention: Customers with a positive experience with your business are more likely to return in the future. An effortless order-tracking experience can help you build customer loyalty and improve retention rates. This kind of experience also have a significant impact on your customers reviews (Part #3 of the Ecommerce Series) .
Seamless Experience= Saving Money
An effective order-tracking system can help your company save money.
By being able to track orders, companies can avoid lost, damaged shipments . It's also valuable because of the insights it provides about potential problems with order fulfillment and shipping. You can track orders in real-time, which means you're able to find and fix issues as soon as they happen - before your customer is even aware of them.
Contact avoidance for your customer support team.
If customers don't have a way to track their order, inquiries about shipments will quickly overwhelm your customer support team. To avoid this issue, be sure to offer real-time tracking information. No need for data, go ask your customer support team how much delivery information request represent in the total volume!
How to create an effortless order tracking experience
You can do a few key things to ensure your order tracking experience is as effortless as possible for your customers.
Make it easy for customers to track their orders.
Include an order tracking page on your website where your customers can input their order number and view the status of their shipment.
Send automatic shipping updates.
Use a shipping notification tool to send automated emails or text messages to customers when their order ships and provide them with a tracking number.
Offer multiple delivery options.
Give customers the flexibility to choose how they want their orders delivered, whether by standard shipping, express shipping, or even local pickup.
Make customer service easily accessible
If there are any issues with an order, customers should be able to reach out to your customer service team quickly and easily. Include contact information (phone number, email address, etc.) on your order tracking page so that customers know how to get in touch if they need assistance.
By following these tips, you can create an effortless order-tracking experience for your customers that will keep them coming back to your store again and again.
What should you be on the lookout for in an e-commerce order tracking tool?
There are a few key things you should look for when choosing an e-commerce order tracking tool.
1. EASY
First and foremost, the tool should be easy to use and allow your customers to track orders in real-time. Additionally, it should provide detailed information about each order, including the items ordered, the shipping address, and the expected delivery date.
2. SIMPLIFIED
Deliveries can be complicated, and it's not always easy to keep all the players straight. Warehouses, 3PLs, and carriers all play a part in fulfilling customer orders, but they often take a back seat to the customer's experience. Your customer doesnt have to know your Supply chains partners and processes.
4. PERSONALIZED
Personalization era start with your own personna : make sure your order tracking software includes a touch of your brand's personality and that it’s sending relevant messages when updates are needed.
5. INTEGRATED
Integration with your existing systems. It's important that the tool you choose can integrate with your existing systems (like your website and CRM) so that it can seamlessly fit into your workflow.
6.AUTOMATED
The ability to set triggers for automatic notifications. This will help avoid manual intervention and keep your process streamlined.
7.SCALABLE
Scalability. As your business grows, you'll need a tool that can grow with you. Look for a tool that is scalable so that it can accommodate your future needs.
Conclusion
Overall, order tracking has become an essential part of the online shopping experience. By creating an easy-to-use system, businesses can provide their customers with the peace of mind that comes with knowing where their purchase is at all times. In addition, by offering this service, businesses can create a sense of brand loyalty and customer satisfaction that will keep shoppers coming back for more.
Order tracking gives customers the transparency and peace of mind they crave while helping companies to save money and improve their bottom line.
Sandra A.
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