All these behind-the-scenes shipping options are all well and good but what does it mean for the customer's after-purchase experience? With tracking notifications, customers get to follow every step of their order’s journey as it makes its way to them. This keeps them informed and gives them a sense of control.
Customers want to see notifications in the right place, preferably their go-to messaging apps, and savvy online retailers make strategic use of these channels, even letting customers choose their own preference. The trick is to send the right update in the right place at the right time.
Any time you can ease the pressure on your customer service team is a win for your bottom line.
Automated and timely updates detailing when a package is shipped, in transit, or delayed can lift that burden.
Internally, however, you will want to monitor an order’s whole journey with every non customer-facing touchpoint, including orders that are pending, waiting, returned or lost.
This ‘logistics intelligence’ is not just about preempting problems but measuring each step in the journey, as well as the overall performance of couriers over time. With so many moving parts, it pays to be proactive.
