We've all had that moment as kids where we made a mistake and had the opportunity to get ahead of it by proactively telling our parents before they found out. But most of the time, we didn’t. And they found out anyway and we got in twice the amount of trouble. But those few times we did, the punishment was typically reduced because we bit the bullet and proactively confessed.
Your customers are no different. When their order is shipped or if there’s any type of issue, they expect you to notify them before they have to find out on their own.
In fact, 83% of customers expect regular communication about their orders (Narvar) and 96% of consumers expect package expectations to be identified and resolved by the merchant (Convey). Further, your customers are so eager to receive their orders that they check the order tracking page 2.6x per order.
Your customers have high expectations. And leaving them in the dark can ruin your relationship with customers.
Additionally, these repetitive shipping and delivery-related inquiries can be extremely burdensome for your customer support team. And according to a study conducted by CrazyLister, over 40% of customer service inquiries are related to shipping and delivery. This consumes your customer support resources and takes away from other high-value responsibilities.
So how can you get ahead of these customer inquiries and create a memorable experience for your customers? The solution is rather simple: send automated proactive shipping notifications and provide a fully branded tracking page for customers to check on their orders.
Sending shipping and delivery notifications can be accomplished with AfterShip where you can send notifications via email and SMS.
There are 7 different order statuses that you can use to trigger when a notification is sent to a customer.
Proactively sending these notifications will help put your customers at ease while. And for those customers who tend to check on their order multiple times per day, you can direct them to a dedicated self-service tracking page where they can freely monitor their order without having to contact your team.
Proactively sending these notifications will help put your customers at ease while. And for those customers who tend to check on their order multiple times per day, you can direct them to a dedicated self-service tracking page where they can freely monitor their order without having to contact your team.
Proactively sending these notifications will help put your customers at ease while. And for those customers who tend to check on their order multiple times per day, you can direct them to a dedicated self-service tracking page where they can freely monitor their order without having to contact your team.
Here’s an example of how Athletic Greens uses AfterShip allows customers to easily type in their order number and email address to track their order without having to contact customer service.
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