Magento has long been a popular choice for e-commerce businesses seeking to develop and manage their online stores. Its powerful features, flexibility, and scalability have made it a preferred platform for many retailers. Magento’s extensive range of features includes product management, order processing, and secure payment gateways, making it a one-stop-shop for creating a successful online store.
However, one aspect of Magento that could use improvement is its order and shipment tracking system. By default, Magento relies on shipping carriers to provide tracking information for customers’ orders. This means that the customer experience shifts from the retailer to the shipping carrier once an order has been placed. This can lead to a disjointed customer journey, where the retailer’s brand may be negatively impacted due to limited post-purchase communication and lack of branding on the carrier’s tracking pages.
Limited Post-Purchase Notifications
The default Magento order and shipment tracking system only notify customers when their order has been shipped and a tracking number has been generated. This means that customers do not receive updates throughout the shipment journey, forcing them to track their orders through the shipping carrier’s website. Consequently, the shipping carrier, rather than the retailer, becomes the focus of the customer’s attention. Carriers typically prioritize efficiency and cost savings over individual retailer brands, resulting in a diminished customer experience.
Issues with Shipment Delays and Communication
If there are issues or delays with a shipment, customers are often left in the dark. Magento’s default system does not provide regular updates, leaving customers to rely on the shipping carrier for information. This lack of communication can lead to frustration and dissatisfaction with the retailer, as customers may feel left out of the loop and uncertain about the status of their orders.
Lack of Branding and Missed Sales Opportunities
When customers are redirected to a shipping carrier’s website to track their orders, there is a loss of branding continuity. The retailer’s brand identity is not present on the carrier’s tracking page, which can diminish the customer’s association with the retailer’s brand. This loss of branding also represents a missed opportunity to build brand loyalty and generate new sales through up-sell and cross-sell promotions.
The Costs of Magento’s Shipping Tracking Deficiencies
There are several ways in which Magento’s default shipping tracking system can negatively impact store owners:
- WISMO (Where Is My Order) Calls: With limited notifications and updates, customers may contact the retailer to inquire about the status of their orders. This can lead to increased customer service costs and a strain on resources.
- Not Owning the Shipping Experience: When customers are directed to a shipping carrier’s website for tracking, the retailer loses control over the customer experience. This can result in a disjointed journey and hinder the development of brand loyalty.
- Inability to Build Brand Loyalty: The lack of branding on carrier tracking pages and inconsistent communications throughout the shipment journey can prevent customers from forming a strong connection with the retailer’s brand.
- Inability to Upsell and Cross-Sell: With customers directed away from the retailer’s website, there are fewer opportunities to showcase additional products and services, leading to potential lost sales.
In Summary
The default Magento order and shipping tracking experience is far from ideal. Retailers face several challenges, including lack of branding, inconsistent communications, and customers not being kept in the loop after a purchase. Additionally, there are missed marketing opportunities for the retailer, resulting in potential lost sales.
To improve the Magento shipping tracking experience, retailers should consider investing in customized solutions that enhance the post-purchase journey. Integrating a branded tracking page, consistent updates, and up-sell and cross-sell opportunities can lead to a more seamless customer experience, increased brand loyalty, and ultimately, increased sales.
Addressing the deficiencies in Magento shipping tracking system is crucial for creating a cohesive and enjoyable customer journey.
