As a retail eCommerce director of customer service, you are aware of the importance of offering a seamless and user-friendly experience to your customers at every stage at every stage of their journey, including order tracking after they’ve hit that ‘purchase’ button.
In the eCommerce world, the post-purchase phase is just as crucial, if not more, than the purchasing stage itself. This is where WISMOlabs steps in with its innovative post-purchase experience platform, constantly adding features to further improve the customer journey. Today, we are thrilled to announce a new feature that is all set to simplify the post-purchase experience: Self-Serve Order Tracking.
Understanding Self-Serve Order Tracking
Self-Serve Order Tracking empowers your customers to track their orders and shipments at their convenience, with no need to authenticate to their customer profile on your site or wait for tracking links sent via email or SMS.
Customers simply enter their order number along with the email address or phone number they used during the purchase to get the order status. This self-serve order tracking option displays relevant messages tied to their order processing and shipment phases (Label created Not yet in System, In-Transit, Out for Delivery, etc…), providing a clear picture of their order progress and manages customer expectations.
Enhancing Post-Purchase Experience
The addition of the self-serve order tracking feature enhances the post-purchase experience for customers. Our existing functionalities such as branded tracking page, proactive shipment notifications and a powerful marketing engine for upselling and cross-selling, are all fully available with this new feature enabled. This ensures a consistent and cohesive branded experience for the customer, from order placement to final delivery.
As eCommerce service directors, the advantages for you are now threefold. Firstly, this feature reduces WISMO calls. Secondly, it strengthens your relationship with customers. Lastly, it presents an opportunity for generating extra revenue.
| Advantage | Advantage Description |
|---|---|
| Reduction in Customer Service Queries | Significantly reduce the number of order and shipment tracking-related queries your customer service team faces, thereby freeing up resources for more complex issues |
| Enhanced Customer Relationship | Strengthen the bond with customers by providing more control and transparency over their orders, leading to increased customer satisfaction and loyalty. |
| Revenue Generation Opportunities | Offers potential for additional revenue through personalized advertising, upselling, and cross-selling of products and services relevant to the customer and their order. |
Seamless Integration
The order tracking feature is readily available to all existing retailers enhancing the shipment tracking experienceusing WISMOlabs professional plan with the eCommerce connector or API integration.
Using the Self-Serve Order Tracking Feature
Integration is as easy as adding a ‘Track my Order’ link anywhere on your site – be it in the footer, header, or a dedicated customer service section. For authenticated customers on your site, deep links can be utilized with additional parameters such as the order number, enhancing the self-serve order tracking experience.
This direct approach helps customers feel more connected with your brand, keeping them engaged even after making their purchase.
Conclusion
In the age of eCommerce, maintaining a strong post-purchase experience, including order and shipment tracking, is paramount. With WISMOlabs’ new self-serve order tracking feature, we strive to make that experience even better. It’s all about making order tracking and shipping tracking smoother, more transparent, and, most importantly, customer-centric.
Stay ahead of the eCommerce game with WISMOlabs – ensuring a seamless post-purchase experience that includes top-notch order and shipment tracking, keeping your customers coming back for more!
