Technology has brought about some amazing changes. We have at our fingertips more processing power than it took to put a man on the moon. Our everyday items have functions that our grandparents never imagined possible. From robot vacuums to Wi-Fi enabled thermostats, we have grown accustomed to having information and customization options readily at hand.
This includes shipment notifications. Not only do we expect online retailers to know us and our preferences, but we also expect notifications about the status of our order in real time. Shipping notifications have gone from a “nice-to-have” feature to an absolute must in ecommerce. And the more customized and timelier your shipping notifications are, the more memorable your entire customer experience will be and the faster your business will grow.
What Are Shipment Notifications?
Shipment notifications are messages sent to customers to notify them about the status of their order. Traditionally, these have been sent in the form of emails and not long ago were only sent when an order was confirmed, shipped, and delivered. With today’s technology, not only can the notification messages be sent more often during the fulfillment process, but they can be received via SMS text, a branded tracking page, or a push notification through an app.
What Are the Types of Shipping Notifications?
The standard status updates used for shipment notifications are normally “order received,” “order shipped,” and “order delivered.” This is the absolute minimum that a customer expects from an ecommerce retailer. However, the more information you provide and the more often you send out shipment notifications the less anxious your customers will feel and the more likely they are to buy from you again. Almost three quarters (74%) of online shoppers say that they will switch brands as a result of a difficult customer experience and a lack of timely shipping notifications can be a major contributor to that.
Consider adding the following shipment notifications to improve your customer experience:
Change in order delivery date
A lot of planning goes into the calculation of an estimated delivery date; however, many factors can change that. Letting your customer know about a date change the moment it happens will go a long way towards gaining their trust. Many delays cannot be avoided, but if you let your customer know ahead of time, they will be less frustrated than if they found out the day they were expecting their package.
Order Process Updates
Orders can take some time to process, for example, if you build custom guitars, it can take several days between when the order is received and when it is shipped. Your customer may not be aware of the many steps it takes to complete their order. Use your production software to update the customer when different steps of the building process take place. If you like, you can also get creative with the process to keep the customer engaged. Use status updates like “Your guitar is now being painted” or “Your personalized shirt is now being carefully folded and securely packed.”
Delivery Exceptions
Even after the product is shipped, the customer can blame you if something goes wrong with shipment. Make sure your shipment notifications include any delivery exceptions that let the customer know if there is a reason why the shipment is delayed or has been canceled. Staying ahead of the game is a sure way to reduce anxiety on the customer’s part and prevent customer service WISMO calls.
Out for Delivery
The day the customer is expecting to receive their order is the most anticipated part of the post purchase experience. Once their package is loaded onto the carrier and is on its way the customer’s anxiety increases. You can create more excitement by sending out a shipment notification that lets them know you are on this journey with them. The shipment notification can also include reminders to visit your site again and even offer incentives for them to return. You can do this using a branded tracking page.
WISMOlabs Customizable Branded Tracking Page
In addition to working seamlessly with most ecommerce platforms and providing excellent analytical tools, WIMSOlabs branded tracking page personalizes the post purchase experience by allowing customers to track their packages on a page that looks and feels just like your website. The entire post purchase journey can be managed using a branded tracking page allowing you to send out shipment notifications that drive customers to a customized page. With a WISMOlabs branded tracking page you can drive post-purchase engagement, extend brand visibility, reduce buyers’ anxiety, build brand loyalty, and Reduce WISMO (where is my order) calls.
Shipment notifications are a great way to keep the customer engaged, reduce costs and improve the customer experience. Contact WISMOlabs today to find out how you can set up shipment notifications in as little as 48 hours. Our post purchase platform integrates with the most popular ecommerce platforms.
