On these days, customers expect free delivery for every order they place and also want their orders to be delivered at lightning speed.
While customer satisfaction gets priority in this competitive ecommerce landscape, here, the order tracking feature came into play. Order tracking is a vital element of the online shopping experience that allows customers to stay informed about the status and location of their purchases.
With ecommerce customer support software, you can offer multi-channel assistance, enabling customers to reach out for order tracking updates through various means, such as email, chat, or your website.
This article will explore the importance of order tracking and discuss strategies for efficiently implementing the order tracking service for your ecommerce customers.
Why your online store should track customer order status?
Customers have adapted to the practice of tracking their online orders from order processing to delivery at their doorstep. Offering real-time data on processing their purchases benefits both customers and the e-commerce organization in distinct ways.
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Lowers the number of returns you can expect
Products that arrive late and are no longer wanted or needed by the customer are frequently returned. Customers can more accurately predict when the goods will arrive with accurate and up-to-date order tracking.
It reduces the likelihood that they will just mail the box back to you when it does. Furthermore, as you may anticipate, lowering returns significantly boosts the revenue of your company.
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It frees up your customer service team.
Numerous online retailers are searching for methods to simplify customer support processes and reduce time spent on routine inquiries. One of those methods is to offer real-time order tracking so that clients don’t have to inquire, where is my order?
One of the most frequent inquiries consumers make to any e-commerce company is about the status of their orders. Rather than requiring them to phone or email, tracking systems proactively send email notifications or grant access to a portal where they may monitor progress in real time.
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Builds customer loyalty
For your business to develop, the client experience you offer on your e-commerce platform is crucial. Businesses that provide seamless experiences to their new consumers are likely to see a higher rate of repeat business.
Giving customers access to tracking details, email alerts, and delivery schedules can improve customer satisfaction, foster a favorable relationship with your business, and increase loyalty and retention.
Your company will expand if you can establish a regular business cycle. Thus, one major benefit is rewarding loyalty with an intuitive order monitoring system.
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Allows customers to plan ahead
Customers require order tracking information, including the estimated time of arrival. For instance, while ordering expensive products, customers don’t want to sit on their front porches all day.
They may have to work from home to accept the package if a signature is needed. Updates on status are essential in such situations.
Customers may prepare for an exciting unpacking or must-have item by staying in regular contact with their order via a mobile device, whether at home or on the move.
Strategies for Providing Order Tracking
The use of a client order tracking system has many benefits. Because maintaining a manual tracking system requires a lot of work, we advise choosing a pre-built solution. More data entering can be needed for a custom-built tracking page than other options.
An ecommerce helpdesk, integrated with robust helpdesk software, can streamline the order tracking process, allowing customers to access their shipment status and related information easily. Here are a few strategies to provide real-time order tracking to customers.
Implement a User-Friendly System:
Ensure that your order tracking system is user-friendly and intuitive. A user-friendly order tracking system is essential for a seamless customer experience. Customers should effortlessly access it through your website or mobile app, fostering convenience and satisfaction.
Clear instructions and readily available FAQs further aid customers in navigating the tracking process, ensuring they can monitor their orders with ease, reducing support requests, and enhancing their overall shopping experience.
Real-Time Updates:
Delivering a superior order-tracking experience involves real-time updates that keep customers informed at every step. These updates should encompass order processing, shipping progress, and estimated delivery times.
To ensure accuracy, collaborate with dependable logistics providers to obtain precise tracking information, assuring your customers of a trustworthy and transparent order tracking process.
Email and SMS Notifications:
Utilizing automated email and SMS notifications is a proactive way to keep customers engaged and informed throughout the order process.
By notifying them when their order is confirmed, shipped, and out for delivery, you ensure that customers remain in the loop, enhancing their overall satisfaction and confidence in your ecommerce platform.
Ensure that your order tracking system is mobile-responsive. Many customers use their smartphones for online shopping, and a mobile-friendly tracking interface provides convenience.
Personalization:
Offer personalized order tracking experiences by allowing customers to choose their preferred notification methods (email, SMS, or in-app). Personalization enhances the customer experience.
Make order tracking available through multiple channels, including your website, mobile app, social media, and customer service. Customers should be able to reach out for support or tracking assistance when needed.
Integration with Customer Accounts:
Giving consumers easy access to order tracking information through their account dashboards simplifies the process for regular clients.
This not only simplifies their interactions with your e-commerce platform but also serves as an incentive for users to create accounts, strengthening consumer engagement and fostering brand loyalty in the process.
Clear Communication:
In case of delays or issues, maintain open and clear communication with customers. Proactively inform them of any unexpected delays and provide options for resolving problems.
Offer robust customer support for tracking inquiries. Ensure your customer service team is well-trained to handle tracking-related questions and issues promptly and accurately. Collect customer feedback on the order tracking experience and use this input to identify areas for improvement.
Wrapping up
Besides helpdesk software, providing a real-time order tracking feature is essential for e-commerce businesses to succeed. It not only increases consumer satisfaction but also lowers support requests, simplifies your company’s operations, and builds the credibility of your brand.
By implementing the strategies mentioned above into practice, you can provide your e-commerce clients with a streamlined and reliable order-tracking experience, boosting their confidence and commitment to your company.
