“If you’re competitor-focused, you have to wait until there is a competitor doing something. Being customer-focused allows you to be more pioneering.”
– Jeff Bezos, CEO of Amazon
As an eCommerce business, your principal focus should rest on the kind of shopping experience you’re creating for customers. That’s because how you sell is why you win.
21st-century buyers value their shopping experience more than any other influential factor in their decision-making thought process. So proactive retailers make sure to build their business around that one defining factor.
Since businesses today can’t afford to leave any money on the table, you’d be doing your brand big disfavour if you were to neglect one of the most crucial aspects that boasts so much in revenue potential – Package Tracking.
Buyers want to be able to track their orders with pinpoint accuracy. So when your customers can access package tracking throughout the delivery phase, you leverage a powerful post-shopping asset to elevate their experience. That’s how you make your brand stand out.
The post-purchase experience is vital to customer retention. Remember, the cost of acquiring new customers continues to skyrocket, so it makes sense to build a loyal customer base. Having a clientele of returning customers that trust your brand can translate into repeat revenue valued in thousands or millions of dollars, and you can achieve that through automated order tracking.
Shoppers are looking to better their lives by using your products and the best way to help them is to seek more opportunities to earn their loyalty. That’s something you can achieve by creating a customer-centric experience.
It’s all about looking for how to improve every touchpoint between the customer and your brand so you can stand out. That’s what makes package tracking a win-win. Customers are said to have a 50%-80% open rate for tracking notifications, which is far higher than the 10%-20% open rate for regular marketing emails.
The reason for such massive open rates on tracking notifications is that after validating their orders, your customers have their full attention focused on your brand during the first two days. This gives you the upper hand, allowing you to inform them throughout the delivery phase using tracking notifications. Keeping them in the know at regular intervals increases their confidence and amplifies their satisfaction. The result then becomes a reduction in WISMO inquiries and a boost in customer experience.
What does that show? You have the perfect opportunity to engage more with your customers, earn their loyalty, and turn them into repeat buyers through your post-purchase strategy.
So once a buyer completes their purchase from your eCommerce store, make sure that you’re offering them a way to stay updated on the shipment status of their order. They should be able to track their order and know when to expect their package.
82% of buyers have stated clearly that they expect sellers to provide tracking package services. That’s because order tracking is now the norm, with 88% of buyers saying they track their packages online after placing an order.
This goes to show that enabling personalized post-purchase interactions through online package tracking helps to provide your customers with the best possible experience. That’s how you generate higher conversions and get the most ROI from them.
Many eCommerce merchants face the annoying challenge of having absolutely zero control over their post-purchase process. That's because it's hard for them to have full oversight of the shipping process. Such lack of visibility comes from their inability to access key data, thus making it hard to respond to WISMO support tickets from customers.
Now that’s where you can benefit the most from using a shipment tracking platform that helps you maximize customer profitability for every buyer.
FenixCommerce helps you inform and notify your customers on the status of their packages through its Package Tracking Platform. This AI-powered tool sends out automated shipping notifications to your shoppers in the form of customized SMS and emails at every key point in the post-purchase phase.
As your customers view the tracking information sent to them from time to time, Fenix leverages that engagement to create more selling opportunities for your eCommerce store in 2 ways:
Fenix empowers you with tracking pages that carry your brand designs, logo, and URL. So from the moment that customers check out up until they receive their delivery, your shoppers will be immersed in an on-brand experience. Rather than having them redirected to other tracking pages such as USPS package tracking and UPS package tracking, your customers will enjoy tracking package services from your own branded pages. What better way to keep your store on their minds and get them to return for another purchase?
When customers place an order, they usually check the tracking page anywhere from 4 to 5 times. With Fenix, you can promote special discounts and offers on your tracking page and in your notifications that are tailored to individual buyers. This method of post-purchase reengagement can help to boost your conversion rate.
Making package tracking a priority for your customers from the point of checkout presents a superb opportunity to remarket. If you get it done right, you’ll not only be exploring a proving growth mechanism, but you’ll also reduce the number of customer complaints that your support team gets bombarded with by up to 75% - something FenixCommerce helped Chess House to achieve.
As the customer experience landscaping continues to evolve, employing and implementing a robust package tracking platform like FenixCommerce will help you delight your customers.
If you’d like to see how our easy-to-deploy shipment tracking platform can help you create custom customer experiences and drive revenue, book a demo today or get in touch with us if you’d like to schedule a chat.