Sashank RavindranathThe holiday season is a critical time for e-commerce businesses, with the potential to attract new customers and drive significant sales.
To take things a notch further, you need to stand out in a competitive landscape and retain customers. The best way to do that is to deliver an outstanding post-purchase experience to build a loyal customer tribe and grow.
There’s an easier way to do this — leverage their existing tech stack to create seamless and delightful post-purchase experience without starting from scratch. Here’s how to do it effectively this holiday season.
Leverage Existing Tools to Enhance Your Customers' Holiday Post-Purchase Experience
Understanding how you can leverage technology to enhance the experience of your store ultimately comes down to picking the right set of tools to support your scaling efforts and improve your customers’ experiences at every stage of their journey.
With advanced shipment tracking, delivery, and returns management tech, brands big or small can easily provide great post-purchase experiences that drive fierce customer loyalty. The best part is, here are some ways for you to do that without making any changes to the existing tools that you’re using.
1. Leverage Email Marketing Tools for Post-Purchase Engagement
Communicating relevant information at the right time to customers makes a whole world of difference for a customer anticipating their order (especially during the Holiday season when their parcels are prone to delays).
This is where you can leverage marketing automation tools such as Klaviyo, Attentive, Omnisend or Twilio by integrating with a post-purchase platform like LateShipment.com to:
- Send post-purchase transactional emails and SMS notifications to keep your customers in the loop about their orders throughout the delivery and returns lifecycle and to keep customers informed when your customers’ parcels are facing uncommon delivery issues such as weather-related delays during the holiday season
- Send follow-up emails requesting reviews or feedback about the purchased product.
- Trigger personalized upsell or cross-sell emails featuring products that complement the customer’s recent purchase. For example, if a customer has recently purchased a camera, you can recommend accessories like lenses or tripods.
2. Enhance Your Customer Support Reps Tracking and Delivery Visibility Using Delivery Experience Platforms + Help desk Integration
Delivery experience platforms like LateShipment.com can transform the post-purchase journey by providing real-time tracking and predictive delivery alerts whenever something goes wrong with your customers’ orders.
You can extend this post-purchase visibility to your helpdesk platforms such as Zendesk, Gorgias, or Freshdesk to
- Automate responses to common queries such as “Where is my order?” or “How do I return an item?” during peak shopping periods to enhance customer satisfaction and reduce support workload.
- Automatically trigger delivery-related tickets for several common delivery issues and enable your customer support team to proactively resolve delivery issues by stepping in where necessary and taking necessary corrective measures.
Being proactive mitigates your customers’ worries and sets them on the path towards satisfaction. Moreover, it also reduces the burden on your support team during the busy season and lets them focus on product-related queries. Also, taking preemptive action results in your customers appreciating your efforts, which can prove to be fruitful during times like the Holiday season.
3. Streamline Your Returns Process Via Integrating Your E-commerce Platform/ OMS
An efficient returns process is crucial for maintaining customer satisfaction, especially during the holiday season when return rates tend to spike. Returns management software, such as LateShipment.com, can help streamline this process.
Integrating your e-commerce store or Order Management Systems such as Shopify, BigCommerce, Magento, Linnworks, ShipStation, etc, can enable you to streamline your shipping processes and enhance the post-purchase experience.
This integration allows businesses to automatically sync order data, track shipments in real time, and proactively manage delivery exceptions. Additionally and more importantly, this integration also allows businesses to provide seamless returns experiences via:
- Allowing customers to initiate returns, print labels, and track the status of their returns through a self-service portal and thereby reducing the manual workload for support teams
- Leveraging returns data to identify common reasons for returns and make adjustments to product descriptions, quality control, or sizing information.
- Improve revenue by incentivizing customers to opt for exchanges or store credit over refunds for each return
And ultimately make returns easy, frictionless, and an integral part of your post-purchase strategy.
One Simple Integration, a World of Retail Benefits
Pairing LateShipment.com with your existing e-commerce, order management, marketing automation, and helpdesk tools allows you to tap into all the great benefits that can take your business to the next level.
LateShipment.com integrates seamlessly with your existing tools and makes it possible to boost their capabilities in the following ways:
Additionally, LateShipment.com also can integrate with custom-built tools and platforms. Our API makes it easy to enable such integrations.
At LateShipment.com, we are committed to enabling your business to wrest control of the post-purchase experience you provide customers. Therefore, integrate your tech-stack with LateShipment.com and stand apart from your competitors by offering your customers near white-glove service in the post-purchase phase.
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Still have questions? – Talk to our integration expert
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