Sashank RavindranathDid you know that over 40% of your e-commerce store’s support tickets are post-purchase related?
A large chunk of them are primarily WISMO or WISMR.
Under traditional processes, a ticket is created, an anxious/ angry customer is on the other end, you manually check their order status with the shipping carrier, apologize for the issue, and hope they forgive you enough by continuing shopping.
However, the last part is highly doubtful because
- Manually tracking parcels and communicating order status info is going to take a lot of time
- Customers prefer brands that engage with them proactively
More than 85% of customers want to experience proactive communication and contact from a business.
On the other hand, customers have little patience for errors these days.
They expect brands to keep them in the know about their parcels at all times and resolve or at least inform them about delivery issues beforehand.
Due to this inadequate control of manually tracking your shipments, you’re putting your customer support reps in the line of fire against angry customers and a high support volume.
If you wonder why this bombardment of customer support tickets should bother you, know that these queries take up a large chunk of your support team’s time.
Each time they are forced to deal with these post-purchase queries, they are prevented from dealing with other major issues at hand, leading to severe problems.
You can avoid this whole scenario with the help of real-time tracking, i.e., staying on top of each of your parcels, from the moment they’re picked up by a shipping carrier up until they are delivered to their designated destination. This unprecedented ability allows you to identify issues they face, which in turn allows you to take pre-emptive action that prevents customer pain.
How Real-Time Tracking Helps You Reduce Customer Support Tickets
Real-time tracking provides you the opportunity to solve delivery issues well before your customer is even aware that an issue exists.
Here’s how it works.
- With customers highly anxious about their order status when left in the dark, you can give them detailed information on their orders, so that they are cognizant of their deliveries and stop calling you regarding WISMO or WISMR.
- On the same lines, when a customer’s shipment in transit faces distress, especially during the busy holiday season, you can arm your support reps with real-time information to be more proactive in handling delivery issues and mitigate the negative impact on customers.
Both of these ensure greater customer satisfaction and set your customer on the path of repeat shopping.
Track your parcels in real time with LateShipment.com
LateShipment.com’s Delivery Experience Management (DEM) platform comes with a real-time tracking solution that gives you a ton of opportunities to optimize your post-purchase efforts to the fullest.
By proactively resolving delivery issues through DEM’s real-time tracking, you can witness a 72% reduction in WISMO customer requests.
Here’s how it works:
Keep your customers’ anxiety at check with delivery status notifications
The average online shopper tracks their parcel around 8 times post checkout on the tracking page of shipping carriers like FedEx & UPS. This is more than enough to prove that customers are always anxious about their parcel’s whereabouts.
By sending automated and timely notifications via email, SMS, or WhatsApp to your customers about their orders for events such as “Shipped,” “Attempted,” and “Delivered,” so that their anxiety is eased. The best part, you can build flows and automate notifications directly in your marketing automation tool such as Klaviyo and Attentive via LateShipment.com integration.
You can also host a tracking widget on your store (app, website or chatbot) to enable customers to look up order statuses any time they want.
Proactively resolve delivery issues with delivery exception notifications
Today’s customers are less tolerant towards delivery issues and will opt for a competitor at the first chance of bad delivery experience.
Rather than staying reactive, you can get proactive alerts for critical issues like package delays or lost in-transit and proactively notify customers about them to mitigate negative experiences.
You can also reduce additional support tickets by triggering these alerts on your helpdesk to empower support agents with real-time order status information and shorten time to resolution.
Give the full picture with informative tracking pages
Extend real-time tracking onto your order tracking pages by providing detailed shipment information including order number, tracking number, delivery status, delay incidents and package items.
Even when the order is split into multiple shipments or is being sent through multiple carriers, you can enable unified and simple tracking, to ultimately reduce customer queries.
In an era where customers expect speed, transparency, and proactive communication, real-time tracking is a powerful tool for e-commerce businesses to reduce “Where is my order?” (WISMO) inquiries and enhance customer satisfaction.
By providing accurate, up-to-the-minute tracking information, businesses can address customer concerns before they escalate, reducing the burden on support teams and allowing them to focus on more complex issues. With LateShipment.com’s real-time tracking solution, keep your customers informed and strengthen your efforts to improve metrics related to loyalty.
Don’t let delivery issues impact your customer relationships — Get a guided product tour today and transform your tracking experience into a strategic advantage that keeps customers happy and engaged.