Order tracking is the part of the delivery your customer sees, and it can determine whether they contact support. Ensuring that customers receive their orders on time and in good condition is crucial for maintaining customer satisfaction and retaining business. According to a report by Deloitte, 96% of consumers consider order tracking to be an important feature when shopping online. For the retailer shipping those orders, the warehouse and customer service work from the same tracking feed to see which parcels are moving and which have stalled. That tracking feed should be part of the retailer's delivery management.
The rest of this post covers how tracking helps delivery management: status visibility, fewer WISMO calls, and how nShift builds tracking into the process. Still comparing tools? Start with our guide to choosing delivery tracking software, which sets out the selection criteria.
Visibility of every order in transit
Real-time parcel tracking shows an e-commerce business where each order is and which orders have stopped moving. In nShift Track, the Control Room gives live visibility of deliveries for every shipment in transit, and non-event alerts flag parcels that have stalled. Customer service agents can then open any single order in detail.
According to a report by Accenture, 83% of consumers expect real-time delivery updates on the status of their orders. Real-time updates provide several benefits for e-commerce businesses and customers. They enable businesses to identify delays or issues that may impact delivery times and take corrective action. They also allow customers to track their deliveries and receive updates on the status of their orders, which can help reduce customer inquiries and complaints.
Minimizing WISMO calls
WISMO (Where Is My Order) calls are a common issue for e-commerce businesses. There are calls from customers inquiring about the status of their orders, which can be time-consuming for businesses to manage. nShift offers features for proactive exception management and timely issue resolution, which can help minimize WISMO calls.
According to a report by KPMG, 66% of businesses are investing in new technologies to improve customer service. Proactive exception management involves identifying potential issues before they occur and taking corrective action. By proactively managing exceptions, e-commerce businesses can minimize the number of WISMO calls they receive and maintain customer satisfaction.
Customer communication and self-service
Effective customer communication is essential for e-commerce businesses. nShift Track uses the same feed to send delivery notifications by email and SMS and to provide branded tracking pages that keep the customer on the retailer’s site rather than a carrier’s. The page gives customers self-service options: they can follow the delivery and leave feedback without contacting support, and find links to customer service and returns.
According to a report by EY, 56% of consumers prefer self-service options for tracking their orders. Effective customer communication and self-service options can help reduce customer inquiries and complaints, improving customer satisfaction.
Environmental considerations and sustainability
Environmental sustainability is becoming increasingly important for e-commerce businesses. nShift is committed to reducing emissions from deliveries and offers features that help reduce emissions and support eco-friendly practices.
According to a report by Bain & Company, 68% of consumers consider environmental sustainability to be an important factor in their purchasing decisions. By optimizing delivery routes and reducing the number of vehicles on the road, e-commerce businesses can reduce their carbon footprint and contribute to a more sustainable future.
Conclusion
Order tracking is a crucial tool for delivery management in e-commerce businesses, providing businesses with real-time updates on the location and status of their deliveries. nShift offers advanced order tracking capabilities, including real-time tracking and visibility, predictive analytics, features for proactive exception management, customer communication and self-service options, and a focus on environmental sustainability in delivery management.
Using nShift's software, e-commerce businesses can enhance their delivery management and provide their customers with a better experience while meeting their expectations for order tracking with nShift Track.
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