Five customer complaints and how order-tracking software helps reduce them

Five customer complaints and how order-tracking software helps reduce them

Customers will abandon retailers over late deliveries. Ecommerce delivery tracking can reduce WISMO calls and keep customers coming back

Some 86% of consumers will abandon a brand over just two poor customer service experiences.[1] Five of the most common complaints related to something going wrong in the delivery process.

Ensuring you deliver on your promises and offering more delivery options is an important part of reducing complaints.

But so is ecommerce-delivery tracking. Sending relevant updates to customers or directing them to a branded parcel tracking page can cut the number of WISMO (“where is my order?” calls). Leaving these updates in the hands of the carrier company, means the retailer misses an opportunity to build their own brand with the customer.

According to our NEW guide "The five customer complaints that matter most – and how to avoid them", five of the most common complaints in online retail include:

  1. “My delivery is late”

Shoppers will forgive the occasional delay so long as updates are clearly communicated. This requires good ecommerce delivery tracking, including last-mile delivery tracking. It’s important to send updates directly to the social channels that people use every day, rather than expecting shoppers to check an email or webpage. Ensuring that these updates reflect the look and feel of the retailer, creates another opportunity to build the brand.

  1. My package turned up when I wasn’t there

Waiting in all day for a delivery that doesn’t come is a common complaint. Many retailers send last-mile delivery updates via email, which often include the option of changing their delivery option. But gone are the days when people lived their digital life through their inbox.

  1. My parcel was damaged when it arrived

An incorrect or damaged product will not only result in complaints and damage your reputation, it could also mean costly exchanges, refunds, or even compensation.

  1. Your delivery options don’t suit me

Around half of online shopping baskets are abandoned due to a lack of delivery options. Getting this wrong can be a silent killer for the business.

  1. Where is it? Where is it? Where is it?”

Shoppers want a tailored experience, driven by constant information flows and updates. For online retailers, WISMO (where is my order?) enquiries are the clearest express of the frustration that manifest when people don’t get the communications they want.

nShift provides an ecommerce order tracking solution that helps improve customer loyalty. It enables retailers to take control of customer communications, ensuring customers can follow orders from the moment they’re purchased to the moment they arrive at their preferred delivery destination. During the whole process, they are in direct contact with the retailer, creating opportunities to build the brand and remarket other products.

Our delivery management software can connect businesses to a library of over 1000 ready-made carrier connections. This makes it easier to offer a range of delivery options and compare performance between carrier companies.

 

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[1] https://emplifi.io/press/86-percent-consumers-will-leave-brand-after-two-poor-experiences?utm_medium=cmswire&utm_source=paidmedia?utm_content&utm_content=86-percent-consumers-will-leave-brand-after-two-poor-experiences

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