Last mile delivery poses challenges such as limited choice of delivery options, last mile delivery tracking issues, returns management, not to mention environmental and emissions concerns.
In today's digital age, customers expect to be able to track the status of their orders in real-time. A staggering 97% of customers expect to be able to track their orders in real-time (Source: RetailTouchPoints). The ability to track deliveries in real-time is crucial for enhancing customer satisfaction, building the brand, and reducing order-related queries.
This is especially true for ecommerce businesses, where customers are not able to see their orders in person as they are processed and delivered.
Delivery tracking provides a number of benefits for ecommerce website owners, including:
- Improved customer experience: Tracking provides customers with visibility and real-time updates on the status of their deliveries. This enhances customer satisfaction by reducing anxiety and uncertainty, as customers can monitor the progress of their orders and have a clear idea of when to expect the delivery. This transparency builds trust and improves the overall customer experience.
- Delivery accuracy: Last mile delivery tracking helps ensure delivery accuracy. It allows customers to verify that their orders are on the right track and heading to the correct destination. If any discrepancies or errors occur during the delivery process, tracking can help identify them early on, enabling prompt resolution and minimizing potential last mile delivery issues.
- Proactive communication: Tracking enables businesses to proactively communicate with customers regarding delays, delivery schedule changes, or unexpected circumstances. This helps manage customer expectations, provide timely updates, and maintain open lines of communication. By keeping customers informed, businesses can mitigate frustrations and address concerns promptly.
- Operational efficiency: Tracking provides valuable data and insights into the delivery process. Businesses can analyse tracking information to identify patterns, optimize routes, and streamline operations. This data-driven approach helps enhance operational efficiency, identify areas for improvement, and make informed decisions to optimize the entire last mile delivery process.
- Security and accountability: Tracking enhances security and accountability throughout the delivery chain. It provides a digital record of the delivery journey, including timestamps, locations, and proof of delivery. This data can address potential disputes, resolve issues, and ensure the responsible parties are held accountable.
- Customer retention and loyalty: Consistently providing accurate tracking information fosters customer loyalty. Customers appreciate businesses that prioritize transparency and reliability. By delivering a positive tracking experience, businesses can increase customer satisfaction, encourage repeat purchases, and promote long-term loyalty.
There are a number of ways to implement delivery tracking for an ecommerce business. Some businesses use a third-party tracking service, while others develop their own in-house tracking system. The best option for a particular business will depend on its specific needs and requirements.
Regardless of the approach, delivery tracking is a valuable tool that can help ecommerce businesses improve customer satisfaction, increase efficiency, and reduce risk. By providing customers with visibility and transparency into the delivery process, businesses can build trust and loyalty, which can lead to increased sales and profits.
Here are some additional tips for ecommerce website owners who want to improve their delivery tracking:
- Make it easy for customers to track their orders: The easier it is for customers to track their orders, the more likely they are to do so. Provide customers with a variety of ways to track their orders, such as through a website branded tracking page, email notifications, or SMS text messages.
- Provide accurate and timely tracking information: Customers need to be able to trust that the tracking information they are provided is accurate and up-to-date. Ensure that your tracking system is up-to-date and that you can provide customers with accurate information about the status of their orders.
- Communicate with customers about delivery delays: If there is a delay in a customer's order, be sure to communicate with them as soon as possible. Let them know why the delay is, when they can expect their order to arrive, and reduce WISMO calls.
- Resolve delivery issues promptly: If there is a problem with a customer's delivery, such as a lost or damaged package, be sure to resolve the issue promptly. Work with the customer to find a solution that is satisfactory to both parties.
By following these tips, ecommerce website owners can improve delivery tracking and provide customers with a positive and seamless shopping experience.
