How to offer the best tracking experience and boost customer loyalty
29 March | 14:00-14:30 CET
Build a better customer experience with nShift Track
In this webinar, nShift Post Purchase CX expert Sean Sherwin-Smith guides us through the capabilities and benefits of the newest solution from nShift – nShift Track.
Get ready to boost your customer loyalty!
Nothing damages a customer’s relationship with a brand faster than confusion over the delivery of their order combined with a feeling of being unimportant, as the retailer takes their money and hands the relationship over to the carrier. “Where is my order” is still the most common customer service inquiry. These “WISMO” calls eat away at resources and margin not to mention eroding customer loyalty.
Better customer communication improves loyalty
nShift Track can help retailers cut down on support calls, provide a better customer experience and generate new revenue opportunities.
Key features of nShift Track include:
- Branded tracking portal and mobile app (via nShift MyParcels mobile app) for delivery updates, returns policies, and more
- Multi-channel delivery status communications via customers’ preferred messaging channel, e.g. social media, messaging apps, SMS, or email
- 60 percent reductions in “where is my order” (WISMO) support calls
- “Control room” oversight of all deliveries, so retailers can pinpoint delivery hold-ups and proactively offer alternatives to customers
PRODUCT DIRECTOR – POST-PURCHASE PRODUCT MANAGEMENT
With 30+ years in final mile technology, product and CX, Sean has a wealth of knowledge and first hand stories to share, helping retailers understand the psychological, commercial and operational advantages that can be created in the post purchase journey. From the very early days of eCommerce, he has helped and advised retailers and carriers how to keep customers engaged after they have clicked the buy button and convert them into loyal brand advocates.