The competition for customer satisfaction in today's ecommerce landscape is intense, with shoppers now expecting free shipping, rapid order processing, and efficient fulfillment. What was once considered a "nice to have" for small businesses has evolved into a necessity for growth and success.
Customers, influenced by major ecommerce players like Amazon, now expect more than just quick deliveries and free shipping—they want the ability to track their orders in real-time, complete with SMS or email notifications at each stage of the order's journey. In this article, we'll explore the benefits of tracking customer orders and why implementing an order tracking tool is crucial for your business.
Why Your Online Store Should Track Customer Order Status
1. Provides a Sense of Security
After placing an order, customers experience a mix of excitement and anxiety while awaiting its arrival. Real-time order tracking alleviates uncertainties, allowing customers to monitor the delivery status themselves. This not only offers peace of mind to customers but also enables businesses to ensure smooth order processing.
A 2021 survey by OptimoRoute found that 24.6% of online shoppers are extremely likely to return for additional shopping if a brand provides real-time order tracking.
2. Allows Customers to Plan Ahead
Beyond mere curiosity, customers often need to know when an order will arrive for practical reasons. For instance, if a product is expensive, customers may not want it sitting on their doorstep all day. Order tracking, especially with SMS communication, helps customers plan accordingly.
According to ProShip, 80% of customers want to track their order status on both online platforms and their mobile devices, with 76% preferring SMS communication throughout the entire shipping process.
3. Builds Customer Loyalty
A positive customer experience on your ecommerce platform is essential for business growth. Offering tracking information, email notifications, and delivery dates creates a positive association with your brand, fostering loyalty and retention.
The Effortless Experience revealed that 96% of customers who have high-effort experiences feel disloyal to those companies afterward. Simplifying the order tracking process contributes to a seamless experience, encouraging loyalty and repeat business.
4. Frees Up Your Customer Service Team
Many ecommerce companies seek ways to reduce customer service workloads and handle simple requests more efficiently. Real-time order tracking eliminates the need for customers to inquire about their order status, reducing the volume of "Where is my order?" (WISMO) questions. Automation sends notifications or provides access to a portal, streamlining the process and increasing productivity for the customer service team.
How to Set Up Order Tracking: Let Customers See the Status of Shipments in Real Time
1. Decide on an Order Tracking Tool
Choose a reliable order tracking tool such as ShipBob, ShipStation, or AfterShip, ensuring compatibility with your ecommerce platform (e.g., Shopify, BigCommerce, Magento). These tools automate the delivery of tracking information to customers.
2. Integrate Your Order Tracking Tool with Your Ecommerce Platform
Quickly integrate your chosen tool with your ecommerce platform, such as Shopify, by accessing the app store and installing the necessary app.
3. Configure Your Tracking App's Settings
Adjust courier mapping, import settings, and tracking page settings to optimize the order tracking process. Ensure that your tracking app seamlessly communicates with your ecommerce system.
4. Let Automation Do Its Thing
After setup, the tracking tool will sync periodically, pulling shipping information from new orders. Automated notifications via email or SMS can be configured to update customers at each milestone in the shipping process.
5. Integrate Your Order Tracking Software with Your Helpdesk
Link your order tracking tool with your helpdesk to centralize shipping data and tracking information. This integration streamlines customer support processes, enabling faster resolutions.
Making Tracking Information Easily Accessible
Implement order tracking portals in order confirmation emails, embedded in the chat widget, and within your knowledge base or FAQ. This ensures that customers can easily access tracking information, reducing the likelihood of them contacting customer support for updates.
Best Customer Order Tracking App Options for Ecommerce Stores
Several reputable order tracking systems cater to the diverse needs of ecommerce businesses. Consider tools like ShipBob, AfterShip, and ShipStation for seamless and effective order tracking.
Start by building a powerful customer service team with helpdesk solutions like Gorgias, which integrates seamlessly with popular ecommerce tools, providing a unified view and optimizing response times.
In conclusion, automating order tracking, status updates, and real-time delivery information enhances the overall customer experience, reduces costs, and promotes customer retention. Utilize tools like Gorgias to streamline customer support and integrate with order tracking systems for a comprehensive ecommerce solution.
