In an age where consumers are increasingly buying online, what happens after they click the “buy” button has become critical to the overall shopping experience. After all, when customers place an order, they want to see their purchase on their doorstep without worrying about unexpected hiccups. If something goes wrong, they want to know ASAP. To meet this demand, many retailers are offering their customers the ability to track their package en route.
Package tracking comes in many forms, but the best possible experience for customers is real-time package tracking. A robust package tracking solution allows customers to check expected delivery dates, as well as a shipment’s current location and more—anytime, anywhere and from any device.
In this post, we’re sharing four must-have features to look for in a package tracking solution that will improve the shopping experience and give your customers confidence when purchasing from your brand.
Must-have #1: Branded tracking pages
A good package tracking solution doesn’t reroute customers to a third-party’s website to get tracking information. Instead, it allows you to create branded tracking pages that work across multiple devices while immersing customers in your brand at every step of the post-purchase journey.
These tracking pages include all the relevant tracking information—such as expected delivery date and current package location—while promoting your brand. Because you have control over these pages, you can promote sales, serve up product suggestions, and ask for feedback.
Must-have #2: Cross-channel communications
Consumers interact with their favorite retailers on multiple channels, which is why you need a package tracking solution that can meet them where they are. A robust package tracking solution allows customers to choose whether they want to be notified via SMS, Facebook Messenger, email, or another channel. Not only does this improve the experience for the customer, but it also allows you to create consistency across devices.
Must-have #3: Insights on customer behavior
Package tracking helps customers figure out shipping status, but it also has the potential to deliver business insights. Look for a solution that allows you to collect and review customer star ratings and written comments. Your tracking solution should include a dashboard where you can assess trends and export the data into your customer relationship management system.
Must-have #4: Flexible delivery management
With a robust package tracking solution, you can help customers plan ahead. For orders that require a signature, a package tracking solution can make it easy for your customers to plan a delivery day and time that’s convenient.
Customers can redirect packages to different locations and provide information to carriers with features like delivery scheduling and package redirect, directly from the tracking page. As a result, packages are much more likely to be delivered to the right place on the first attempt, ultimately providing customers with the best experience.
As a retailer, you want to provide customers with the best possible experience throughout the customer journey. A good post-purchase experience is essential for building customer loyalty, and a robust package tracking solution can help you meet your goals. For more information on choosing a package tracking solution, check out The Retailer’s Guide to Buying a Packing Tracking Solution.