Improve the Post-Purchase Experience with Order Tracking
August 16, 2023
by Rebecca Fox

In today’s fast-paced digital world, delivering a seamless and enjoyable post-purchase experience is vital for the success of your online business. Enter order tracking and notifications – a powerful tool to keep your customers informed and engaged throughout their post-purchase journey.

Discover how this simple yet effective product can make a significant impact on customer satisfaction, brand loyalty, and business growth. Let’s dive in.

What is Order Tracking?

Order tracking enables you to keep customers up to date on the status of their orders in a branded, customizable way.

Send order tracking notifications via email or SMS to keep your customers updated throughout the customer journey. Then take them back to your order tracking portal to see the status of their order shipments, while keeping your brand at the forefront of their minds.

Benefits of an Order Tracking Portal

Implementing an order tracking portal brings various benefits that can positively impact your eCommerce business:

Reduce Customer Anxiety and Frustration

By providing real-time updates on shipments, you alleviate customer concerns and build confidence in your brand. 

When customers can easily check the progress of their shipments and receive delivery notifications, they feel more in control of the process.

Providing proactive order tracking updates enables you to reduce Where Is My Order (WISMO) calls, freeing up your customer service team to focus on other tasks and creating a positive perception of your brand.

Encourage Repeat Purchases

One of the significant advantages of having the order tracking portal directly embedded in your store is that it brings your customers back to your website. 

Every time they check their order status, they’re interacting with your brand and immersing themselves in your online store. This increased engagement boosts the chances of them making additional purchases, thereby increasing your revenue.

The order tracking page also presents a valuable opportunity for strategic marketing. You can include promotional materials such as banners, sales advertisements, or product recommendations on the tracking page, turning the order tracking portal into an additional source of revenue.

Build Brand Awareness

When customers interact with a well-designed and branded tracking portal, they subconsciously associate the positive experience with your brand as a whole. This consistency in branding throughout the customer journey reinforces your brand’s identity and values.

The more confident customers are about your brand’s reliability and attention to their needs in the post-purchase process, the more likely they are to recommend your business to others. 

Increase Customer Loyalty

The experience of tracking an order enhances the overall customer journey. It keeps customers engaged and informed, resulting in higher customer satisfaction rates. 

Satisfied customers are more likely to become loyal customers, which is essential for the long-term success of your eCommerce business.

They’re more likely to leave positive reviews and share their positive experiences with others, contributing to increased word-of-mouth referrals.

Build Customer Trust

By enabling customers to track their orders in real-time, you empower them with the information they need. They can see when their package is shipped, out for delivery, and has been delivered. 

This level of transparency creates a sense of trust among customers and increases the likelihood that they’ll be satisfied and buy again. 

97% of customers say that delivery tracking is important to them, so the experience you provide can make a big difference.

Understanding the Order Tracking Portal

ReturnGO offers a wide range of customization options for the order tracking portal, allowing you to align it with your brand image. You can adjust font colors, settings, and other design elements for a seamless and branded user experience, reinforcing your brand’s image and instilling confidence in customers.

Add the Order Tracking Portal to Your Store

Integrating the order tracking portal into your store is simple and efficient with ReturnGO. By embedding the portal directly within your website, customers have easy access to their shipment information without redirects or extra steps. 

The seamless integration of the portal ensures that customers stay within your brand’s ecosystem throughout their entire shopping experience.

Define Search Options

Customizing the search options is another valuable feature of the order tracking portal. You can define the search criteria of tracking number, order number, or zip/phone/email, making it easier for customers to easily track their order. 

Taking a user-friendly approach improves the overall customer experience and reduces the likelihood of issues coming up.

Send Order Tracking Notifications

Real-time order tracking notifications are a game-changer when it comes to keeping your customers engaged and informed. 

ReturnGO offers the flexibility to customize notifications for your customers, providing automatic updates on order status, shipping details, and delivery information.

When customers receive real-time order tracking notifications with relevant information about their order, it provides reassurance and reduces Where Is My Order (WISMO) calls to customer support.

Integrating with Klaviyo for Personalized Email and SMS Notifications

ReturnGO also provides integration options with popular platforms like Klaviyo. By leveraging Klaviyo’s powerful capabilities, you can take your email and SMS notifications to the next level. 

Utilize advanced segmentation and automation features to create highly targeted and personalized communication for different customer segments, resulting in higher engagement rates.

How the Order Tracking Portal Works

The order tracking portal consists of two screens:

Search Screen

The search screen is where customers enter their order number and tracking number, which helps the system locate and display their order. This reduces customer frustration and anxiety by providing immediate access to their shipment status.

Order Tracking Information Screen

The second screen presents comprehensive details related to the order. Customers can view all shipments associated with the order, including the tracking number, status, estimated time of arrival (ETA), and shipment history. 

This comprehensive view enables customers to track multiple packages from the same order simultaneously.

Opt-Out Option for Further Notifications

Another valuable feature of ReturnGO’s order tracking portal is the opt-out option. Customers have the freedom to choose whether they want to receive further notifications about their order. 

This choice respects their preferences and ensures that you are not bombarding them with unwanted updates.

Tips for Using the Order Tracking Portal

To maximize the benefits of the order tracking portal, consider implementing these tips:

Promote the Convenient Order Tracking Portal

Promote the use of the order tracking portal to your customers through emails, social media, and your website. 

Educate them about the ease of staying updated on their shipments and how it will improve their overall shopping experience.

Ensure User-Friendliness

The portal is designed with a user-friendly interface and intuitive navigation, so customers can find the information they need without any confusion or frustration. 

Test the portal from the perspective of a customer to see how it works. Gathering feedback from customers can help you identify areas for improvement and make necessary adjustments to enhance the user experience further.

Present Clear and Concise Information

When it comes to order tracking, clear and concise information is key. Instead of using technical jargon or complicated language that may confuse customers, ReturnGO uses simple and straightforward language to communicate order status and delivery updates, and you can customize the text to fit your brand voice.

Relevant details such as tracking numbers, estimated delivery dates, and shipping carrier information are included in an easy-to-understand format.

Use Order Tracking to Improve the Post-Purchase Experience

Order tracking and notifications play a pivotal role in enhancing the post-purchase customer journey for your eCommerce business. 

So what are you waiting for? Improve your post-purchase experience today with ReturnGO’s order tracking, and let your customers experience the convenience and satisfaction of staying informed every step of the way.

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