Why pay attention to the customer’s after-sales experience?
When you generate a successful transaction, the relationship between you and your customer does not end here, the experience of the customer after placing an order is particularly important, because it is related to whether the customer will come back to your store. It’s easy to overlook the customer post-purchase experience, but it’s undeniably an important factor in e-commerce business.
The post-sales phase is a largely untapped marketing channel that increases customer engagement and satisfaction. Unfortunately, from a seller’s perspective, taking advantage of the aftermarket experience isn’t as easy as it sounds because it’s controlled by third-party shipping companies.
From the moment a customer browses a product on the site to place an order, sellers have exclusive control over the customer experience they provide. However, after the package is handed over to the courier company, there will be a lot of uncertainty. Customers lack visibility of their packages, but they want to know exactly when their packages will arrive, so for customers, there will be a bad experience.
A large part of the postpurchase experience comes down to the reliability and predictability of order management. If the seller can provide the whole process logistics status information of the package and the estimated delivery date after the customer places the order, it can greatly establish the trust relationship with the customer.
The importance of order tracking in the after-sales experience
Failure to provide transparency on the status of customer order packages results in:
- Increased customer inquiries around questions such as “Where is my package?”;
- Not conducive to the establishment of customer brand loyalty;
- After placing an order, customers will track the package 6-8 times on average, which is the most anxious stage for customers;
- Negative reviews on social media can damage your brand’s reputation;
- Long periods of inability for customers to know the status of their packages can increase customer frustration.
So now you understand how important realtime package visibility is to your business, smart sellers should learn to control their customers’ most anxious moments after purchasing and engage with them to build their brand loyalty. If you have a logistics tracking gadget, you can solve this problem to a large extent.
If you have a tool that tracks the status of your shipments in real-time, you can:
- [Effectively reduce your customer service volume by 78%]: The number of buyer contacts is small, and the whole process of logistics tracking can be seen to help reduce the time you spend on answering questions about distribution and logistics.
- [Reduce order defects]: The order rate of untracked shipments is 1.7 times that of tracked shipments. Reducing order defects can greatly improve customer satisfaction and enhance the repurchase rate.
- [Improve seller feedback rating]: According to the feedback from buyers, being able to track the package is one of the main reasons for the positive feedback they give, and the favorable rate is one of the important indicators for the store.
- [Reduce Lost Shipment Costs]: Tracking can significantly reduce the costs associated with lost shipments. If the package is lost in transit, you can find the lost location based on the tracking information, and then determine the responsibility.
- [Increase Conversion Rate]: If you provide tracking service for 98% of your shipments, and the on-time delivery rate is 97%, then you can shorten the promised preparation and shipping time. This has been proven to increase conversion rates and revenue.