The fast expansion of e-commerce has resulted in equally quick advancements to the purchasing experience. What was once a highlight of the consumer experience is now standard practice for many companies.
As a result, it’s predictable that businesses are investing more in customer experience as a differentiator than ever before in an increasingly saturated industry.
Global expenditure on customer experience is anticipated to exceed $640 billion by 2022, and with many customers prepared to remain shopping and even pay extra for a positive customer experience, the investment is a no-brainer.
So, how can you make the consumer experience better?
There are other levers you may pull, but delivering proactive and transparent updates on your customers’ shipments is essential, so setting up shipping notifications will be your first step.
In this post, we’ll go through the various sorts of shipping alerts and how to use them.
Shipment Notification Definition
Shipment alerts, also known as delivery notifications, provide clients with real-time updates on the progress of their products.
Customers are likely to anticipate email notifications, but similar messages can also be delivered by mobile app alerts (such as the Route app) or SMS messages in addition to email.
Order processing, label generation, shipment delivery dates, package tracking numbers, and other shipping notifications can be sent by direct-to-consumer (DTC) businesses.
Shipment alerts, regardless of the kind, assist keep consumers informed throughout their post-purchase experience.
This kind of interaction develops customer loyalty and raises the holy grail of all e-commerce metrics: your repeat customer rate.
Shipment Notifications Types
Every sort of shipment notice is vital in the buyer’s journey.
Here are a few different kinds of shipping alerts that merchants can (and should) send to consumers, as well as how they help both the client and your business.
- Shipment Created
The initial shipment message sent to a client should inform them that their purchase has been created.
It is critical to provide a shipment notification at this stage in order to keep your clients engaged all the way until delivery.
- Exception for Shipment
Unfortunately, not every package will arrive on time, which is where a delivery exception notification comes in.
A shipping exception notifies the client that their original anticipated delivery date will not be fulfilled and offers a new delivery date.
The best policy is honesty. Customers that are kept updated in real-time will have more reasonable expectations and will be more satisfied throughout the post-purchase experience.
- Notifications of delivery: Picked up, Ready for Delivery, and Delivered
As the delivery date approaches, each client becomes increasingly impatient for their product to arrive.
Delivery alerts serve to meet customer information needs by informing them when their shipment has been picked up for delivery, is on its way for delivery, or has been delivered.
To increase your clients’ enthusiasm, you may send updates across numerous channels (mobile app, email, SMS, etc.).
Importance of Shipment Notifications in E-Commerce
Shipment alerts are useful not only for customers but also for your company. You’ll remain ahead of the competition and establish brand loyalty if you keep clients updated throughout the post-purchase process.
Here are a few examples of how shipping notifications may help your business prosper.
- Customers have complete visibility.
Customers nowadays are more tech-savvy and discriminating than ever before, which means they want to be able to track the progress of their orders from the time they check out until the moment their shipment arrives.
Shipment alerts provide clients with complete visibility by giving real-time information from the time a shipment is made until it arrives at their door.
This transparency empowers consumers while also lowering support costs by avoiding “Where’re my order?” (or WMO) questions.
- They aid in the enhancement of brand reputation.
Your brand reputation may make or destroy your business in today’s competitive e-commerce market.
Shipment alerts enhance your branding by providing clients with an immersive brand experience at every stage of the purchasing cycle.
They’ll be more inclined to recommend your company to others, tell their friends and family about their experience, and return to make another purchase.
- They alleviate buyer anxiety.
Package theft and loss are increasing in tandem with the popularity of e-commerce, making buyers apprehensive until the goods are safely in their hands.
Customers, on the other hand, will never have to wonder about the status of their delivery or feel annoyed trying to discover information with shipping alerts.
Instead, they’ll be pleased with the proactive, clear shipment information they receive regarding their order throughout the post-purchase process.