This All-in-one Order Lookup Page to Reduce the Customer Queries by 3X

Shipway has launched order lookup page that will solve customer queries without interacting with the customer support team, and at the same time, it is a promising approach towards delivering a world-class customer experience for D2C e-commerce brands.
This All-in-one Order Lookup Page to Reduce the Customer Queries by 3X

E-commerce is one of the most challenging industries to operate in when it comes to customer satisfaction and to walk on the footprints every D2C brand looks up to Amazon, Flipkart-like big market players for the same.

Resolving this major industry problem, Shipway has launched its order lookup page that will solve loads of customer queries without interacting with the customer support team, and at the same time, it is a promising approach towards delivering a world-class customer experience for D2C e-commerce brands.

Whenever a customer purchase from a D2C website, some of their questions never change, such as:

This All-in-one Order Lookup Page to Reduce the Customer Queries by 3X

Timely follow-ups, interaction less resolution, customer-centric service, are few things Shipway has resolved in their order lookup page to provide a good customer service experience.

“The implementation of Order Lookup Page has reduced 30-40 percent of the customer support tickets” is what Parth Mashrani has to say about Shipway’s order lookup page, the co-founder of a true D2C brand Capes India, since they’ve started using it.

High time to realize the post-purchase gap.

Every D2C merchant adores Amazon, Flipkart-like marketplaces, and wants to build their brand like these, but why?

For the level and quality of services, especially post-purchase services they provide to their customers. The major reason why people trust them, even if the product quality doesn't work for them, is for a reason they know their problem will be timely resolved and will receive a refund if required.

The confidence customers lack in D2C brands, put them in hesitation to purchase.

This lack of confidence in customers is born with a lack of quality experience they faced - the post-purchase gap that we are talking about.

Majorly these 4 sections of services are what is required to be improved as a post-purchase experience for D2C e-commerce brands:-

●    Delivery Experience - One of the most frustrating experiences for buyers is receiving the late order. Delivery speed, delivery options, delivery cost, delivery transparency are exactly what contribute to a positive delivery experience.

●    Transparent Communication - Real-time updates about location and shipping status notifications have always been important to online shoppers and thereby contend to make a shift in their shopping behavior.

●    Re-attempt Request - Always keeping the customers in the loop when it comes to order's real-time update. In case of non-availability to receive the order, notify them with a chance and option to re-attempt the delivery.

●    Return Request - Taking return requests and their updates over the phone call or email via customer support team, involves a lot of hassle and uncertainty for the customer.
You will be amazed to know that 60-65 percent of e-commerce customers don't feel like repeating purchases if they had a bad delivery experience and also don't want to return if no direct and timely resolution is provided.

How is Shipway bridging the gap through an Order Lookup Page?

A good post-purchase experience doesn't only make a brand experience more memorable for customers but can also increase the customer retention rate.

According to 86 percent online shoppers, post purchase experience is fundamental to their decision to buy again.

This All-in-one Order Lookup Page to Reduce the Customer Queries by 3X

Shipway has created an ‘All-in-one’ service page as order lookup which includes - 
1.    Order Status
2.    Proof-of-Delivery (POD)
3.    Non-delivery Follow-up
4.    Cross Sell Opportunities
5.    Order Details and Invoice Downloads

Noticing what D2C business' customers need and thorough study of customer behavior for repeat purchasing, Shipway introduced this buyer-centric page for D2C e-commerce brands and called it an ‘Order Lookup Page’.

A platform that is offering an experience that can go beyond branded tracking pages and enhance your customers' post-purchase experience with your brand.

Wondering, How?

Unlike a regular branded order tracking page, the order lookup page leverages the brand to showcase more information to customers and increase their loyalty, LTV, and retention.

Upgrading an order tracking page to an order lookup page will definitely give an edge to D2C e-commerce brands, as unknowingly they are transferring 70 percent of their customer traffic to 3PL sites by sharing the direct order tracking link or tracking number of their shipping partner.

Losing this percentage of customer traffic, when you can bring it to your ecommerce website and encourage them to repeat purchase!

Ever thought to hold this traffic to your own website? When order status emails have such amazing open rates then why share all that traffic when you can keep that to yours?

Shipway has few numbers to share for such a defined tracking page.
- Existing clients are more likely (60-70 percent) to buy your product or service than new clients (5-20 percent), at lower costs (6-7 times less).
- Overall 10-20 percent cost saving annually.
- Your business gains brand advocates and a dedicated brand community.

Make shopping experience extravaganza

The post-purchase experience gap, discussed in the beginning, if filled properly can boost the repeat purchase on any D2C website, just by adding a multi-feature customized branded order tracking page or an order lookup page. It alone can create the best opportunities for the D2C e-commerce brand to impress the end-customers and increase sales percentage. 

Creating an excellent blend of personalization and marketing on a single page is more likely to improve the post-purchase experience for the customers. 

To sum up the advantages of the order lookup page, the increased transparency in communication can lead to:
- Reduction in Customer Inquiries
- Reduced Customers' Anxiety, and Negative Experience 
- Increased Customer Loyalty
- Spread of Positive Word-of-Mouth
- Improved Brand Reputation

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