Package Tracking Is Just As Important Outside Of The Holiday Season!
If you’re a business that ships physical goods, you probably feel the crunch around the holiday season. That’s when you have a ton of people shopping from Black Friday through New Years’.
Package tracking and shipping confirmation is a pretty big deal this time of year. The holiday season is one of the few times of the year when there are specific dates items need to arrive. If they don’t, well, it’s not great for you, or your customers.
Unsurprisingly, brands put a lot of focus on package tracking during the holidays and then take the foot off the gas the rest of the year. What you want to do, instead, is always have a focus on package tracking year-round. It’s not just something to care about during the holidays.
Here’s how focusing on package tracking can help your customers and your brand.
Improve your customers’ experience
A big trend that brands need to pay attention to today is customer experience. That goes far deeper than looking at how your customers buy and how easy it is to complete a transaction. You want to look at everything from a 30,000 foot view.
How does your site look? Is it easy to sign up for emails? Are people getting segmented into targeted lists? Do customers get the information they want? Is it easy to buy items abandoned in a shopping cart or track their packages?
Of these questions matter. Because if your site is making the experience annoying or problematic, consumers don’t have to stick with you. They’ll go someplace else.
Something consumers, in general, want is real-time live updates of what’s happening with their account. Package tracking is just one option. Right now, it’s not exactly easy to find out where your package is with one click. Consumers typically have to go from their email back to a brand site to log in or to a shipping company, enter the tracking number, and so on.
With live images, you can give your customers real-time information that updates every time they open their email. Even if the email is a few days old, they can open it up and get up-to-date data on where their package is and when it will arrive.
Reduce customer service calls
Having real-time package tracking can help remove some wondering and second-guessing about where shipments are, especially during busy times.
It’s not uncommon for the majority of customer service calls to involve package tracking during the holiday season. If you remove that question mark and give your customers the information they need, they don’t need to look anywhere beyond their inbox. For example, real-time package tracking can dramatically reduce where is my order calls.
That can have positive knock-on effects throughout your company.
If your customer service team isn’t inundated with package tracking calls, they suddenly have a lot more free time. They can use that to help other customers struggling with bigger issues and work on follow up calls to see if customers are happy with their products. Both of those help make your customer’s experience much more pleasant.
See how it all ties together?
Focus on giving your customers more of what they want
Improving something seemingly as insignificant as package tracking can actually have a positive trickle-down impact throughout your company.
Customers are happier because they know where their stuff is, your customer service team can focus on the big issues that matter, and you start building trust as a brand that has it all together.
By giving your customers access to real-time information, they feel in control. All they have to do is open their email, and with live images, they will get the most up-to-date personalized information they need. Regardless of the time of year, they will know exactly where their package is and when they can expect it. And, if there are delays or other issues with the carrier, they’ll know, all in real-time.
Now is the time to start looking at the areas you can improve your email. Your customers want the most personalized, up-to-date information as possible. You can help deliver that with real-time package tracking updates.