Where Is My Order Calls Are Killing Your Business… Here’s How To Stop Them
How often have you been sitting around thinking about something when suddenly a thought pops into your head.
“Hey, where’s that thing I ordered last week?”
Depending on the company you ordered from, this thought manifested in one of two ways.
It was either a pretty straightforward exercise where you opened an email and saw where your stuff was. Or it became an odyssey. You had to go to three or four different sites and fill in a ton of info like order numbers and all that.
In other words, a headache.
Now, imagine you’re on the other side of the equation, the business. A lot of people aren’t satisfied trying to go to a bunch of different sites and try to get this information. So, they call.
No company wants its customer service lines swamped with people calling wondering where their packages are, otherwise known as where is my order (WISMO) calls. And yet, it happens all the time.
So how can you fix it?
Let’s take a look.
Understanding the challenge
Customer experience is such a huge part of buying and selling today, especially online. If you fail at that, it’s really easy for your customers to move on to some other brand. That makes it difficult to build up loyalty.
One way to help create more loyal customers is through great customer service and meeting their needs and wants. With ecommerce, shipping is a huge part of that.
Check out this graphic:
The stat that should catch your eye is the last one. Nearly 95% of customers expect to get an update on their shipment.
Yet, when they don’t get that, the first thing they do is pick up the phone and call. That leaves your customer service team wasting their time on information that could be solved with an email instead of digging deep on bigger issues.
So where you can focus on solving this problem, or at the very least, putting a dent into it, is through email.
Using real-time order tracking emails
Imagine you automated your order tracking emails to get sent out to every customer, and whenever they opened that email, they got updated information in real-time.
Pretty cool, right?
Well, it’s possible.
With moment of open emails, every time your customer opens their email — be it right away or two days later — the email is updated with real-time tracking information.
The image above is just one example of what this type of email can look like for your customers. Every time they go back to this email and opens it, the information displayed will be the most accurate real-time data. It allows your customers to always know where their package is, 24 hours a day, seven days a week.
It shouldn’t come as a big surprise that with an email like this, you can expect those where is my order calls to pretty much vanish overnight. Your customers don’t need to waste their time trying to figure out where their purchases are; they can follow along right from their email.
That saves them time and aggravation (while giving them a case of the warm and fuzzies), and it keeps your customer service department from having to field a lot of angry calls.
Personalize order tracking emails
Plus, there’s another cool feature that comes with these moment of open tracking emails — it’s yet another way to include personalization in your email marketing.
We know how important personalization is when it comes to getting readers to turn into customers. But it’s also really critical after your readers become customers too. You can tap into your order tracking emails to offer yet another way to provide personalized information to your customers.
You can further personalize the example email above a couple of ways. Add images of the products your customers have bought as well as images of related and featured products you might want to upsell. Another option is to showcase VIP or loyalty data and toss in a few related product reviews too.
As you can see, there’s a ton of potential.
Ready to take back your customer service calls?
You can do it!
One way is through real-time order tracking emails. If you do this, you can start improving your overall customer experience and let your service team focus on tackling the more significant issues.