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Ecommerce order tracking: A must for ecommerce brands

Versha Kamwal
September 12, 2021
5
mins read

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The customer experience (CX) is defined by the interactions and experiences your customer has with your ecommerce business. It is a top priority to businesses all around the world and here's the reason; by focusing on customer experience, you can reduce churn and increase revenue —leading to higher profits.

One of the best ways to enhance customer experience is to empower customers with complete visibility of their online purchase via order tracking.

In this blog, you'll learn what is ecommerce order tracking, why order tracking is a must for an ecommerce business, and how to delight your customers with Eshopbox's real-time order tracking.

What is ecommerce order tracking?

Ecommerce order tracking is the process that enables customers to monitor the status of their online orders in real-time. It includes features like estimated delivery dates, shipment tracking, and frequent updates on an order’s status and location.

Order tracking plays an essential role in creating a positive customer experience. If customers are eager or anxious about when their order will arrive, order tracking keeps them informed and eases their stress about—where their order is, when it will arrive, or if there are any delays or exceptions.

Order tracking provided by an ecommerce brand
Order tracking provided by an ecommerce brand

Why order tracking is a must for an ecommerce business?

1. Meeting customers expectations

97% of customers expect the ability to monitor their orders throughout every step of the shipping process. While customers look up to the status of their orders at an average of 3.5 times per order. These statistics clearly state that customers become accustomed to having a high level of visibility into their orders. If you provide up-to-date order updates and information, you can build customer trust which can prove vital for your business’ growth and reputation. This kind of stress-free delivery experience can help you keep up with ever-growing customer expectations.

2. Reducing costs

Customers want the ability to track their orders. If you don’t provide it, you probably have to deal with hundred of WISMO (where is my order) calls, customer complaints

and inquiries which will be very costly in the long run. After a saturation point, you would have to hire customer service executives or outsource customer service or use a chatbot to address each and every customer query and grievance. It is a critical situation as if you don’t, your customer reviews will suffer dramatically. Ultimately, it can tarnish your brand's reputation.

In contrast, if you provide order tracking to your customers, the number of queries will decrease drastically. All the tracking information will be automatically sent to your customers. By automating the order fulfilment with order tracking, you can lessen the workload, reduce the burden on your customer support team, and focus on quality assurance. This will help you save time and money so that you can invest in other methods of improving the customer experience.

3. Maintaining more control over order fulfilment

Order tracking not only helps customers but also ecommerce brands. Your brand’s reputation is on stake once your products leave the fulfilment centre. 94% of consumers blame retailers for poor order delivery. In case of a shipping exception, you can monitor your orders and resolve any issues that arise owing to delays, tracking, or a customer’s expectations. Without a system in place, important tracking information can get missed that can result in customer dissatisfaction and ultimately as returns.

4. Improving customer retention and driving sales

Nowadays, every major ecommerce brand and marketplace provides order tracking. Such a competitive landscape demands to be up-to-date in terms of convenience otherwise you can lose out to Amazon and other brands. Order tracking is an efficient way to let your customers know that your ecommerce business is reliable that is important for creating a loyal customer base and driving repeated purchases.

5. Enhancing the post-purchase experience

The post-purchase experience determines if a customer will purchase from a brand again or not. While a positive experience triggers repurchase and increases customer lifetime value (CLTV), a negative experience persuades customers to switch to your competitors. Here, order tracking comes into play to bridge the gap between the post-purchase phase and order delivery phase. Order tracking creates a seamless post-purchase experience by instilling customer trust. It can relieve any stress or anxiety customers may face with their orders.

Delight your customers with Eshopbox's real-time order tracking

Eshopbox enables you to enhance the customer experience by giving your customers the complete visibility of their orders at every stage of order fulfilment—order received, order packed, shipped, in transit, out for delivery, and delivered. Even in case of a return, refund or exchange, your customers are fully informed.

Proactive customer notifications

With Eshopbox, you just need to set up automated notifications once and notifications will be triggered to your customers seamlessly. This means real-time order status via SMS and emails will be sent proactively.

Blackberrys provides order status via email and text messages
Blackberrys provides order status via email and text messages

Self-service customer portal

Your customers have access to the self-service portal, a secure page that lets your customers to track their orders, returns, refunds and exchanges whenever they want. The customer portal allows your customers to:

  • Track their orders in real-time on a dedicated tracking page
  • Receive an estimated date of deliveries for their orders
  • Receive an estimated date of pickups for their returns
  • Initiate returns and exchanges from the customer portal
  • Access a tracking page that includes complete order information such as the order number, order details, and profile information

Duke India provides real-time order tracking via Customer Portal
Duke India provides real-time order tracking via Customer Portal

Bottom line

Order tracking has now become a necessity in the modern ecommerce landscape. It allows your customers to view their order status, track delays, arrival times, and other related information about their orders. This builds trust between your customers and your ecommerce brand. It also reduces costs associated with customer service and gives you more control over your order fulfilment process. By paying attention to the post-purchase experience, you can delight your customers, and increase customer retention. Thus, such visibility enabled by real-time order tracking allows you to boost ecommerce sales in the long term.

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