Shipping notifications that enhance your post-purchase experience
What are the messages your customers want to hear from you? When do they want to be updated, and how? What is the benefit of communicating proactively with your customers from a commercial point of view? As the shift towards online shopping continues around the world, these are the key considerations brands need answers to. Let’s explore the shipment notifications that will enhance your customer experience.
Shipping is one of the most emotional parts of the customer journey. Yet, for many brands, there is a disconnect with customers throughout operational processes, such as dispatch, delivery and returns. In fact, after checkout many retailers rely on third parties, such as carriers, to send shipping notifications. But the brand often has little transparency into the quantity, quality and accuracy of the messages being sent.
With this in mind, more brands than ever are aiming to reclaim their end-to-end customer communication in 2022. But what are the key messages that should appear in every brand’s communication workflow?
What is a shipping notification?
Shipping notifications, also called shipment notifications or delivery notifications, is a message sent to a customer that provides an order update. Depending on the brand and the type of product being delivered, shipping notifications can vary. Yet, common examples of shipping notifications include a dispatch message, a delivery update, a failed delivery notice and so on.
A shipping notification can be sent via a wide range of channels, including email, SMS or via a chatbot messaging tool. Some brands opt for an omnichannel approach to shipping notifications, while others provide an order status page that automates an alert when a new update is available.
What is a delivery notification?
How does a delivery notification differ from a shipping notification? The two terms are often used interchangeably. But the two are often differentiated because a shipping notification is an update on any operational process between leaving the warehouse until the point of delivery.
However, after an order is delivered, any update would be referred to as a delivery notification. However, many people use the terms flexibly to refer to any kind of post-checkout message, so don’t worry about it too much.
What shipping notifications do your customers want to receive?
Our latest research found that 90% of consumers want brands to engage them during delivery. Of those, 56% want immediate updates in the event of a delay. And crucially, 31% of shoppers do not want to use the carrier’s website to find order information. Of the people we asked, 26% indicated that they want brands to send how-to guides relating to their purchase.
Additionally, 20% of people want to receive information about recycling or sustainability programs. This could include information on recycling packaging or how to ethically dispose of the product once used. Furthermore, 23% want product recommendations related to their recent purchase. For example, if you recently purchased a laptop, you may value recommended products like a protective case or a compatible mouse.
But customers do not want contact to end at delivery. 87% of people said that they’d like a brand to communicate with them proactively through the returns process. Namely, 35% want notifications when the return is shipping back to the retailer and an additional 32% want regular updates on where the return is as the process progresses.
It is clear that there is a common theme emerging: people want personalized messages. They want real-time information about their order status, with tailored complementary content too. While individuals will have different preferences for communication channels, people want to receive updates proactively, rather than having to rely on searching a carrier’s site for information. This gives you a great foundation for designing a communication workflow for your customers.
How shipment notifications help your business
Research has shown that brands that take back control of communication after checkout reap the rewards. The proactive messaging leads to a drop in expensive, time-consuming inbound inquiries. And the fresh touch points throughout the journey keeps customers engaged for longer.
As a result, sending shipping notifications can lead to a significant increase in returning traffic and repeat purchasing. Customers are more satisfied with the experience that they receive. As a result, customer lifetime value increases.
Our solution helps you control your delivery notifications
At parcelLab, we believe every step of the journey matters. That’s why we help brands stay connected to customers for longer. We partner with brands to create standout post-sales experiences tailored to their audience. Our Operations Experience Management platform enables brands to deliver personalized touch points that grab attention and spark loyalty, from their own ecosystem.
Every day, our team monitors over three million shipments and actively send around seven million pro-active, personalized, event-driven emails across the globe.
We are partnered with hundreds of carriers worldwide, including DHL, FedEx and DPD. This gives us access to the latest data, which we transform into personalized, branded experiences. For brands, that means more chances to create relationships that last. And for the people that buy from them, it means turning mundane operational moments into moments of joy.