The COVID-19 pandemic led to an increase in e-commerce and online shopping due to restrictions and lockdowns that prevent people from shopping physically. The rise of online shopping provides a new level of convenience which led to consumers now valuing their shopping experience more than the actual product or service.
Apart from wanting good customer service where queries and concerns are addressed adequately, customers also expect their orders to be delivered in perfect condition as fast as possible. The rise in online shopping also led to a significant increase in goods being shipped across the globe. A report published by the New York Times states that an estimated 15% of online deliveries either get lost or stolen and fail to reach their destination. These lost packages amount to millions of dollars lost in goods and services annually. To make up to upset customers, companies have to either ship their orders again or issue a refund, resulting in financial loss.
Still, the negative effects of lost shipment extend beyond monetary loss; trust is broken and customers may not return after the bad experience. While shipment loss can be inevitable at times, you can minimise potential issues by providing shipment tracking. This way, customers can be provided with consistent updates on their orders, enhancing transparency. In the event of a potential shipment delay or loss, you can take proactive steps to mitigate the issue, building trust and improving customer retention.
This article will delve into the benefits of shipment tracking, why you should offer air cargo tracking and other forms of shipment tracking to customers, and some of the best practices you can adopt in shipment tracking.
Shipment tracking is an integral element of today's comprehensive and satisfactory shopping experience. According to statistics, 24.6% of online customers say they are likely to make repeat orders from a brand that offers parcel track service.
The following are some of the ways through which global parcel tracking can benefit your businesses.
Offering shipment tracking creates a positive shopping experience for customers, improving customer retention. When customers have the option to track and trace their parcels, it offers transparency and gives them the peace of mind that they know precisely where the package is at any given time and when they will receive it. Hence, businesses looking to improve customer loyalty and satisfaction should consider offering air cargo track and trace and other tracking options to customers.
Integrating shipment tracking into your supply chain allows improved communication and collaboration between you and other players in the supply chain, including distributors, warehouse managers and delivery personnel. For example, if you foresee a potential delay due to weather or traffic conditions, you can collaborate with other stakeholders and take proactive measures like re-routing the delivery to ensure that the package reaches the customer on time.
From picking and packing, transferring to a sorting hub to courier collection, shipment tracking allows you and your customers to be notified of every step in the delivery process. If a customer wishes to have more details regarding their delivery, you can simply refer to the tracking feature instead of spending time checking with the relevant personnel. Moreover, you can also better assess the reliability of transportation modes or carriers.
Although offering customers shipment tracking services may appear to incur more costs at first, it will help you save costs in the long run. By using tracking services, you can spot areas in the shipping process that need improvement and address those issues before customers experience lost or late deliveries. Hence, you save on tangible and intangible costs, such as repackaging, re-warehousing, refunds, returns, and low customer retention rates.
Here are some of the best practices that you can adopt in shipment track and trace to enhance customers' experience.
Sharing tracking information in the form of an automated confirmation email or SMS after the completion of a purchase allows customers to know when to expect the delivery of their shipment, putting them at ease and enhancing their trust in your business.
Courier tracking is usually available on the courier service's website or applications, where customers can track their packages. To set yourself apart from other businesses, consider offering courier delivery tracking on your website such that customers can check the status of their order on your website without having to go to another website or app. This can be done by integrating shipping API in your website, situated at a conspicuous location on a homepage for easier access. This creates a more convenient and seamless shopping experience, improving customer retention and satisfaction and fostering customer loyalty in the long run.
Providing an accurate estimated delivery date is a crucial part of the shopping experience. This is particularly important during peak periods when delivery delays can be anticipated. By providing a realistic delivery date that accounts for potential delays, you effectively manage your customer’s expectations on when they can expect to receive their package, preventing disappointment and increasing customer satisfaction.