When I buy an item from an online retailer, I want the item as it was yesterday. Retailers and your own customers may feel the same. But then there’s real-time tracking to help you keep your customer hooked.
You may be experiencing frustrated customers calling your team asking where their package is.
It doesn’t have to be this way.
Let’s explore what real-time tracking can do for your online retail business and how you can keep customers glued to your brand until an order arrives at their doorstep.
Real-time tracking in logistics: Why I switched to technology
I spent nine years working for a logistics company. All my dispatch and delivery planning was done from my own experience. I cannot count how many times angry customers called to find out where their cargo was located.
Then we flipped the switch: Delivery technology was introduced into our daily operations, and what a difference it made.
- Our team knew exactly where our trucks were.
- Customers received accurate updates on cargo.
- Our level of service “hit the roof,” so to speak, because we were on top of every truck movement.
Added to this, our warehouse loved the new switch because it gave them time to plan within the warehouse. The team could move cargo stacks around in time to receive cargo.
We didn’t have the situation where cargo arrives and there’s no space for the cargo to be stored.
While our company was not a retailer, one of our major clients was a furniture retailer. Instead of call updates, the customer could track their orders.
Customers want transparency in the delivery experience
Imagine a customer places an order but is not given an ETA on the purchase. Or your business sends a notification saying: “Please expect your package to arrive between 11am and 4pm today.”
The customer’s order arrives at their doorstep, but at 5pm. Not a great shopping experience. They decide to never shop with your business again. That’s lost revenue.
According to a PwC report, 65% of consumers say a positive delivery experience directly influences their brand loyalty.
Your customers may be walking away if you’re offering vague delivery updates like “your order will arrive by 5pm.” Even worse, your competitors who are offering real-time tracking are winning shoppers over.
What are the benefits of real-time tracking for your customers?
If you’re not offering real-time tracking on customer orders, then take a look at why this technology benefits their experience with your brand.
- Peace of mind: When customers can see where their order is, they feel reassured that their package will arrive in good time.
- Order security: The customer will know that their order has not been lost somewhere in transit, and trust that the item is on its way.
- Estimated time of arrival: Your customer receives a proper update on the time their order will arrive.
- Better planning: Customers can plan their day, and due to the live tracking, they can plan to be home to receive their package. No more missed deliveries either.
Why does my e-commerce business need live tracking?
Think about it this way: If you were a customer of an online retailer, would you want to know when an order will arrive?
If your answer is “yes,” then it may just be the right time to start using delivery technology.
UK-based Allegro Logistics specializes in e-commerce fulfillment solutions and emphasizes the importance of order tracking. “Streamlining the order process for your e-commerce store increases customer satisfaction, making them more likely to come back.
Customers like to know where their package is and how long it has left before delivery – real-time order tracking is the way to show them.”
Let’s recap: Why your retail business needs real-time tracking
Okay, by now I hope that your standard message alert for orders has been thrown ouf of the window.
Without real-time tracking customers are not certain if any order will actually be delivered. This may cause them to shop with your competition instead.
Delivery technology can help you keep customers informed about purchases, and because their shopping experience was good, they will keep coming back.
I want to leave you with some advice from delivery expert and CEO of Locate2u, Steve Orenstein: “I can’t repeat this enough: making sure the customer experience is good is more important today than ever before.”
You may be losing customers because you’re not offering real-time tracking. Give customers the ability to live track an order. You will keep them hooked.
About the author
Sharl is a qualified journalist. He has over 10 years’ experience in the media industry, including positions as an editor of a magazine and Business Editor of a daily newspaper. Sharl also has experience in logistics specifically operations, where he worked with global food aid organisations distributing food into Africa. Sharl enjoys writing business stories and human interest pieces.
