Live tracking parcels makes deliveries more efficient and removes the process’s anxiety.
Tracking your parcels live via software like Locate2u can help your business grow by making your customers feel more in control of their orders.
In this guide, you’ll learn how your business can benefit from real-time tracking with estimated delivery dates, consistent updates, and personalized communication.
Understanding Parcel Tracking
If you use your own vans or vehicles to deliver orders to customers, you require real-time tracking software to help customers follow their parcels throughout the delivery process.
It’s important to research and find out which software suits your business needs the best. There are plenty of names out on the market, but here are some of the best:
- Locate2u
- Track-POD
- Onfleet
- Route4Me
- Shipday
- Bringg
Here is a short overview of these tracking software solutions and what each one can offer a business.
What is Parcel Tracking and How Does it Work?
Parcel tracking software allows businesses to monitor every movement of their packages, from packing, shipping, and transporting them to their arrival at the customer’s door.
The information is sent in real-time, meaning if there is a holdup somewhere in the process, the system will detect it and send an automated message to the customer to notify them of the delay.
When customers expect that a delivery will be made at a certain time of the day, they can be disappointed, and if they are unaware of a delay, this could lead to a bad review.
Each parcel can be tracked individually or as an entire order of several packages simultaneously. The software uses a unique tracking number to identify and track the packages.
During the last mile, customers can also interact with delivery drivers to enquire when the parcel will arrive or even send special requests about where the parcel must be placed.
Benefits of Using a Parcel Tracking Number
Your deliveries need a parcel tracking number to be tracked. The number is scanned, which communicates with the software, sending automated messages to the customer.
Keeping customers informed reduces delivery anxiety and uncertainty. Customers can better plan their day instead of waiting all day for their order at home.
It also allows for an estimated delivery window to be worked out, reassuring customers of when the parcel could arrive.
When there is more certainty about when a delivery will arrive, there are fewer failed delivery attempts, which helps your business save time and money.
If the parcel cannot be delivered, your company must work another day to deliver the order.
Most of these top real-time tracking software offer proof of delivery (PoD) software like Locate2u that helps resolve disputes in case there are any. When a parcel is delivered, but the customer can’t find it, PoD can help prove that no wrong was done on your side.
Efficient Delivery with Live Tracking
Australia’s courier service Zoom2u says customers are likely to choose businesses that offer tracking services. “Customers appreciate being able to check the status of their orders without contacting customer service.”
Let’s look at how live tracking links can boost customer service and lure more shoppers.
How to Use Live Tracking for Faster Delivery
Firstly: Send a parcel tracking number to customers.
A parcel tracking number contains all the necessary information of the individual parcel. This unique code, which includes letters and numbers, is only assigned to one parcel.
It’s almost like a digital passport the customer uses to type into your website to extract all the necessary information on the parcel’s movement.
Secondly: Get real-time updates on your delivery status.
You can send your customers a live tracking link via email, SMS, or app notification.
After the customer has typed in the unique code into the website or application, they can view the package’s location, delivery status, and estimated arrival time.
Thirdly: Use tracking information to prepare for the delivery.
You use the live tracking information to communicate with your customers and ensure they are at the address provided on the day you intend to deliver the parcel.
Also, give a customer the option to move the delivery date or time to ensure a successful delivery.
Zoom2u founder and CEO Steve Orenstein says a live tracking link is important for a successful delivery experience.
“I know someone who was chasing up a vinyl record they’d ordered from a supplier that was in the same city as them (Melbourne, a city on Australia’s east coast).
The supplier used the tracking information to find out that it had crossed the country and ended up in a sorting facility in Perth (a city on Australia’s west coast, 3,500 kilometers by road from Melbourne). When it finally did arrive back in Melbourne, the record was damaged, presumably from the heat and multi-handling.”
The Importance of Estimated Delivery Dates in Parcel Tracking
Two things stand out here: Set clear expectations and be transparent.
According to DevRev, modern consumers have a deep desire for honesty and trust. “And nothing erodes customer loyalty faster than a breach of that trust,” the report states.
Estimated delivery dates help customers plan their day and prepare for the delivery, whether it is asking a neighbor to receive the parcel or taking time away from an office meeting.
If you create an expectation that the delivery will be made during this time window, it’s important to remain transparent about whether it will be achieved.
Keeping the customer in the loop with a live tracking link can reduce delivery anxiety and uncertainty. Customers don’t have to guess when a driver will arrive at reception or when a neighbor should be on the lookout for their parcel.
Managing Multiple Tracking Numbers for Efficient Delivery
How is a customer issued with multiple tracking numbers?
- When some of the items the customer ordered are out of stock and need to be shipped from a different location.
- If the items in the customer’s order come from different suppliers, each supplier will create its own shipment.
- A customer might place a single order but request that the items be delivered to two locations.
This is when multiple tracking numbers are issued.
It can get confusing for customers to keep track of all their orders. However, real-time tracking software consolidates all tracking numbers into a single platform.
It helps businesses and customers to monitor multiple shipments from one place without missing any updates.
What Tracking Statuses Do You Issue and What Do They Mean?
Now that it’s time to issue your customers a tracking status, you must figure out what to say and when.
Here are some tips.
Keep the message clear and straightforward. You don’t want to leave your customer more confused than informed.
A message that reads “Departure from the outward office of exchange” might sound fancy, but what does it really mean? It means the parcel is out for delivery to the destination country.
“Arrival at the inward office of exchange” is another message that can confuse customers, but in essence, it means that the parcel has arrived in the destination country.
Important Status Updates To Communicate With Customers
Order confirmed: This is one of the first messages your customer receives. It lets them know that you have received their payment and that their items are being prepared for shipping. This builds up the trust that the process has kicked off.
Shipped: This message is essential to inform your customer that the package has left the warehouse. At this point, the customer can be issued a live tracking link to give real-time updates on its status as it starts moving.
Out for delivery: At this point, your customer has an expectation. They know the delivery handover is close, and they are excited. It’s essential to keep the customer in the loop if there are any sudden changes.
Delivery delayed: This is not a message you want to send to a customer, and neither is one a customer wants to receive. But it needs to be done. If there is a delay, you must notify the customer immediately and, if possible, include the reason.
Customers are more understanding if you include a reason for the delay and the revised estimated time or date for delivery in the same message. Remember, transparency minimizes the customer’s frustration.
Delivered: This is the last message to confirm that the delivery has been successful. It could include the time and location, which also form part of the proof of delivery message at the end of a successful handover.
What to Do if Your Parcel is Lost or Delayed
- Contact the carrier and report the issue.
- Use the tracking information to investigate the issue.
- File a dispute or claim if necessary.
Tips for a Smooth Delivery Experience
You want your customers to be pleased with your service and continue to purchase from your e-commerce shop.
But how do you ensure a smooth delivery experience?
Focus on accurate estimated delivery dates, provide real-time tracking, and streamline communication.
When you set realistic timelines based on location, inventory availability, and shipping method, you can manage your customers’ expectations. Sometimes, sellers tell customers to expect their delivery within 2-5 working days to give themselves enough time not to overpromise and underdeliver.
Share tracking links with customers and communicate promptly with all the information you have. Give reasons for delays and include changed delivery times and dates.
Communication is vital. Communicate with your customers and send push notifications or SMS to avoid uncertainty and a flood of calls to the office.
Choose reliable carriers to avoid frustration when packages are not delivered on time. A reliable carrier will minimize delays and mishaps.
About the author
Mia is a multi-award-winning journalist. She has more than 14 years of experience in mainstream media. She's covered many historic moments that happened in Africa and internationally. She has a strong focus on human interest stories, to bring her readers and viewers closer to the topics at hand.
