In today’s fast-paced eCommerce landscape, the customer journey extends well beyond checkout. With consumers expecting fast, reliable, and transparent delivery experiences, online stores are increasingly focused on optimising the post-purchase phase. This is where Scurri Track Plus comes in; empowering you to take control of the customer delivery experience from start to finish.
With Scurri Track Plus, you can reduce delivery support overhead, minimise customer inquiries, prevent negative reviews, and increase repeat purchases. All while maintaining a seamless brand experience across every touchpoint. This comprehensive tool allows you to engage your customers, reinforce brand loyalty, and transform the delivery process into a marketing opportunity that drives growth for your online shop.
The Importance of Post-Purchase in eCommerce
The post-purchase phase is often an underutilised aspect of the customer journey. For many eCommerce retailers, marketing activity can focus predominantly on the pre-purchase phase.
However, an increasing amount of eCommerce retailers recognise that the post-purchase experience is a critical period for engaging customers, building brand loyalty, and even driving future sales.
Here’s why the post-purchase experience matters in eCommerce:
High Customer Engagement
After making a purchase, customers are highly engaged. They’re excited to receive their products, and are often checking for updates, making this the perfect opportunity to communicate and reinforce your brand. In fact, Scurri Track Plus customer Dobell reported a 57% click-through rate on emails after a short period of going live with their own branded tracking emails – showing the power of having a simple post-purchase solution in place.
Brand Trust and Loyalty
A seamless delivery process builds trust. When customers receive timely updates and a smooth delivery experience, they’re more likely to become repeat customers. On the other hand, delays, lack of communication, or poor experiences can result in negative reviews and lost business.
Marketing Opportunities
Post-purchase communications aren’t just about delivery updates, they’re also an opportunity to upsell, cross-sell, and promote new products. A well-timed email or notification can encourage additional purchases or reinforce brand loyalty.
Scurri Track Plus can empower you to maximise these benefits by offering a suite of tools designed to optimise the post-purchase phase. Here are four ways it can help transform the post-purchase experience:
1. Engage Customers with Branded Tracking Emails
One of the most effective ways to engage customers after they’ve made a purchase is through personalised, branded communication. Tracking emails are an essential part of the post-purchase journey, and with Scurri Track Plus, retailers can take full control of these interactions.
Extend Your Brand with Customised Emails
With Scurri Track Plus, every tracking email you send is an opportunity to reinforce your brand identity. These emails are fully customisable, allowing you to match the design, colours, and messaging to your brand’s guidelines. Whether you use user friendly drag-and-drop tools or HTML templates, creating professional and personalised emails is simple and intuitive.
Key Benefits of Branded Tracking Emails:
Brand Consistency
Branded tracking emails help ensure that your customers see your brand’s look and feel at every touchpoint, from order confirmation to delivery. This consistency strengthens the customer’s connection to your brand and enhances their overall experience.
Increase Revenue
By including product recommendations, special offers, or promotional banners in your tracking emails, you can drive additional purchases for your eCommerce website.
Reduce Customer Queries
Clear communication is key to preventing WISMO inquiries. By providing detailed tracking information, customers can easily check the status of their delivery without needing to contact customer support.
The integration capabilities of Scurri Track Plus make it easy to sync with popular eCommerce platforms like Shopify, Ometria, and Klaviyo. This means you can automate the delivery of personalised tracking emails, ensuring that your customers are informed and engaged at every stage of the process.
2. Boost Brand Loyalty with a Retailer-Branded Tracking Timeline
The tracking page is often one of the most visited pages after a customer places an order. Instead of relying on a generic carrier tracking page, Scurri Track Plus enables you to offer a fully branded tracking timeline that keeps customers engaged with your brand throughout the delivery process.
Deliver a Consistent Brand Experience
Benefits of a Branded Tracking Timeline:
Build Trust and Confidence
Customers want to know when their order will arrive, and providing them with clear, real-time updates builds trust in your brand. The more transparent and informative you are, the less likely they are to become frustrated or anxious about their delivery.
Promote Special Offers
The tracking page is an ideal location to showcase additional products or promotions. With custom imagery and links, you can use this space to upsell or cross-sell, encouraging customers to make future purchases while they wait for their current order.
Reduce WISMO Inquiries
By providing detailed and up-to-date tracking information, you’ll significantly reduce the number of customer inquiries related to order status. Customers can easily check their order’s progress without needing to reach out for support.
Scurri Track Plus offers two options for the branded tracking timeline; it can either be embedded directly into your website, or you can use a Scurri hosted tracking page, fully branded to your specifications:
Embedding the Tracking Timeline on Your eCommerce Website
Drive Additional Traffic
Keeping customers on your website during the delivery process creates more opportunities for engagement. You can use the tracking page to highlight product recommendations, new arrivals, or ongoing promotions.
Full Control Over the Experience
With the tracking timeline embedded on your site, you maintain control over the entire customer journey from order to delivery. This allows for a more personalised and cohesive experience.
Monitor Analytics
By keeping traffic on your eCommerce site, you can track customer interactions and monitor how they engage with your content. This data provides valuable insights into customer behaviour and preferences.
Hosted Tracking Page by Scurri
No Development Required
Scurri’s hosted tracking page is easy to set up and requires no development work on your end. You can customise the page with your logo, colours, and images to ensure it aligns with your brand.
Seamless Branding
The page is fully customizable, so you can create a seamless brand experience from start to finish.
Monitor Traffic and Analytics
As with the embedded option, the hosted tracking page provides you with full visibility into customer traffic and engagement. This gives you valuable insights into how customers interact with your brand during the delivery process.
3. Turn the Post-Purchase Experience into a Marketing Opportunity for Your eCommerce Website
The post-purchase period is often overlooked as a potential marketing opportunity, but it’s a prime time to engage customers and drive future sales. With Scurri Track Plus, retailers can transform the post-purchase experience into a key marketing channel that boosts revenue and reinforces brand loyalty.
Automate and Personalise Post-Purchase Communications
With Scurri Track Plus, you can automate and personalise your post-purchase communications based on a range of triggers, such as delivery status, customer location, or order type. These automated messages allow you to stay connected with your customers throughout the delivery process, ensuring they receive timely and relevant updates.
Examples of Automated Post-Purchase Messages:
Once the customer’s order has been delivered, send them a follow-up email requesting a review. Positive reviews are a powerful tool for building trust and credibility, while negative reviews provide valuable feedback for improvement.
Unboxing Incentives
Encourage customers to share their unboxing experience on social media by offering a small incentive, such as a discount or entry into a contest. This not only boosts engagement but also generates user-generated content that can be shared across your marketing channels.
Delivery Reminders
If a customer’s order requires a signature upon delivery, you can send a reminder email when the package is out for delivery, ensuring they’re available to receive it. This reduces the risk of missed deliveries and improves the customer experience.
By automating these communications, you can ensure that your customers receive personalised, relevant messages at key points in the delivery process. All while reducing the manual effort required from your team.
4. Reduce Customer Support Overhead and Negative Reviews
One of the primary goals of Scurri Track Plus is to reduce the operational burden on retailers by minimising the need for customer support interventions. By providing clear, real-time tracking information and personalised updates, retailers can significantly reduce WISMO inquiries and prevent potential delivery-related frustrations. As Scurri’s own research shows that 64% of customers will leave a negative review when they receive an unsatisfactory response to a WISMO query, this is crucial.
When customers have a smooth, transparent delivery experience, they’re less likely to leave negative customer reviews or seek assistance from your support team. This not only improves customer satisfaction but also frees up your team to focus on other priorities.
A crucial factor in determining loyalty
By transforming the delivery experience into a seamless, branded, and engaging journey, Scurri Track Plus helps online shops boost brand loyalty, increase repeat purchases, and reduce customer support overhead. With customizable solutions that integrate seamlessly into your existing tech stack, it’s never been easier to turn the post-purchase phase into a powerful asset for your business.
Are you ready to elevate your delivery experience and put your brand front and centre? Discover the full potential of Scurri Track Plus today and take your eCommerce business to the next level.