How Can Retailers Address Order Delays and Face the Demand as the Pandemic Recedes?

Are you prepared for the holiday rush? A new seasonal shopper is about to begin!

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One thing is for sure: this holiday shopping season will be unlike any previous ones. With customers already making plans for their purchases, and eCommerce literally exploding; we may only guess that life for retailers across the country won’t be all sunshine and rainbows.

With that in mind, shoppers are leaning into the blended online and in-store purchasing experience, with digital-first habits like curbside pickup and buy online pickup in store (BOPIS) likely to continue as we approach Christmas.

Unfortunately, if there is a list of eCommerce predictions that are almost certain to succeed, the peak season of order delays should be included.

Are you concerned after reading through all of these predictions?

Take a deep breath. We’re here to help! By working ahead of time to keep your customers informed at every step of their shipping order and allowing them to pick up products at the curb, you’ll do just fine this season.

Get ready for the rush by using automated formats and reports.

 

Customers are looking for answers, so it’s best to have a set process in place and notify your customers about delivery exceptions before they reach out to you.

In this way, you can:

  • Reduce client anxiety and keep them engaged.
  • Improve customer loyalty and sales by increasing trust in your brand.
  • Reduce ticket volume and time spent on repetitive tasks
  • Improve customer communications
  • Improve your post-purchase experience

 

1. Figure out where your order challenges are: 

 

  • Stuck or have not moved for multiple days
  • Delayed by the carrier
  • Not shipped out yet
  • Backordered and need an update

 

We’ve created a variety of search filters for you to use in different combinations at once to enhance your order management efficiency: Order Number, Customer Billing or Shipping Name, Email Address, Order Status, Shipping Status, Item Status, Item SKU, and Date Range.

See How You Can Use the Orders Search Bar in WeSupply.

 

2. Delight candidates with a top-notch post purchase experience

 

How many quality customers are you losing because of weak order management and poor post purchase communications? Too many! Customers deserve a great user experience throughout their entire journey.

When your shipments go undelivered for more than three weeks because of carrier delays, you need to let your consumers know how long this will take or when they can expect their order to arrive otherwise, they’ll hound your support staff with hundreds of inquiries every day and most probably won’t shop from you ever again.

Deliver Relevant Order Updates

Keep your customers informed every step of the way, from placing an order to delivery. Get automated alerts of delivery incidents and resolve them before customers complain! 

Send Custom Messages 

Notify your clients about any delivery delays and provide them with a customized email that informs them when their items will be delivered.

We’ve put up a guide for you to assist you in getting started and setting up your notification system. 

 

3. Scale automation for high-volume shipments

 

How can automating simple tasks like notifying your customers about their orders can impact your bottom line enough to truly help you get more out of your budget?

In one sense, the answer is straightforward: time is money, and automation saves time. However, in truth, the automation potential for saving money and optimizing post purchase experiences goes a lot deeper than that.  

Customize your Shipping System to fully cover all of your order tracking needs.

Identify and proactively resolve delivery issues before customers experience them with our real-time order tracking solution that automatically updates your customers at every step of the shipping experience. Here are a handful of ways in which WeSupply may automate and solve complicated order situations.

WeSupply fully resolves over 15 order tracking use cases, and the list goes on!