Ecommerce is slowly, but surely, evolving to the point that it is entirely customer-oriented.
What was once the simple rule of ‘What the customer wants the customer gets‘ has turned into something much more. What shoppers want, they get. They get it in the version they want it in and delivered to the location they want it at. They also get to decide when it should arrive and have the option to send it back, with a full refund, if they aren’t happy about the product.
In 2021, two- or three-day delivery times are the gold standard for online purchases.
By simply putting your post-purchase insights to good use. Post-Purchase eCommerce analytics, when applied and acted upon properly, are like a tumbling snowball effect. One that breaks through the most crucial problems when running an eCommerce business:
Let me start with a simple example.
You’re going through a rough patch when it comes to user reviews. Most of them add up to complaints about shipment estimates not reflecting the actual arrival of the packages. Products are arriving late. But how is this possible when the Overall Average Processing time is above the SLA?
You dig deeper and soon realize that all of the late packages start off from the same location and that all weekdays have stellar numbers except for one: Friday. For months now, on every Friday, that location has performed extremely poorly.
So you make a phone call to the location Store Manager, pass on the information and ask him to investigate. Next Friday evening he returns with a phone call and explains that it seems that a part of his warehouse team had been working two jobs: Every Thursday night they would do night-shifts at a different company and thus go to work on Fridays totally exhausted. They played the Weekly Processing Time Average by working exceptionally hard on the rest of the weekdays so those numbers would cover for a lackluster Friday.
This simple explanation revealed two things: A location that on the surface seemed to do well was actually a magnet for subpar reviews and a Store Manager who, on Fridays, seemed to go about his work without noticing his workers barely shuffling along in exhaustion.
It is absolutely vital to have all this information at hand and make necessary adjustments based, on it, and this is where WeSupply Analytics comes to help you figure it out:
Numbers never tell a lie and. WeSupply takes that simple fact and runs with it by offering you a more granular set of insights into the activity of your orders and shipments. To help you draw the large ‘X’ on the problem that your company might be facing.
Returning customers make up most of the revenue of any eCommerce business. It is an undisputed fact of commerce and, as such, it makes customer loyalty a critical part of your success
Customers LOVE their blinking lights. Nothing’s more satisfying than periodically checking on the progress your package is making towards you.
Why? The answer is simple: There is a certain dopamine rush whenever you buy something that you’re truly happy with. Through these emails, you create positive moments the customer has with your business. You keep reinforcing that dopamine shot and thus reinforcing the satisfying connection they have with your shop.
However, the fact is that to get the most out of your notifications, they must be well-planned. In order to do so, they must be constantly measured.
WeSupply provides a graphic representation of all of your emails in one glance, allowing you to:
With the help of these features, you can actually manage the rush your customer receives from purchasing a product, without them even holding the product yet.
Now lastly, let’s talk about Returns. The consensus is that Returns are an all-around unpleasant affair and, generally speaking, are to be avoided. Returns lose you customers. But must they really?
WeSupply has some of the most sophisticated features when it comes to Returns. Now, you can easily check:
Now you can know everything from the reason they have been returned to the state they are in and what is to be done with them.
Let’s have another simple example. The holidays are well on their way and Molly wants to order a dress for her sister as a gift. Everything from purchase to delivery went as smoothly as can be expected. The problem is that once she opens the box she realizes that she doesn’t actually like it. Frustrated, she sits down and starts the tedious process of returning the dress.
She returns to your site to look up the Return policy. The first thing she notices is that you have a drop-off point in her town and that she will not need a printer for her return. Some of her anxiety dissipates.
Molly was disappointed by the product but the thing is that the entire process of actually getting the dress and then sending it back had cost so little effort or hassle that she decides to order again and this time doubles her shopping cart. And here’s why: She would rather get a product wrong several times, but know that she is in control of the situation, rather than try a completely new company which might not even properly deliver the right product.
This is what the WeSupply Solutions are all about. They optimize every aspect of your logistics operation to the point that it seems effortless for the customers to interact with you and at your end that only means you’ll increase sales.
Though it might seem like magic, it most certainly is not.
Post-Purchase Analytics, when used properly, roll into a snowball effect which ends up raising the standards of your business. You start out by tightening the entire delivery operation (from order processing to actual delivery) which snowballs into customers that love buying from you since there are rarely any bumps along the way.
Then, you consolidate that effort through an ambitious Post-Purchase Customer Engagement plan and finish it off by ensuring that even on the off-chance of a Return the customer has the easiest time possible to return the product. Keep them happy even when they’re disappointed.