Types of Delivery Tracking Software and When Each Makes Sense for Your eCommerce Business
Delivery tracking software for e-commerce comes in various forms, each offering unique features to streamline the shipping process and enhance customer experience. Ultimately, the choice of delivery tracking software depends on factors such as the size of the e-commerce business, shipping volume, budget, and specific requirements for tracking and managing orders. It can be called Package Tracking Software or Shipment Tracking Software as well.
Here are some common types and when they make sense:
Carrier-Specific Tracking Tools
Most major shipping carriers like UPS, FedEx, DHL, and USPS offer their own tracking tools and this is referred to as Carrier Tracking. These tools integrate with e-commerce platforms, allowing customers to track their orders directly through the carrier's website or mobile app.
When it makes sense: Since carrier tracking is ubiquitous, this is the go-to option for any eCommerce site. While there are limited branding options, it’s free with your paid label and most customers know what to expect when tracking with a major carrier.
E-commerce Platform Integrated Tracking
E-commerce platforms like Shopify, WooCommerce, and Magento often include built-in tracking features. These platforms integrate with various shipping carriers, allowing merchants to provide tracking information to customers directly from their online store.
When it makes sense: Similar to carrier tracking options, these tend to be no-brainers. They automatically capture the information from your tracking labels and if your buyers are logged in and willing to download apps like “Shop” for Shopify then they can get real-time tracking. You can typically leverage these in a pretty hands-free manner, but branding and customization limitations exist.
Third-Party Tracking Solutions
There are numerous third-party tracking solutions available that integrate with multiple carriers and e-commerce platforms. These solutions offer advanced features such as real-time tracking updates, delivery notifications, and analytics to help merchants optimize their shipping processes. Ideally, the solution enables you to have a branded order tracking page that displays the real-time delivery status on the page along with anything else you want within your page design. We’ve seen some beautiful examples of branded order tracking pages that put carrier pages to shame. Examples of third party delivery and order tracking software include Malomo, Aftership and Route.
When it makes sense: Once you have a portfolio large enough to focus on cross-sell and up-sell, you likely want to start thinking about branding and managing your own tracking page with branded order tracking. When your tech stack starts to include referral, loyalty and other post-purchase marketing tools, it’s time to consider moving away from a carrier page that doesn’t represent your brand or provide an opportunity to drive the post-purchase outcomes you’re striving for. Not all order tracking is created equal though. For example, with Route you don’t always control 100% of the branding and users are required to download and use the app.
Order Management Systems (OMS)
OMS platforms like Netsuite and TradeGecko often include tracking capabilities as part of their suite of features. These systems help merchants manage orders, inventory, and shipping from a centralized dashboard, providing visibility into the entire fulfillment process. An OMS also provides real-time order status information, from the point-of-sale to last-mile delivery. However, it’s typically on you to figure out how to expose that to the customer, unless you’re using software that already does it all, like Shopify.
When it makes sense: Whether you use the built-in order management solution within your eCommerce backend, such as Shopify has or not, this is required. It will allow you to internally track what’s happening and the status of your orders, but typically isn’t software that is focused on your end customers.
Customer Communication Platforms
Some e-commerce businesses utilize customer communication platforms like Zendesk, Gorgias or Intercom to provide personalized tracking updates and support. These platforms often integrate with tracking APIs to send automated messages to customers regarding their order status and delivery updates. In an ideal scenario, you can integrate a tool like this with a comprehensive tracking app for Shopify that offers tracking page customization, branded tracking emails, and enables order status notifications like Malomo.
When it makes sense: Once you become overwhelmed with support tickets as a brand operator, it’s time to leverage a customer communications platform like those named above for automating at least some of your support processes. Because “where is my order?” or “Wismo” tickets tend to be the greatest source of support tickets outside of returns and exchanges, having a strong approach to order tracking can be a powerful combo with your support tool.
Customer Engagement Through Order Notifications
Customer engagement through order notifications is a crucial aspect of modern e-commerce, playing a pivotal role in nurturing the relationship between businesses and shoppers. Order notifications arguably drive the greatest opportunity for customer engagement. Customers view tracking information an average of 4.6 times, which gives you a massive opportunity to create a memorable, branded experience in your post purchase emails and on your order tracking page itself.
Utilizing order notifications to communicate with customers also offers a massive opportunity to proactively delight your customers with timely messages and marketing.
Ultimately, adopting strategies aimed at improving customer engagement will lead not only to higher satisfaction rates but also increased profits, brand loyalty, and sustained growth for businesses.
Want to keep learning? Check out these related resources...
- Order Tracking Apps
- Order tracking pages that inspire
- Carrier Tracking
- Returns Tracking
- Shipment Tracking Software
- Shipping Process
- Delivery Tracking
- Delivery Order Software
- How To Use Order Tracking To Boost Ecommerce Sales
- Mastering Branded Tracking: A Must-Have for Shopify Ecommerce Success
- What is WISMR and WISME? And how to reduce WISMR and WISME support tickets
- How To Communicate Delivery Delays To Customers
