The customer experience doesn’t stop after checkout. Providing reliable order tracking has become a critical component for businesses aiming to build loyalty and reduce post-purchase anxiety. Third-party tracking apps offer enhanced capabilities that go beyond standard carrier updates, allowing brands to fully customize the customer’s tracking journey.
Let’s explore why third-party tracking apps are essential and take a closer look at top options for ecommerce brands.
Why Use Third-Party Tracking Apps?
While most carriers provide tracking links, they lack the branding and customization options that e-commerce businesses benefit from. Here’s how third-party branded tracking apps elevate the experience:
- Brand Consistency – Keep customers engaged with your brand from checkout to delivery, instead of sending them to third-party carrier websites.
- Reduced Support Tickets – Proactive updates can reduce customer inquiries about their order status, saving your team time.
- Marketing Opportunities – Use branded tracking pages for a post-purchase upsell, cross-sell, or offer promotions tailored to the customer’s purchase to generate additional revenue.
- Data Insights – Get detailed analytics on delivery performance and customer engagement to refine your logistics strategy.
We'll dive deeper into each of these benefits below.
1. Enhancing Customer Trust Through Transparency
Customers value transparency, especially when waiting for their orders. Standard carrier tracking can often leave customers confused with vague or inconsistent updates. Third-party tracking apps provide:
- Real-time, clear updates that are easy to understand.
- Branded communications that reflect your company’s tone, reducing confusion and increasing confidence in your service.
- Personalized notifications that ensure customers receive relevant and timely information.
2. Reducing “Where’s My Order?” (WISMO) Inquiries
WISMO inquiries can overwhelm customer support teams, leading to longer response times and increased operational costs. Third-party tracking apps help mitigate this issue by:
- Sending automated status updates via email or SMS at key delivery milestones.
- Providing a landing page that updates on it's own where customers can check their order status in real time.
- Displaying clear, detailed tracking information that reduces confusion and eliminates unnecessary support tickets.
3. Leveraging Tracking Pages as Marketing Assets
A carrier’s tracking page is a missed opportunity to engage customers post-purchase. With third-party tracking apps, brands can turn these pages into dynamic marketing tools by:
- Upselling and Cross-Selling: Showcase related products or special offers directly on the tracking page.
- Promoting Loyalty Programs: Encourage customers to join your rewards program by offering exclusive perks.
- Sharing Content: Feature blog posts, how-to guides, or videos related to the customer’s purchase, increasing engagement and trust.
4. Advanced Analytics for Better Decision-Making
Order tracking apps often come with robust analytics features that provide insights into delivery performance and customer behavior. These insights can help brands:
- Identify delivery bottlenecks and optimize their logistics strategy.
- Monitor carrier performance to ensure timely deliveries and maintain customer satisfaction.
Malomo: Turning Order Tracking into a Marketing Channel
Malomo is a standout solution for brands that want more than just basic tracking. Known for its focus on customer engagement and brand storytelling, Malomo transforms tracking pages into a powerful marketing tool.
Key Features of Malomo
- Branded Tracking Pages: Replace generic carrier links with fully customizable pages that reflect your brand’s identity and help brands achieve their customer retention goals.
- Proactive Notifications: Automatically send real-time email or SMS updates to keep customers informed at every step. Malomo also allows brands to monitor and triage problem orders to trigger proactive notifications if there's an issue with an order.
- Analytics & Insights: Track delivery and carrier performance, allowing you to optimize your delivery process.
- Integrations: Seamlessly integrates with platforms like Shopify, Klaviyo, Yotpo, Attentive, Postscript, Sendlane, Rebuy and Gorgias, ensuring a smooth workflow for your business.
Why E-Commerce Brands Love Malomo
There are plenty of reasons why ecommerce brands love Malomo isn’t just about tracking; it’s about building stronger relationships. By turning routine tracking updates into branded touchpoints, Malomo helps brands increase customer retention and encourage repeat purchases. The ability to integrate with marketing platforms makes it easy to tailor promotional content and reinforce your brand message at every interaction.
Other Alternatives to Malomo
While Malomo is a top choice, there are other third-party tracking apps. Some of these options include Aftership, Route, and Narvar. Selecting the right third-party tracking app can significantly impact your brand’s post-purchase experience, customer retention, and post-purchase revenue generation. Investing in a third-party tracking app ensures a better customer experience, increased loyalty, and more opportunities to grow your brand long after the initial sale.
Want to keep learning? Check out these related resources...
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- Create Order Confirmation Email Klaviyo
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