Transforming a negative shipping encounter into a favorable one involves three key steps: define, detect, and notify. While you may not have direct control over shipping delays, you do have the power to shape your communication with customers. By sending personalized and timely notifications regarding delayed or stalled shipments, you can enhance their experience and turn it into a positive one.
A staggering 84% of customers will not make a repeat purchase after encountering a subpar delivery experience. However, you can avoid such situations by adopting proactive communication strategies, ensuring that customers remain satisfied with their purchases regardless of any issues. By setting up customized protocols to identify common fulfillment and shipping issues, you can automatically inform customers whenever a problem arises. Our Shopify brands have witnessed significant reductions in 'Where is my order' support tickets, thereby successfully retaining customers even in challenging situations.
With Malomo Problem Orders, you can accurately identify problematic scenarios within your shipping and delivery operations. Take control by selecting precise rules and timeframes to detect problem orders, including issues like delayed fulfillments, late deliveries, and items returned to sender. By doing so, you can optimize your operations team's efforts and save valuable support hours by focusing on orders that require attention. Additionally, you can reduce the number of 'Where is my order' (WISMO) tickets through considerate and timely notifications.
Utilizing our state-of-the-art reporting, we analyze your order data to swiftly detect delivery issues and identify emerging trends within your system. By understanding which orders are at risk, you can proactively intervene to prevent unsatisfactory experiences for your customers. Our platform offers valuable insights derived from your order data, empowering you to make informed, data-driven decisions. Leverage these insights to optimize your fulfillment processes and strategically refine your carrier strategy for improved outcomes.
With our software, you can set up triggers to automatically send email and SMS notifications to customers when their order meets your specified criteria. By proactively reaching out to your customers, you can effectively address their concerns, prevent frustration, and establish trust and loyalty with your audience. By keeping your customers informed and engaged throughout the process, you can foster positive relationships and enhance their overall experience.