Order Tracking Importance: Reducing Anxiety & Support Costs
Understand why order tracking is essential for customer satisfaction and how to implement it effectively.
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Order Tracking Importance: Reducing Anxiety & Support Costs
Order tracking is expected by every customer. Here's why it matters and how to do it right.
The Impact of Tracking
Customer Expectations
Expectation
% Customers
Tracking availability
97%
Real-time updates
85%
Delivery notifications
90%
Multi-channel access
75%
Business Benefits
Benefit
Impact
Reduced WISMO
50-70% fewer inquiries
Customer satisfaction
Higher NPS
Fewer claims
Better documentation
Brand trust
Increased loyalty
WISMO: The Cost
"Where Is My Order?" Inquiries
Factor
Cost
Customer service time
$5-10 per inquiry
Customer frustration
Loyalty impact
Repeat contacts
Multiplied cost
Reduction through Tracking
Tracking Quality
WISMO Reduction
Basic (link only)
30%
Proactive emails
50%
Real-time + notifications
70%
Tracking Touchpoints
Customer Journey
Stage
Tracking Need
Order placed
Confirmation
Processing
Status visibility
Shipped
Tracking number
In transit
Progress updates
Out for delivery
ETA notification
Delivered
Confirmation
Multi-Channel Access
Channel
Implementation
Email
Shipping notification
SMS
Delivery alerts
Website
Order status page
App
Push notifications
Tracking Implementation
Basic Requirements
Element
Purpose
Tracking number
Carrier reference
Carrier link
Direct to carrier
Status updates
Current location
ETA
Expected delivery
Enhanced Features
Feature
Benefit
Branded tracking page
Brand consistency
Map visualization
Visual location
Proactive alerts
Pre-emptive info
Multi-carrier unified
Consistent experience
Carrier Tracking Integration
Major Carriers
Carrier
Tracking Granularity
USPS
Good
UPS
Excellent
FedEx
Excellent
DHL
Good
Multi-Carrier Strategy
Use atoship for:
Unified tracking format
Single API for all carriers
Consistent status terms
Real-time updates
Tracking Notifications
Notification Strategy
Event
Channel
Timing
Shipped
Email
Immediate
In transit
Email (optional)
Milestone
Out for delivery
SMS
Morning
Delivered
Email + SMS
Immediate
Exception
Email + SMS
Immediate
Notification Content
Include:
Order number
Tracking number/link
Current status
Expected delivery
Contact info
Handling Exceptions
Common Exceptions
Exception
Customer Action
Delay
Proactive notification
Address issue
Request correction
Failed delivery
Reschedule/redirect
Lost
Investigation process
Communication
When issues occur:
Notify immediately
Explain clearly
Provide options
Follow up
atoship Tracking Features
Comprehensive tracking:
Multi-carrier: All carriers unified
Real-time: Up-to-date status
Branded pages: Your look and feel
Notifications: Automated alerts
API access: Integration options
Measuring Tracking Effectiveness
Key Metrics
Metric
Target
WISMO rate
<2% of orders
Tracking page views
Monitor engagement
Notification open rate
>70%
Support reduction
Track trend
Conclusion
Order tracking is essential for customer satisfaction and operational efficiency. Implement multi-channel tracking, proactive notifications, and branded experiences using atoship to reduce WISMO inquiries and build customer trust.
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