By tuning into these nuances, e-commerce companies can differentiate themselves from the vast sea of competitors.
Notably, emphasizing post-purchase customer experience doesn’t have to overwhelm already-inundated developer and customer relations teams. It’s all about having some core capabilities and processes in place that make returns easier and automated touchpoints along the way to facilitate post-purchase customer engagement at scale.
Online shoppers frequently experience anxiety about package delivery, especially around the holidays when buyers have hard deadlines for receiving their items. Unsurprisingly, most online shoppers track the status of their orders, and many track their purchases daily.real-time order tracking makes the buying experience more enjoyable and loyal, brands can cater to their wants and expectations with integrated order tracking that accounts for as many carriers and shipping scenarios as possible.
E-commerce platforms can take this further, personalizing the message and methodology by allowing customers to choose SMS or email follow-up communications. This enhances the overall open rates and lets buyers know that you care about their preferences and can cater to their needs.
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