MAGENTO 2 ORDER TRACKING AND SMS NOTIFICATION.
ABOUT MAGENTO SMS NOTIFICATIONS, SHIPMENT TRACKING, & ORDER STATUS PAGES.
It’s no secret that one of the most stressful moments in online shopping takes place after you make a purchase. Until the order state is complete and delivered, the classic anxieties take hold. Will it work? Is the product as described? Will it arrive in time for the holidays or special event?
This stress magnifies with the discovery that multiple items from the purchase are being shipped separately from different locations. Now you’re trying to keep track of several order shipments and going crazy.
If you’ve felt this anxiety, you’re not alone! Your customers feel the same as well!
You’ve probably already adopted a third-party carrier solution to track all the packages, but is that true customer experience optimization? Simply chasing after a tracking number on a shipping label isn’t answering the big questions they’re unsure about. In fact, the various confusing tracking websites and unclear shipping statuses are leading to even more frustration. Ultimately this culminates in the number one call that contact centers are bombarded with, “where’s my order?”
At this point you’ve lost the control over the package tracking experience, evident from the growing number of emails and phone calls from frustrated customers, as well as the rising costs of shipments.
If any of this sounds familiar to you, that means that you need a solution to take control over the shipping and customer tracking experience. A Magento order tracking extension that puts you in the best position to be there for your patrons.
BENEFITS OF THE MAGENTO SHIPMENT STATUS, ORDER TRACKING PAGE, AND SMS NOTIFICATION EXTENSION.
- Easily accessible, up-to-date tracking information.
- A self-service tracking page. Track Order Magento 2.
- Clear delivery dates and options .
- Display of split shipments .
- Display of items in each package.
- Email and SMS notifications of multiple shipments.
- Delivery instructions section.
- Keep customers in a branded experience even after they make a purchase.
- Open a new marketing channel beyond email and the mobile app to build relationships with customers.
- Drive additional revenue and repeat visits.
- Branded tracking pages.
- Branded email notifications
- An omnichannel experience.
- Back-end analytics that can pinpoint operational areas for improvement with easy-to-understand dashboards.
- A feedback module with dashboard.
- Customer activity reporting .
- A window into carrier performance.
- Reporting dashboard.
Proactive Email, SMS Tracking Notifications, and a self-service tracking page.
A branded experience that pays for itself and more.
A solution that you can measure.
ARE YOUR CUSTOMERS CONSTANTLY ASKING YOU ABOUT THEIR ORDERS?
As we mentioned earlier, the biggest customer needs post-purchase all center around their order status. Did you know that on average, 30% of customers will reach out to a call center with the (all too common) question, “where is my order?” Therefore, it’s important to keep one thing in mind during your quest in optimizing your customer experience - you’re not alone in needing a Magento transactional email extension that puts your customers, and you, in control of the situation.
STOP EXPECTING YOUR CUSTOMERS TO CHASE THEIR PACKAGES ON ARCHAIC 3RD PARTY WEBSITES.
In a perfect world the post-purchase process would be easy. Create shipment, give out tracking number, and wait for customer to receive the package. Unfortunately, as anyone in ecommerce will tell you, that’s just not how it works. First of all, expecting your customers to find information on their own isn’t easy for them. Whether the Magento shipment email tracking link gets lost in their inbox, they forgot their password, or they’re simply having a hard time copy & pasting into a 3rd party portal - the end result is the same; a high effort experience that is sure to leave a bad taste in their mouth! This journey of finding the correct information often results in frustration and customers refusing to shop with you.
EASY TO UNDERSTAND TRACKING PAGE!
FULLY BRANDED EMAIL & SMS!
We group all items included in a shipment along with the Magento shipping tracking number, as well as detailed information regarding the package’s location and most importantly - arrival time. All of the information the customer would be forced to chase after in one convenient place. On top of this, they have the choice of both email and SMS notifications, the later of which enjoys a 98% open rate. Compared to email’s modest 10%, we’d say that’s quite an improvement!
"OUR SOLUTION IS A SIMPLY ACCESSIBLE ORDER TRACKING PAGE WHERE CUSTOMERS CAN QUICKLY FIND ALL THE INFORMATION THEY NEED."
Over 50% of online shoppers say they would choose a store based on proactive tracking information. By optimizing Magento order notifications you have the ability to tell the customer exactly when their package will arrive, without making them search. Bigger brands like Amazon have set the bar very high for an effortless experience, and savvy shoppers are beginning to expect this with any and all online transactions - sometimes even opting to pay more! In today’s busy world ecommerce really boils down to ease and convenience.
During busy seasons, your tracking information emails can easily get lost. Whether they are banished to spam folder or simply mixed up with too many other incoming messages, the end result is the same; a confused customer. That’s why over 80% of people surveyed said they also prefer a simple tracking page and proactive notifications from you. Customer data proves that both SMS and tracking pages work in conjunction with email to offer the shopper a full experience - one channel alone is not effective!
At the end of the day, can you blame your customers? We all want to know every step of our online orders. When it’s shipped out, where it’s coming from, when it’s expected to arrive, any delays, when it’s out for delivery, and of course when it’s finally at the doorstep. The reward for providing this proactive communication? Oftentimes it can be reflected by a 25% increase in customer satisfaction. Not too shabby, huh? Check out below for more details about our Track Order for Magento 2 solution.
MULTI ITEM ORDER TRACKING FOR SPLIT SHIPMENTS.
In a multi item, split shipment scenario, the customer’s quest for information is even more complicated. If you fail to proactively explain which item will be included in which package, where all of the products are coming from, or a clear timeline and ETA, you are sure to be on the receiving end of some negative phone calls.
How do we differ from default Magento order tracking? Well, for one we communicate directly with your customers right from the beginning of the transaction. We explain that the multi-item order is going to be split up into multiple packages and give the desired tracking information for each. This relieves your customers and mitigates any risk to their faith in your Magento order processing flow. It’s not lost or forgotten, it’s on the way!
We achieve this by proactively notifying the customer via email and SMS to provide their Magento track order url. This is sure to provide delight, especially when they get that “order is on the way” message! Delightful for you too - helping to minimize questions as well as the amount of lost and stolen packages. Win-win.
OMNICHANNEL ORDER TRACKING
EASY AS 1, 2, 3 :)
Do you currently have an omnichannel solution in place? Are you taking orders from stores that are then processed via an OMS or WMS system? Do you reship orders that got lost only to find that they never end up in Magento? Things can get pretty complicated pretty quickly, but we feel you!
Oftentimes the POS system in stores is not connected back to Magento, so “Buy in Store, Ship to Home” orders go through but don’t have a place to be checked up on. When the Magento 2 order status flow is disrupted your customers are left in the dark!
We centralize all of the orders from your website, apps, marketplaces, POS, OMS, and WMS to create one seamless experience. The customer just needs to login with their email address, where a magic link to login is already waiting for them, and voila - all orders are there, no matter how they may have been placed.
DECREASE CUSTOMER SERVICE COST WHILE IMPROVING THE SERVICE.
During peak and holiday season it’s commonplace to hire some extra customer service representatives to field the influx of “where’s my order?” calls. In fact, most companies invest an additional 25% on this added support, so it should come as no surprise that when you look into how to calculate cost per call the results may not be ideal. As you already know, this is actually when your company should be on the hunt for cost saving solutions. Whether you’re saving money to keep up with your competitors’ aggressive promotions, to offset the rise in lost and stolen packages, or to invest in manpower to offer customer support, you know every penny counts.
THE SOLUTION THAT PAYS FOR ITSELF AND GIVES YOU THE OPPORTUNITY TO EARN WAY MORE!
With our solution, clients were able to reduce cost in all three aforementioned fields, while seeing a true customer service cost benefit analysis leaning in the right direction! What’s more they were able to increase revenue by re-engaging with customers after the initial purchase.
DRIVE MORE SALES FROM YOUR EXISTING CUSTOMERS."Offer your customers a branded personalized experience within the tracking page or notification emails and generate additional revenue by re-engaging with your customer."
Your customer is dying to hear from you after the initial purchase . Their eagerness to learn about their recent order has them checking their Magento get shipment tracking number up to three times before the package arrives. What does that mean for you, since you already made the sale? Re-engagement! This serves as a perfect opportunity for you to show them complimentary products, sales, or presenting them with more information regarding your loyalty program.
BRANDED TRACKING PAGE
MAKE EVERY EXPERIENCE SHOPPABLE!
Using our Magento order tracking extension frees tons of potentially lost revenue with found creative real estate! Both the tracking page and SMS notifications are fully customizable for your brand - you display your own logo, brand colors, and styling. There are also multiple areas to promote the latest sales, advertise the newest products, point to trending categories on your site, and even teach your customers about complimentary items that might help them better utilize their recent purchase.
If your customers are tracking their orders via SMS, there is a “more info” link that takes them back to the tracking page, offering yet another chance to generate upsells.
The same opportunity also exists in notification emails. Because we are sending out transactional emails, your customers don’t need to be subscribed to your marketing email campaigns in order to stay up to date with all things related to their order. Did you know that a transactional email has a 3x better open and click rate than a marketing one? Interesting!
1:1 PERSONALIZATION WITH YOUR FAVORITE BRANDS.
We know many companies are already utilizing personalization solutions from brands such as Nosto, Sailthru, and Emarsys. Our extension lets you leverage all of that hard earned intelligence even further!
Personalized product recommendations or dynamic banners can be integrated within minutes into the tracking page or the emails.
A SOLUTION THAT YOU CAN MEASURE.
Knowing you have the opportunity to offer a better experience to your customer is great, but of course you must be able to measure its success. Optimizing the post purchase experience without the necessary data is not only complicated, but not a best practice. We offer direct ways for customers to measure customer satisfaction with a viable CSAT solution. Let’s face it, a 3rd party carrier page can’t offer you this information, and it’s just not enough to assume that your customers found the correct information on their own.
MAGENTO CUSTOMER SATISFACTION (CSAT) SURVEY.
We make it easy for you to survey your customers regarding their experience! CSAT (customer satisfaction) surveys work by utilizing a simple, easy to use 1-5 star rating system alongside a written comment. You can get CSAT ratings for each individual shipment so you can better understand which ones did great and which hurt your business. Our solution allows you to track back low ratings and bad comments to the exact shipment that caused it, including which warehouse or store the order originated from. This allows you to confidently determine exactly which factor caused the bad rating. Was it processing time or was it the product? Big difference! Understanding why you received a bad review is a must in order to be able to optimize your order processing flow.
MAGENTO NET PROMOTER SCORE (NPS) SURVEY.
The Net Promoter Score is based on a simple question, “would you refer this business to a friend?” By understanding a customer’s thoughts on referring you to someone else, you can see how likely they are to re-engage themselves. Therefore, the NPS score is a big help when it comes to narrowing down opportunities to improve retention. Again the key to tackling an issue first relies on recognizing where it’s stemming from; product, pricing, overall experience, or other?
HOW TO INSTALL THE EXTENSION.
Before installing the WeSupply extension on a Magento 2 store, please check the extension compatibility. This extension is currently compatible with the following Magento versions: 2.0.X. - 2.3.x. It is recommended to install the extension on a testing server before installing it on a live (production) server.
Copy the extension files to below paths of your magento 2 instance. If ‘app/code/WeSupply’ folder is missing, please create it manually:
Access the root of your magento 2 project from command line and run the following commands:
php bin/magento module:enable WeSupply_Toolbox --clear-static-content
php bin/magento setup:upgrade
Flush any cache that you might still have enabled on your server or in Magento.
Woohoo, the extension is installed!
HOW TO UPGRADE THE EXTENSION.
- Step 1. Remove extension code under app/code/WeSupply/Toolbox before adding the new extension files. The extension may be refactored and old unused files may cause random issues so it's best to only keep the latest version of the files.
- Step 2. Follow normal installation instructions above.