All business owners know that customers want their parcels delivered as soon as possible. That is why you should always state on your website the estimated shipping time so that customers know what they can expect.
Over the years, customers and their needs have become more complex. Not only do they want to know how fast delivery is going to be, but they also want to know where their parcel is at every stage of the process. From leaving the warehouse to being with the local courier; customers want to be kept in the loop. Even if you are using an independent courier or Royal Mail, your business has to make sure that consumers are able to do this. After all, everything good or bad with a customer’s experience will be reflected in reviews about your brand.
So, do customers really want to track their parcels? Most of the time, the answer to this question is yes. In fact, some people are willing to pay more money in order to track their packages and know exactly where it is on route to their address. They will choose a business that is able to offer this. Here are the reasons why customers want to track their parcels and what you can do as a business to ensure they are happy.
To Know the Deal
Ultimately, the main reason people want to track their parcel is so that they know what the deal is with their package. Namely, they wish to be kept informed about its progress so that they know what to expect it. Let’s be honest, online shopping is exciting and as soon as you hit the ‘order’ button, you want to receive that parcel straight away. So, you can understand why customers would want to track their parcel.
What’s more, when you let customers track their parcels on their own, you are going to receive fewer emails and messages asking where their items are. This is something that can take up a lot of time for customer service teams. Just make sure that you explain some of the tracking terms to your customers in advance so that they know what to expect. This way, you can make it easier for your team and customers are going to be happy too. Everyone will be a winner.
For Peace of Mind
At some point in your life, you have probably had one of your parcels go missing in transit. Unfortunately, this can happen for a variety of reasons. Sometimes, it can be down to the company and how they have packaged the item. In other cases, it can be lost by the courier and simply never be found. Other times, it might even be stolen by a worker or member of the public.
The good thing about offering customer tracking is that you are going to be able to offer them peace of mind. In other words, they can check up on their parcel and you can let them know where it is. This can save the worry of not knowing and when it is delayed, believed it has been lost. In particular, if a customer is paying for an expensive item, they want the assurance that it is going to arrive. What’s more, if something does go missing, you should have a timeline that you can check up on.
To Ensure They Are Home
Let’s not forget that people live busy lives. They cannot stay in 24/7 for their parcel and want to know when it is arriving. As a business, you want to make sure they receive their goods as this is going to have a direct effect on the review you receive. So, this is where tracking is going to help you and the customer at the same time.
With tracking, they can see an estimated day or time that they can expect the parcel. This allows them to make arrangements to be in and to ensure they collect it. They can check on the timeline of their parcel and know where it is. We all know that problems can arise when neighbours take in parcels or if the package is left somewhere outside. You want to increase the chances of your customers being home so that you can make running your business easier. After all, if something goes wrong, even if it is not your fault, your business can get the blame. With tracking, people are more likely to stay in for their parcel.