What is Ecommerce Order Tracking and Why is it so Important?

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The customer experience is important on ecommerce sites because it can impact whether or not customers will return in the future. If customers have a negative experience, they may be less likely to shop on the site again. This is why it’s important for ecommerce sites to focus on providing a positive customer experience, from the time the customer enters the site to the time they complete their purchase.

Order tracking may seem like something simple, but it can actually have a big impact on the customer experience.

What is Order Tracking

Order tracking is a service that allows customers to track the progress of their orders as they move through the fulfillment process. This can include information such as the order’s status, the shipping carrier, and the package’s current location.

For example, let’s say a customer places an order on an ecommerce site and chooses to have it shipped. The customer will be able to track the progress of their order by checking the site’s order tracking page. This page will show them the current status of their order (e.g., whether it has been shipped, is in transit, or has been delivered), as well as information about the shipping carrier and the package’s current location.

The Order Tracking Process

Order tracking can help to put your customers’ minds at ease and ensure that they have a positive experience with your company. It keeps them informed about what stage their order is in of the fulfillment and delivery process, and eliminates any worry about when they will receive their order.

The order status reported to customers is typically divided into five stages:

  1. Order Received
  2. In-Progress
  3. Shipped
  4. Delivered
  5. Complete

However, these steps can vary based on the preferences of your business.

Why is Order Tracking Important?

Order tracking is an important feature for customers because it allows them to stay informed about their order and makes it easier to track down a package if it goes missing. But it also has benefits to the ecommerce business as well.

Lower Customer Service Costs

Offering order tracking can actually help to lower customer service costs. This is because customers will be able to track their orders themselves and won’t need to contact customer service as often to ask about the status of their order.

If you implement a proper order tracking system your customers can easily access, you will be fielding much fewer customer queries.

It actually automates a significant portion of what would otherwise need to be handled by your customer service team, but it does so in a way that actually enhances the customer experience.

Meet Expectations

Today, 80% of customers want to be able to track their orders, both online and on their mobile devices. Customers have grown used to a high level of transparency in the order fulfillment process.

If your goal is to compete with the likes of Amazon and other major retailers, order tracking is a mandatory level of service your business needs to provide.

Provide Better Service

Order tracking also gives you more control over the order fulfillment process and allows you to react quickly to any issues that arise, even before the customer knows there was a problem.

It’s hard to compete and acquire customers. You want to make sure they have the best experience possible, so that they will return and become loyal brand ambassadors.

Order Tracking FAQs

What is order tracking in ecommerce?

Order tracking is a service that allows customers to track the progress of their orders as they move through the fulfillment process. This can include information such as the order’s status, the shipping carrier, and the package’s current location.

Why is order tracking important?

Order tracking is an important feature for ecommerce customers because it allows them to stay informed about their order. Providing customers with accurate shipping and tracking information lets them know the business is reliable and trustworthy.

Online order tracking helps reduce buyer remorse, and build loyal customers.

Learn More

Are you looking for an order fulfillment solution that will help you to meet and exceed customer expectations? Contact us for a quote today to get started.

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