Shipping Errors eCommerce Companies Continue to Make When it comes to eCommerce, shipping is one of the most critical elements of your business strategy. You can have the best product in the world and outstanding customer service, but if you fail at the transport stage read more
For the eCommerce companies we work with, accurate shipment tracking is extremely important to their customers and for daily operations. If you are shipping all your products with the same carrier, you’re less likely to have issues when it comes to sharing and understanding tracking information. However, what do you do when you are faced with a single order that needs to be fulfilled by more than one carrier? We call this the proverbial “couch and a ring” scenario. It baffled me when I learned that some eCommerce companies still display a vague “tracking from multiple carriers” to customers when faced with this.
If you’ve ever juggled multiple carrier tracking on your own, the following might sound familiar:
You go to the carrier website. Each carrier has their own special website, and you’ll scan every heading to find the tracking section. Is it the top left, middle, bottom right? Is it called “track” or “trace?” Finally, you enter the PRO number you have been given, the statuses are listed in each carrier’s own cryptic language. If the shipment hasn’t been picked up yet, the PRO isn’t even visible, which leads to feelings of panic that your shipment is forgotten. And if your vendor accidentally gave it to the wrong carrier, good luck chasing down the BOL for the carrier sticker.
For smaller carrier or local delivery providers who don’t have websites, you would need to call their office or wait until you receive the invoice to know if it was picked up or delivered. If there are any exceptions with your shipment, there are often no further updates as claim progress without having to call or email someone there.
Once a customer has purchased your product online, shipping is the only roadblock between your eCommerce business and a happy customer receiving their item. As simple as that sounds, there are actually many factors that businesses must incorporate in order for items to be delivered exactly how and when customers want them. Items must be delivered with the correct service type, for the cheapest rate, in a timely manner, and have a package tracking system that is easily accessible and convenient.
Having an easy and transparent shipping system can increase customer experience and loyalty, which is an integral key to your business succeeding. However, the problem is that the more options that customers require, the more carriers you need to use to satisfy all their needs. In order to provide customers constant shipping updates, businesses have to either integrate each carrier’s tracking service into their platform, send customers to an external carrier site, or leverage a software solution. Having to constantly direct customers to a range of different carriers or integrate carriers one by one can be extremely time consuming and inconvenient. This brings us to the third option: integrating a software solution.