An estimated 91% of online consumers want to stay informed about the progress of their packages throughout the delivery phases (Ifop study 2016).
However, carriers give little importance to the different interactions they may have with their customers. It is not a priority, since their activity is not linked to the messages sent, but only to the delivery of the products .
The challenge is not only to transmit information at the right time , but to take advantage of this opportunity to get closer to your customers , offering them personalized and relevant content related to the offers that are most likely to attract their attention.
Let's look at the advantages of bringing this type of italy whatsapp data communication to the company , with the help of tools adapted to the use of marketing automation.
1. 1. Increase customer satisfaction
Sending regular messages about the progress of your packages, at every stage, helps you anticipate any questions or concerns your customers may have, and build a relationship of trust .
It also helps improve customer satisfaction by focusing on four key areas: reducing the number of people you have to deal with , reducing the frustration associated with waiting for a response, avoiding unnecessary efforts to contact the carrier or support team, and interacting through your preferred channel (text, email, etc.).
For all these reasons, your customers are more likely to order from your online store again . And they will remain loyal to your brand, because you have been able to reassure them and show them that you have mastered all the stages of the customer journey .
2. Increase sales
The information aspect of your messages is only one of the two sides of this form of communication. The commercial objective is to highlight additional and complementary products , i.e. to suggest relevant offers based on previous orders. But also best sellers and new products .
The objective is to build customer loyalty by increasing their average basket and purchase frequency .
Reviews of various SaaS marketing software applications demonstrate the positive boost they generate in sales . For example, transactional email and SMS programs (email and SMS notifications) such as Wewmanager, Sendinblue, ExpertSender, etc. demonstrate that the campaigns they run generate a 7% increase in additional sales . Indeed, this sales approach takes advantage of consumers’ prior interest in your emails, as demonstrated by the 67% open rate , also according to the same company.
3. Take care of your (e)reputation
Improving customer satisfaction has several corollaries: customers become ambassadors for your brand, you receive fewer negative comments on review sites or social networks (80% of online shoppers are more forgiving of delivery delays if they are notified in advance , according to a 2014 Ifop study). Your online reputation is therefore preserved.
You remain in the minds of your customers (with your logo, graphic charter, etc.), which acts as a bulwark against your competitors.
And it's also an opportunity to take care of your brand image with a specific narrative aimed at showing your credibility , generating support and positioning your e-commerce site .