When you finally convert your potential customer into a buyer, it’s important to think a step ahead. How you handle their post-purchase experience affects whether they will come back to buy from you again.
One of the easiest yet powerful ways to significantly improve your customer’s experience and reduce their post-purchase shipping anxiety is by creating an order status tracker.
In this video, we show you the exact steps on how to set up an order status tracker in Klaviyo, so you can send it to your customers every time they make a purchase.
– How to create order status notification for your clients for your E-commerce store. Hi this is Andriy, founder of Flowium Email Marketing Agency, as well as this YouTube channel and in today’s video I would like to show you the easy way, how to create order status and the notification for your clients to let them know where their package is, on which stage. So this way it will reduce requests to your support team asking them, “Hey, where’s my order”, as well as a good customer service. A lot of company do it the good way. One of them is a sticker mule. They print them out stickers. Stickers like this for a laptop or whatever, bumper stickers and so forth. So each time I place an order, I give them the SMS notification, I get email notification of where my package is. And some of you might think, oh, my clients does not want to receive so many emails or SMS. Wrong. When we spend money as a customer, we care to know. Why? Because we invested either $5 or $250 in something, and we are excited to receive it so that’s why we want to know. And through this video, I’ll show you how to do it. So, we’ll do it via email. If you’re familiar with Domino’s pizza franchise. They introduced Domino Tracker. So it’s a line, which indicates status of your order. First, let’s define some statuses for E-commerce logistics. For some companies, you will have more statuses, for others less, but in general, I would like to cover four a statuses. So, the first status is up there, they place order. Info received, okay. So this is status number one. Status number two, in transit. So, your fulfillment center receives this order and they are working on it. So, the next status is in transit, when you fulfilled the order by giving to the logistic company, FedEx, UPS, USPS, or any other company, and it’s in transit. So, we have in transit So that’s status number two. The next status is out for delivery, meaning that the package was shipped from the location where your fulfillment center is to the city of the recipient. And in that city was placed on another track or to the mailman who will deliver to your door. So it will, out.. So, status number three. And the final status is delivered. Delivered is also very important status because if you are not at home or let’s say, you’re not sure like where package was lost, but in the system, it says delivered, the customer can contact you and try to resolve the issue. And so the last one is.. We have those four statuses so, info received, in transit, out for delivery and delivered. So, lets do right now, put numbers to each status because it would be easier for me to draw. So, number one, number two, number three, number four. Okay. So this thing is done. So we have those four statuses. So it’s given. So, the next thing is we need to create four different emails, okay. So four emails, correct? In each email, we will have a timeline. Timeline was for, it’s not just this. Like, info received, in transit, out for a delivery and delivered. So, I’ll just do it quickly, everywhere. Move away. This thing about the line, you can present it the way you want it. Just type in order status design or timeline, something like that and in Google you will have a bunch of different graphic examples. But for simplicity, I’ll just do the line with the dots. Let’s say this is email number one. So, this is a trigger. Your system should send, your logistic system or whatever you use, AfterShip or any other system, will trigger and communicate with your CRM system or email marketing software. We, in our company, we use Klaviyo. For this example, let’s use AfterShip and Klaviyo. Both amazing platforms. So, AfterShip will send a trigger to Klaviyo, saying like, “Hey, information was received”. This trigger, this will trigger this email, email number one. And in this email we’ll say something like, “Hey, our fulfillment center “received your order information “and it will be shipped in the next seven days”. Something like, seven days or sooner. You can be generic and you can put order number. Order number, and if available tracking. I’m not sure if on this stage tracking is available. And very important for visual representation, you will make it this line and put status one. So on this timeline, you will spell out info received, something like that. Okay, so next, when your logistics system like AfterShip will receive in transit, this will trigger email number two, which says in transit and like representation purposes, we’ll put it two. So it will show the progress. So, you can do something like instead of black. So, let’s see something which was completed. So, make it like that. It means the stage number one was completed already and we move to step number two. Same thing with number three. So when it’s out for delivery, we’ll send them this email and when it’s delivered, we’ll send them that email. So same thing we will do here Status number three, and here, status number four. And as we agreed, like that, we’ll use green one to see the progress. So, one, two, and here it’s four, three, four. As you can see there’s timeline progress. And it’s visually very helpful for clients to understand, okay, so they are on the stage number three, It means there’s only one more stage and I will have the package or I’m on the stage only one and there’s three more stages for me to receive a package. It’s very clear to your customers. And trust me, this kind of communication with a client will reduce the number of customer requests, asking, “Hey, where’s my package. “How long should I wait?” and so forth. And also it will improve customer experience. And one more important thing, this kind of emails, those emails should be transactional emails, not marketing email. Meaning marketing emails, people can unsubscribe from marketing emails, but it’s almost impossible to unsubscribe, there’s no unsubscribed button at the bottom of the email because it’s like a receipt. So whatever system you use, whatever email marketing software you use, you need to convert those emails from marketing to transactional. Typically, you need to contact the support and let them know they will review it and they will do their own things on the backend. If you have any additional questions about this video, please let me know. Also, if you’re new on this channel, please click subscribe and hit the bell. We are releasing this kind of video every Thursday. Also, we release a short tutorial every Tuesday about email marketing and other technical tutorials. Thank you. Bye.