Provide a better customer delivery experience with Consignor’s new Shipment Viewer

11th November 2020

It has never been more important to provide your customers with regular order updates.

According to a survey commissioned by Infor and conducted by YouGov, 78% of consumers expect to receive status updates on their orders when purchasing goods and may switch brands if the last mile experience fails to meet their expectations.

Designed with customers in mind, Consignor’s new Shipment Viewer makes it as easy as possible for your customers to track their orders.

It allows you to:

• Provide shipment tracking information in a clear, user friendly way.
• Tailor the information being sent to each segment of your customer base.
• Add additional marketing information, such as product discounts or sales.
• Upload key shipping documents in one place rather than across multiple emails.

Mobile optimized

Providing an excellent user experience on mobile isn’t just important on your website.

This also applies to tracking information. 69% of smartphone users say they are more likely to buy from companies whose mobile sites or apps help them easily find answers to their questions.

The problems start when these updates are unclear or unreadable on mobile devices. This only leads to more problems, such as an increase in customer WISMO (Where is My Order?) calls.

Shipment Viewer has been designed to display information clearly on all devices to make it easier for your customers to find their order information.

Use your tracking updates as a marketing tool

There are lots of communication channels you can use to keep your customers updated about their order.

SMS is definitely popular. One report found that 58% of consumers indicated they would view a business more positively if they offered SMS capabilities.

But one channel you may have forgotten about is email. Some view it as an ineffective channel, (it’s not by the way!) while others are worried about their updates becoming lost in the large number of emails we receive each day.

You may be surprised to know that email is still very popular. One report found that 69% of people prefer parcel delivery updates via email.

This presents a unique opportunity to upsell or promote offers to your customers. Whatever channel you use, Shipment Viewer not only allows you to add your own logo and branding, but you can also display your own marketing messages on your tracking page.

For example, you could promote:

• Special discounts
• Related products
• Best-selling products
• Marketing campaigns
• Events
• Your brick and mortar stores

Tailor information for each customer segment

When it comes to providing order tracking information, consumers expect a personalized experience.

The stats back this up. One report found that 80% of customers are more likely to purchase a product or service from a brand who provides personalized experiences.

However, traditionally order tracking pages are the same whether you ship multiple brands, work in different markets/countries or ship B2B and B2C.

Shipment Viewer allows you to create separate profiles for your different segments so you create personalized experiences for your customers.

This works particularly well if you’re a 3PL provider managing multiple clients, locations and/or distribution centers.

The flexibility of the tool means you can choose the types of content you want to include for each customer segment, market or location. This includes:

• Addresses – As default, only the Country code and City are public, but you may choose to make additional information available.
• Prices – Show the freight cost when shipping to businesses (B2B) rather than consumers (B2C.)
• Summary – Display the total number of packages, measurements, and ETA.
• Marketing campaigns – Promote marketing initiatives or disable this option if not appropriate for a particular segment.
• Documents – For example, show or hide customs information (particularly important with Brexit just around the corner.)
• FAQ – Use this to provide specific FAQ information to your customers if required.

You can view the full list here.

Upload key documents

When shipping across borders or shipping orders containing dangerous goods, you will be required to include certain documentation.

Sending these over email can be problematic. They can easily be lost amongst the hundreds of emails we receive every day.

This then leads to increased calls to your customer service teams who then have to spend the time tracking down the correct documents for a particular shipment.

With Consignor’s Shipment Viewer, you can upload all of the relevant information in one place so your customers can easily access key documents anytime, anywhere.

How to get started

The new Shipment Viewer interface in Consignor is now live!

To find out more about how you can provide easy-to-understand track and trace information on all devices to your customers, customize the setup and design according to your brand, promote your latest marketing campaigns and much more, request a demo now.

Existing Consignor customers

Consignor customers can configure the new Shipment Viewer themselves, by following the instructions in this article.

Any customers still using the old to the new Shipment Viewer will be migrated to the new version between the 1st January and 31st March 2021. Following this, the old Shipment Viewer will be decommissioned.

If you would like to be migrated earlier, then please raise a support ticket with our customer services team.