Customers are frustrated with tracking updates. How can you improve their experience?

Tracking in the parcel space has evolved right along with e commerce in general and it is no longer a reactive function that a company must provide to its customers, it has taken center stage as a proactive requirement to know where a carton and it's contents are in REAL TIME and then provide a truly accurate ETA all of course that will meet the original SLA. Proactive tracking has now become indispensable as now more than just the WMS wants to know the status, there will be Marketplaces, OMS platforms, CRM and don't forget the ERPs that ALL need to know if something is not going according to the SLA. I apologize for the extensive acronyms here, but all of these represent major components of a Tier 1 organization that are effected

Improving customer experience with tracking updates requires enhanced communication, transparency, and proactive support. Offer real time updates through multiple channels like email, SMS and apps, ensuring detailed and regular notifications at key delivery stages. Utilise clear, simple language and visual tracking tools to make information easy to understand. Provide proactive customer service by sending automated alerts for delays and offering easy access to support. Personalise notifications based on customer preferences, integrating with popular tracking apps for convenience. Collect feedback to refine the process. These steps can reduce customer frustration, enhance satisfaction and build trust in your service.

Based on the experience I have, sharing updated data with customers is a valuable asset to avoid any kind if customer's frustration. This will allow them to get real-time tracking details which is crucial to develop transparency with the shipping company, especially when customers get access to the entire tracking details without limitations.

Digitization & system integration is the key. Logistics providers should facilitate a tracking platform for real time updates which should be connected with carriers tracking system. GPS enabled trucks can also be integrated for local movements

In order to improve customer experience, we first need to evaluate some of the common complaints, which are : 1. Lack of transparency 2. Inaccurate updates 3. Delays 4. Lack of control To address these issues, foremost we need to improve our tracking systems and communication with customers. We also need to adopt the following strategies: 1. *Real-time updates* 2. *Clear and concise language* 3. *Proactive notifications* 4. *Visual tracking* 5. *Estimated delivery windows* 6. *Personalized communication* 7. *Multilingual support* 8. *Self-service options 9. *Issue resolution* 10. *Continuous feedback* By implementing these strategies, we can increase transparency, reduce frustration, and enhance the overall customer experience.

Multiple messages are ok with whatsapp and sms, not email. Email has to be important matters only and not hourly updates. Giving too much updates frustrates, when it is on time need not intimate, but show the updates on the platform. When even gets delayed by 1day or expected, inform this is what the delay. Keeping the delays analyse and repair the service by next sprint itself so that not to repeat.

Keeping the information proactively to customers help to revise the plan/schedules on the basis of tracking details and prior intimation to concern in this respect are very helpful towards fulfilment of customers Commitment.

O tópico da comunica??o é ponto crucial na melhoria do processo de transporte. Sobretudo que a informa??o flua do provedor de transporte ao cliente. Se está sendo frequentemente sendo questionado sobre atualiza??es das programa??es, é necessário realinhar o fluxo para manter o nível de servi?o satisfatório.

This is most important and helpful to get more and stay focused. It is very tricky as well As everyone is viewing in different angles and perspectives and requirements

This is the customer customization era, service provider values to customers requirement. He also appreciates customization it helps to gather the data or different taughts or mindset.. easy to analyze the current requirement of the customers.

Automated Alerts: Send automated alerts for any delays or issues with shipments, along with potential solutions or steps being taken to resolve the problem. Live Chat Support: Provide a live chat option on your tracking page for customers to get instant assistance if they have questions or concerns.

Utilizar herramientas y sistemas tecnológicos apropiados puede mejorar la eficiencia del soporte al cliente. Esto incluye sistemas de ticketing, bases de conocimiento, chatbots para consultas simples, entre otros

As a responsible party for shipping. Your company should know at any moment where is the cargo ?? but will it make your customer happy? ??

Accurate Estimates: Use advanced algorithms and data analytics to provide accurate delivery estimates and reduce the likelihood of unexpected delays. Transparent Process: Be transparent about the delivery process, including any external factors that might affect delivery times, such as weather conditions or high demand periods.

To improve the tracking experience for frustrated customers, consider the following strategies >Clear communication:To use simple, concise language in updates, avoiding jargon and technical terms. >Proactive notifications: Send notifications about potential delays or issues, offering solutions or alternatives. >Tracking visibility: To allow customers to easily access tracking information through your website and app >Transparency: Explain the tracking process, including estimated delivery times and potential delays. >Customer feedback: By encouraging feedback and use it to improve the tracking experience. By implementing these strategies, you can improve the tracking experience, reduce frustration. #seekingforemployment unemployed .