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Retailers must integrate their brands into the post-purchase customer experience
LONDON, April 27, 2023 /PRNewswire/ — According to nShift, a global leader in distribution management, retailers and web shops are missing out on opportunities for customer loyalty once they’ve clicked the buy button. An engaging and branded post-purchase experience, including delivery, tracking and returns for online purchases, fills a critical gap in the customer journey.
According to a Cap Gemini study, three quarters of customers will increase their spending in stores that improve the post-purchase experience.[1]
«The post-purchase experience is a critical moment for buyers. However, in many cases, they’ll hear what the carrier says about their package, not the retailer or brand they originally purchased it from,” says Sean Sherwin-Smith, Product Manager, Post-Purchase, nShift.
Rather than handing off the post-purchase experience to carriers, as many do today, retailers must figure out how they can inject their brand right now.” To do this, they must ensure needs all communications to look as elegant and professional as the web store or brand the customer is purchasing from.
“Taking control of their distribution management allows companies to build their brands by ensuring the right customer experience from start to finish. Retailers who are visible at all stages of the customer journey, from home page to front door, are what we remember most as customers.
nShift enables retailers and e-commerce companies to take control of delivery and create a branded customer experience at every step of the process. nShiftTrack helps them deliver exceptional post-purchase experience to their customers, build loyalty and accelerate business growth.
Key features of the NShift Track include:
Branded mobile app and tracking portal (through nShift MyParcels mobile app) to keep customers informed about delivery updates, return policies etc.
Multi-channel shipment status communication over customer-preferred messaging methods such as social media, messaging apps, SMS or email.
“Where’s my order?” 60% reduction in support calls (Wismo).
Monitoring all deliveries from a “control room”, so retailers can spot delivery delays and proactively offer alternatives to customers.
Learn more: https://nshift.com/es-es/customer-solutions
[1] https://www.capgemini.com/wp-content/uploads/2019/01/Report-Digital-%E2%80%93-Last-Mile-Delivery-Challenge1.pdf
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nShift is the world’s leading provider of shipping management solutions, enabling frictionless home delivery and package returns for approximately one billion shipments a year across 190 countries. nShift’s software is used worldwide by e-commerce companies, retailers, manufacturers, and 3PL carriers. The company is based in London and Oslo. It has over 500 employees in offices in Sweden, Finland, Norway, Denmark, the United Kingdom, Poland, the Netherlands, Belgium and Romania.
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