If you want to increase customer satisfaction, loyalty, and retention, you should consider customizing the post-purchase order tracking page. This is the page your customers see after placing an order on your website, where they can track their delivery status. By customizing this page, you can provide a better shopping experience, boost your brand image, and drive more sales. Here are some ways to customize the post-purchase order tracking page and why they are important.

• Embed your tracking page onto your website

Firstly, you should embed the tracking page onto your website instead of redirecting your customers to a third-party carrier site. This way, you can keep your customers on your domain, where they can access more information about your products and services. Embedding the tracking page also helps you provide transparency into the delivery journey and builds customer trust. Customers can see where their orders are, how long they will take to arrive, and if there are any delays or issues.

Your tracking page needs to be embedded onto your website, and show the delivery status of your customers orders

• Show the delivery status of customer orders

Next, you should show the delivery status on the tracking page so that you enable self-service tracking for customers. With this feature, customers can see all the delivery events from the moment they place their order until they receive it to get a sense of delivery progress. The details are granular, and customers can even see warehouse events, such as when their order is packed, shipped, or out for delivery. This feature dramatically reduces the number of "Where is my order?" (WISMO) inquiries that your customer service team has to handle so that they can focus on more pressing issues.

• Let your brand identity stand out on the page

Another way to customize the tracking page is to add your own branding elements, such as logos, colors, and brand font. This helps you create a consistent and cohesive brand identity across all touchpoints with your customers. By adding your branding elements, you can also differentiate yourself from your competitors and increase brand recognition and recall. 

Using brand visuals and images of ordered items keeps customers engaged and excited about their orders

• Keep your customers excited about their purchase

You should also show the items that your customers bought on the tracking page to remind them of what they ordered and why they chose your products. This can increase their emotional engagement and anticipation as they wait for their orders to arrive. Showing the line items can also help you cross-sell or upsell related products or services that your customers might be interested in based on their purchase history or preferences.

• Amplify your customers’ excitement through social media

Another way to customize the tracking page is to add social media buttons, so that your customers can share their purchase experience with their friends and followers. This can help you improve your social media presence and reach new potential customers who trust word-of-mouth recommendations. You can also incentivize your customers to share their purchases by offering discounts, rewards, or freebies.

Making it easier for customers to voice their excitement or concerns can help improve customer loyalty

• Keep your customer service accessible at all times

You should also add a customer service or chat feature on the tracking page. This helps your customers reach out to you directly if they encounter any problems with their orders or deliveries. It also helps you resolve their issues quickly and efficiently and prevent them from making WISMO inquiries. When your customer service teams have tracking data on hand, they are also better positioned to provide proactive and responsive customer service that increases customer satisfaction and loyalty.

• Make returns a low-effort, self-service process

One proven way to keep customers coming back is to offer a seamless returns process. If you have a tracking page, it’s only logical that it can automatically transition into a returns page. This ensures that customers who want to return an item can do so by navigating to the order tracking page. To make it even simpler for them, your returns page can be set up to be self-service, so customers can initiate returns on their own. 

Your tracking page, post-transaction, can still be used to get valuable feedback or help customers return unwanted items

• Let your customers express their feelings, both good and bad

Finally, you should add a rating system on the tracking page. This lets you collect delivery experience feedback from your customers once they receive their orders. Giving customers this option can help you measure their satisfaction which you can analyze in context with actual delivery issues. Once you have these insights, you can identify areas for improvement in the post-checkout journey and boost your net promoter score. 

Start building the perfect delivery experience for your customers

There are several ways that you can customize your post-checkout tracking page. At Parcel Perform, our tracking pages are built based on industry best practices. However, that doesn’t mean you can’t customize it according to your business needs. After all, our goal is to support your business in providing the best possible post-checkout experience and increase your customers’ lifetime value. 

To find out how you can get started with Parcel Perform’s leading data and delivery experience platform, simply book a no-obligation session with our e-commerce experts. In 30 minutes or less, we’ll give you a demo of our platform, and show you how Parcel Perform can help you achieve your business goals.