The Perfect Shipping Communication -- This Is How It Works
Shipping is one of the most emotional parts of the customer journey and the key to customer loyalty. But unfortunately, many online retailers forget this and simply hand the customer over to the shipping service provider after the order is submitted.
Why Is Shipping Communication So Important?
Waiting for the package is the most exciting and emotional part for the customer. Customers want to know exactly where their package is and when it will arrive. During delivery delays or failed delivery attempts, online retailers should inform customers proactively and reliably. No communication is worse for customers than honest bad news.
What Does Perfect Shipping Communication Look Like?
1. Choose the Appropriate Subject
The subject line is the first element customers notice and determines whether they open the message. Provide elementary information in a short, concise manner.
2. Pay Attention to Corporate Language
Shipping message language and wording should match the company's branding and values. Consistency across promotional and dispatch emails is essential.
3. Adhere to Post-Purchase Values
The four most important attributes: Conciseness (short and clear), Proactivity (inform early), Personalization (communicate individually), and Relevance (meaningful content only).
Benefits of Good Shipping Communications
- More sales through cross-selling and upselling at new touchpoints
- Reduced customer service inquiries as common questions decrease significantly
- Happy customers who feel cared for and return to the store
- Fewer returns through proactive alerts and status updates
Good shipping communication is essential and should not be underestimated. Since shipping significantly impacts customer experience and loyalty, online retailers must take active control of this critical communication channel.
Ready to transform your post-purchase experience?
See how parcelLab can help you turn every delivery and return into a loyalty-building moment.