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What is WISMO

Shipped on March 31, 2023

What is WISMO?

WISMO stands for “Where is my order?”. It is a common term to refer to customer inquiries regarding the status of their orders. WISMO requests typically involve customers seeking updates on order processing, shipment, and delivery. These inquiries can arise due to unclear communication, delayed shipments, or insufficient order tracking information. Addressing WISMO requests effectively is crucial for maintaining customer satisfaction and loyalty in ecommerce.

How to use WISMO inquiries to improve your ecommerce store

While WISMO (Where is my order?) requests can be a challenge for ecommerce businesses, they also present unique opportunities for growth and improvement. By leveraging these inquiries effectively, companies can enhance customer satisfaction, streamline operations, and gain valuable insights. Here are some ways to turn WISMO inquiries into opportunities:

  1. Improve communication: Use WISMO inquiries to assess and refine your order-related communication strategy. By providing timely and accurate information, you can reduce the number of requests and improve overall customer satisfaction.
  2. Enhance order tracking: WISMO requests highlight the importance of a practical order tracking system. By developing user-friendly, real-time tracking features, you can reduce inquiries and provide a more seamless customer experience, increasing loyalty and repeat purchases.
  3. Learn from customer feedback: Analyze WISMO inquiries to identify patterns or recurring issues. This feedback can help you improve your order fulfillment, shipping processes, and communication strategy, leading to a more efficient and customer-centric operation.
  4. Strengthen customer relationships: Use WISMO requests as an opportunity to engage with customers and demonstrate your commitment to exceptional customer service. You can turn potentially negative experiences into positive ones by providing prompt and helpful responses and building trust and loyalty.
  5. Optimize customer service: Analyzing WISMO inquiries can help you identify areas of improvement in your

How does WISMO affect customer loyalty?

WISMO (Where is my order?) inquiries can significantly impact customer loyalty, often reflecting a customer’s uncertainty or frustration regarding their order. Here’s how WISMO can affect customer loyalty:

  1. Trust and reliability: When customers frequently inquire about their orders, it may signal a need for more confidence in the company’s ability to deliver products promptly and efficiently. This perception can diminish customer loyalty, as shoppers may seek more reliable alternatives.
  2. Customer experience: A smooth and transparent order process is essential for a positive customer experience. Excessive WISMO inquiries suggest that customers are not receiving the level of transparency they expect, which can negatively impact their perception of the brand and reduce loyalty.
  3. Convenience: One of the main reasons people shop online is for the convenience it offers. If customers have to expend extra effort to track their orders or get updates, it reduces the perceived convenience. It may lead them to choose a competitor with a more seamless shopping experience.
  4. Emotional connection: How a company handles WISMO inquiries can influence customers’ emotional connection to the brand. Prompt and helpful responses can help maintain or even strengthen customer loyalty. Conversely, more replies can be needed to maintain loyalty and the relationship between the customer and the brand.
  5. Word of mouth: Customers who experience frustration with WISMO inquiries may share their negative feedback with other potential customers or leave negative reviews online.

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Benefits of reducing WISMO

Reducing “Where is my order?” (WISMO) requests offers numerous benefits for ecommerce businesses, including:

  1. Improved customer satisfaction: By proactively addressing order-related concerns and providing clear, accurate information, customers will feel more confident in your company and are more likely to have a positive shopping experience.
  2. Increased efficiency: Reducing WISMO requests will help streamline your customer service operations. With fewer inquiries, your team can focus on resolving more complex issues, enhancing the overall support quality.
  3. Reduced operational costs: A decrease in WISMO requests leads to fewer customer service interactions, which can result in cost savings. This allows you to allocate resources more effectively in other business areas.
  4. Enhanced brand reputation: Promptly addressing customer concerns and reducing the need for WISMO inquiries can lead to positive word-of-mouth and improved brand perception. Satisfied customers are more likely to recommend your business to others.
  5. Higher customer retention: Providing a seamless and transparent order process can improve customer loyalty, as customers with a positive experience are more likely to make repeat purchases.
  6. Increased revenue: Satisfied customers tend to spend more and make more frequent purchases, directly impacting your revenue. Furthermore, reducing WISMO requests can free up resources for growth-oriented strategies, such as marketing and product development.
  7. Competitive advantage: Companies that proactively address WISMO inquiries and offer superior customer service will differentiate themselves from competitors and potentially attract more customers.

How to reduce WISMO

Reducing “Where is my order?” requests is crucial for improving customer satisfaction and reducing the workload on your customer service team. Here are some strategies to address this issue in the context of ecommerce:

  1. Provide accurate delivery estimates: Communicate the estimated delivery date during checkout and on the order confirmation page. Make sure your estimates are realistic and account for any potential delays.
  2. Implement real-time order tracking: Customers can easily track their orders through a website or a mobile app. Provide tracking numbers and links to the courier’s tracking page so that customers can follow the progress of their shipment.
  3. Send proactive updates: Notify customers via email or text message at various stages of the order process (order confirmation, shipment, out for delivery, etc.). Keeping customers informed makes them less likely to contact your customer service team with inquiries.
  4. Improve your FAQ and self-service resources: Create a comprehensive FAQ section and help center on your website to address common questions, including “Where is my order?” Make sure your content is easily accessible and searchable.
  5. Enhance your website’s search functionality: Ensure customers can quickly find information about their orders by incorporating an order lookup feature on your website. This can be a simple search bar that requires an order number or email address.
  6. Offer a self-service portal: Empower your customers to self-resolve issues, increasing satisfaction and reducing customer service overhead.

Addressing WISMO inquiries effectively is vital for ecommerce businesses to maintain customer satisfaction and loyalty. Companies can transform these challenges into opportunities for growth by improving communication, enhancing order tracking, learning from customer feedback, strengthening customer relationships, and optimizing customer service processes. By focusing on these areas, businesses can reduce the number of WISMO requests and create a more seamless and customer-centric shopping experience. Ultimately, this can increase customer satisfaction, loyalty, and business growth.

Harnessing Post-purchase Experience Platforms

Shipped on March 28, 2023

Post Purchase Experience Platform

Post-purchase platforms enhance customer experience and drive repeat business after a customer makes a purchase. They offer a range of tools and features designed to improve communication, foster loyalty, and increase customer satisfaction. Often stores will utilize multiple post-purchase platforms to have all the functionality they need.

The Customer Journey

Post-purchase platforms play a vital role in the customer journey by addressing the experiences and interactions that take place after a customer has made a purchase. These platforms focus on enhancing customer satisfaction and driving repeat business by providing a seamless and engaging post-purchase experience. Here’s how post-purchase platforms fit into the customer journey:

  • Order confirmation and communication: Post-purchase platforms typically send order confirmation emails and provide customers with clear information about their order status, helping to build trust and keep customers informed.
  • Shipping and tracking: Customers can track their orders through the post-purchase platform, receiving updates on shipping progress, and accurate delivery estimates. This level of transparency reduces anxiety and enhances the overall shopping experience.
  • Delivery and unboxing: Post-purchase platforms can help businesses offer personalized packaging, branded tracking pages, and other unique experiences that create a positive impression upon delivery and unboxing.
  • Customer support and issue resolution: By providing easy access to customer service through chat, email, or phone, post-purchase platforms help resolve any questions or concerns that customers may have about their orders.
  • Returns and exchanges: Post-purchase platforms simplify the returns process by providing customers with easy access to return labels, return policy information, and a streamlined interface for managing returns, leading to higher customer satisfaction.
  • Product reviews and feedback: Encouraging customers to leave feedback on their purchases through the post-purchase platform can help build trust with potential buyers, improve products and services, and enhance the overall shopping experience.
  • Upselling and cross-selling: Post-purchase platforms can offer personalized product recommendations based on the customer’s purchase history, driving additional sales and fostering ongoing customer relationships.
  • Loyalty programs and rewards: By offering points, discounts, or other incentives through the post-purchase platform, businesses can encourage repeat purchases and build customer loyalty.
  • Re-engagement campaigns: Post-purchase platforms can facilitate targeted email campaigns or push notifications to re-engage customers who have made a purchase, promoting special offers, new products, or relevant content to encourage them to shop again. As the ecommerce landscape becomes more competitive, businesses are continually searching for ways to improve customer satisfaction and drive repeat sales. Post-purchase platforms have emerged as a popular solution, offering a range of tools to enhance the customer experience after a purchase. In this blog post, we will address some of the most common questions about post-purchase platforms to help you make an informed decision for your business.

Common Questions About Post-Purchase Platforms

1. How can a post-purchase platform improve customer satisfaction?

A post-purchase platform enhances the customer experience by providing seamless order tracking, simplified returns management, personalized product recommendations, and easy access to customer support. Post-purchase platforms can increase customer satisfaction and loyalty by improving communication and offering convenience.

2. What are the costs associated with implementing a post-purchase platform?

Costs for post-purchase platforms can vary depending on the features, level of customization, and number of orders your business processes. Many platforms offer tiered pricing plans based on usage, with options for small businesses and enterprises. Researching and comparing pricing structures is essential to find the best fit for your budget and needs.

3. How easy is it to integrate a post-purchase platform with my existing ecommerce platform?

Most Post-purchase platforms integrate with popular ecommerce platforms like Shopify, Salesforce Commerce Cloud, Magento, and BigCommerce. The integration process typically involves installing a plugin or using APIs, and many platforms provide detailed documentation and support to assist with the process.

4. Can a post-purchase platform help reduce cart abandonment and increase sales?

While post-purchase platforms primarily focus on enhancing the customer experience after purchase, they can indirectly contribute to reducing cart abandonment and increasing sales. By providing a seamless returns process, efficient customer support, and personalized product recommendations, customers are more likely to feel confident purchasing and returning for future transactions.

5. How can post-purchase platforms help with damaged, lost, or stolen packages?

Post-purchase platforms can help businesses address issues with damaged, lost, or stolen packages by providing better communication, tracking, and support for both customers and companies. While post-purchase platforms cannot directly prevent these incidents, they can help mitigate the negative impact on customer satisfaction and streamline the resolution process. Here’s how:

Proactive communication: Post-purchase platforms often give customers real-time updates on their orders, including notifications about delays or issues. This proactive communication helps set customer expectations and allows them to report any problems with their packages promptly.

Order tracking: Advanced tracking features offered by post-purchase platforms enable customers to monitor their package’s progress and provide businesses with more accurate information about potential issues. This detailed tracking data can help identify trends and patterns related to damaged, lost, or stolen packages, allowing businesses to address the root causes.

Efficient customer support: By integrating customer support tools within the post-purchase platform, businesses can more effectively address customer concerns regarding damaged, lost, or stolen packages. Streamlined support processes help resolve issues faster, improving overall customer satisfaction.

Claims management: Some post-purchase platforms may include features for filing claims with shipping carriers in case of a lost, damaged, or stolen package. These tools simplify the claims process and help businesses recover losses more quickly.

6. Can a post-purchase platform help me manage my customer support more efficiently?

Yes, post-purchase platforms often include features that enable businesses to manage customer support more efficiently. These may consist of integrated customer support and tools for tracking support requests, monitoring response times, and analyzing customer feedback.

7. What type of analytics and reporting features do post-purchase platforms offer?

Post-purchase platforms typically provide analytics and reporting features that give businesses insights into customer behavior, order trends, and return patterns. These insights can help companies to optimize their post-purchase processes and make data-driven decisions to improve customer satisfaction and increase sales.

8. How can a post-purchase platform assist with upselling and cross-selling strategies?

Post-purchase platforms often include features that enable businesses to offer personalized product recommendations based on a customer’s purchase history. This targeted approach to upselling and cross-selling can increase sales and help companies to build lasting relationships with their customers.

9. Are there any downsides or limitations to using a post-purchase platform?

Potential downsides or limitations to using a post-purchase platform may include the following:

  • Cost: The expense of implementing and maintaining a post-purchase platform may only be suitable for some budgets, particularly for small businesses.
  • Learning curve: Businesses may need to invest time and resources in learning how to use and manage the platform effectively.
  • Compatibility: Not all post-purchase platforms may be compatible with your existing ecommerce platform or other third-party tools that you use.
  • Customization: Some platforms may have limited customization options or require additional development work to fit your specific needs.

It’s essential to carefully evaluate the pros and cons of each platform before making a decision.

10. How does a post-purchase platform handle customer data, and what are the privacy and security measures in place?

Reputable post-purchase platforms prioritize customer data privacy and security. They often employ encryption, secure data storage, and access controls to protect sensitive information. Additionally, these platforms typically comply with data protection regulations, such as the EU’s GDPR (General Data Protection Regulation) or the CCPA (California Consumer Privacy Act) in the US. Before selecting a post-purchase platform, reviewing its privacy policies and security measures is crucial to ensure they align with your business’s standards and legal requirements.

SOC 2 (System and Organization Controls) is critical to consider when evaluating a post-purchase platform’s commitment to customer data privacy and security. SOC 2 is an auditing procedure developed by the American Institute of Certified Public Accountants (AICPA) that ensures service providers securely manage customer data by industry best practices. A post-purchase platform with SOC 2 certification demonstrates that they have undergone a rigorous third-party assessment of its security, availability, processing integrity, confidentiality, and privacy practices. This certification gives ecommerce businesses added confidence in the platform’s ability to protect sensitive customer information, comply with relevant regulations, and maintain high data security standards.

Recap

Post-purchase platforms are a critical component of the e-commerce ecosystem, designed to enhance customer satisfaction and drive repeat business. These platforms address various aspects of the customer journey, including order confirmation, shipping and tracking, customer support, returns management, product reviews, upselling and cross-selling, loyalty programs, and re-engagement campaigns.

Key questions to consider when evaluating post-purchase platforms include their impact on customer satisfaction, costs, ease of integration, ability to reduce cart abandonment, comparison of available options, streamlining returns, managing customer support, analytics and reporting features, upselling and cross-selling capabilities, potential downsides, and data privacy and security measures, including SOC 2 compliance.

Post-purchase platforms can help businesses manage and resolve issues related to damaged, lost, or stolen packages by offering better communication, tracking, and support. Although they cannot prevent these incidents directly, they can mitigate the negative impact on customer satisfaction and streamline the resolution process.

Overall, integrating a post-purchase platform into your e-commerce business can lead to a more seamless and engaging customer experience, fostering loyalty and repeat sales. By understanding the common questions and considerations surrounding these platforms, you can make an informed decision that aligns with your business goals and needs.

How we can help.

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5 Effective Abandoned Cart Email Templates

Shipped on March 27, 2023

Abandoned carts are a common challenge in the ecommerce industry. To help you recover lost sales, we’ve compiled five different abandoned cart email templates, each with a specific purpose and strategy. Use these templates to reconnect with customers and encourage them to complete their purchases.

1. Friendly Reminder

This template serves as a gentle nudge to remind customers that they have items left in their cart. The friendly tone aims to make customers feel valued and encourages them to return to the website to complete their purchase. The primary goal of this template is to increase the chances of conversion by keeping the abandoned items fresh in the customer’s mind.

Template:

				
					Subject Line: Hey {CustomerName}, did you forget something in your cart?

Hi {CustomerName},

We noticed you left some items in your cart, and we wanted to make sure you didn't miss out on them. Here's a quick reminder of what's waiting for you:

{ItemList}

Don't wait too long – complete your purchase now and get your items shipped right to your door!

{CheckoutButton}

Happy shopping!

{YourCompanyName} Team

2. Special Offer

This template is designed to incentivize customers to return and complete their purchase by offering a discount. By providing a limited-time offer, customers are more likely to act quickly to take advantage of the savings. This approach not only helps in recovering abandoned carts but also fosters a positive shopping experience, potentially increasing customer loyalty.

Template:

				
					Subject Line: {CustomerName}, here's a little treat to help you complete your purchase!

Hello {CustomerName},

We saw that you left some items in your cart, and we want to help you make that purchase even sweeter. Use the code {DiscountCode} at checkout for a {DiscountPercentage}% discount on your entire order!

{ItemList}

Hurry, this offer won't last long!

{CheckoutButton}

Best regards,

{YourCompanyName} Team

3. Scarcity Alert

The purpose of this template is to create a sense of urgency by informing customers that the items left in their cart are in high demand and may sell out soon. By leveraging the fear of missing out (FOMO), this email encourages customers to take immediate action and complete their purchase before the items are no longer available.

Template:

				
					Subject Line: Uh-oh, {CustomerName}! Your cart items are selling out fast!

Hey {CustomerName},

We noticed you've left some items in your cart, and we wanted to let you know that they're in high demand. Don't miss out on these popular products:

{ItemList}

Act fast and secure your items before they're gone!

{CheckoutButton}

Happy shopping,

{YourCompanyName} Team

4. Personalized Recommendations

This template aims to enhance the customer’s shopping experience by offering personalized product recommendations based on the items in their abandoned cart. By suggesting complementary products, customers may be enticed to not only complete their original purchase but also consider additional items. This strategy helps to increase overall sales while demonstrating a tailored approach to customer engagement.

Template:

				
					Subject Line: {CustomerName}, we've found some great items to go with your cart picks!

Hello {CustomerName},

We noticed you've added some items to your cart, and we thought you might be interested in these handpicked recommendations to complement your choices:

{RecommendedItems}

Don't forget to complete your purchase and enjoy these fantastic products:

{ItemList}

{CheckoutButton}

Happy shopping,

{YourCompanyName} Team

5. Customer Support

This template focuses on addressing any potential concerns or issues that may have led to cart abandonment. By offering assistance and support, customers may feel more comfortable returning to the website and completing their purchase. This approach emphasizes the company’s commitment to customer satisfaction and helps to build trust, leading to a more positive brand perception and long-term customer relationships.

Template:

				
					Subject Line: Need help, {CustomerName}? We're here for you!

Hi {CustomerName},

We noticed that you've added some items to your cart but haven't completed your purchase. If you have any questions or need assistance, our customer support team is ready to help!

{ItemList}

Feel free to reach out to us at {SupportEmail} or call us at {SupportPhoneNumber}. We're always here to make your shopping experience as smooth as possible.

{CheckoutButton}

Best regards,

{YourCompanyName} Team

Recap

Use these five abandoned cart email templates to effectively target customers who have left items in their carts, tailoring your approach based on different customer needs and preferences. By implementing these strategies, you can improve cart recovery rates, foster customer loyalty, and ultimately boost your ecommerce business’s overall success.

5 Post Purchase Email Sequences to Increase Customer Loyalty

Shipped on March 24, 2023

1. The Gratitude Sequence

This email sequence focuses on expressing gratitude to customers for their recent purchase and offering them a discount code for their next purchase.

The primary goal of this sequence is to build customer loyalty by showing appreciation and acknowledging their support. By offering a time-sensitive discount code, we encourage them to make another purchase soon, thereby increasing the likelihood of repeat business and fostering a sense of urgency.

				
					Subject: [CustomerName], thank you for your recent purchase! 🎉

Hi [CustomerName],

We wanted to take a moment to thank you for your recent purchase of [ProductName]. We're thrilled you chose to shop with us, and we're confident you'll love your new item!

To show our gratitude, we'd like to offer you a special discount: use code THANKYOU15 for 15% off your next purchase. But hurry, this offer expires in 72 hours!

If you have any questions or need assistance, don't hesitate to reach out to our customer support team.

Thank you for your support, and happy shopping!

Best,
[YourCompanyName]

The Gratitude Sequence – Email 2

				
					Subject: [CustomerName], don't miss out on our exclusive deals for loyal customers! ⏰

Hi [CustomerName],

As a valued customer, we want you to be the first to know about exclusive deals and offers! Be sure to sign up for our VIP mailing list to receive:

Early access to sales and promotions
Exclusive discounts just for VIP members
Special product previews and announcements
Don't miss out on the opportunity to make the most of your shopping experience with us. Click the link below to join our VIP mailing list today!

[JoinVIPMailingListLink]

Looking forward to having you as part of our VIP family!

Warm regards,
[YourCompanyName]

The Gratitude Sequence – Email 3

				
					Subject: [CustomerName], share the love and earn rewards! ❤️

Hi [CustomerName],

We're so grateful to have customers like you, and we want to invite you to our referral program! Share the love by referring friends and family, and you'll both earn rewards!

Here's how it works:

Share your unique referral link with friends and family.
They get [DiscountPercentage]% off their first purchase.
You earn [RewardAmount] in store credit for each successful referral.
Start sharing your love for [YourCompanyName] and earn rewards today!

[ReferralProgramLink]

Happy sharing!

Best,
[YourCompanyName]

2. Product Care Sequence

This email sequence provides customers with valuable tips on how to maintain and care for their recently purchased product.

The purpose of this sequence is to enhance the customer experience and demonstrate that we care about their satisfaction even after the purchase has been made. By offering expert advice, we position ourselves as a knowledgeable resource and strengthen our relationship with the customer. This also increases the likelihood that they’ll return for future purchases due to our demonstrated expertise and commitment to their satisfaction.

				
					Subject: [CustomerName], keep your [ProductName] in tip-top shape! 🌟

Hi [CustomerName],

We hope you're enjoying your new [ProductName]! To help you get the most out of it, we've put together some expert tips on how to care for your purchase:

[ProductCareTip1]
[ProductCareTip2]
[ProductCareTip3]
By following these simple steps, you can extend the life of your [ProductName] and keep it looking as good as new.

And remember, if you have any questions or need help, our customer support team is always here to assist you.

Take care,
[YourCompanyName]

Product Care Sequence – Email 2

				
					Subject: [CustomerName], maximize your [ProductName] experience with these accessories! 

Hi [CustomerName],

We hope you're enjoying your [ProductName]! To make your experience even better, we recommend these compatible accessories:

[Accessory1] - [ShortDescription]
[Accessory2] - [ShortDescription]
[Accessory3] - [ShortDescription]
These accessories will not only enhance your [ProductName] usage but also help you get the most out of your purchase.

Shop now and use code ACCESSORY10 for 10% off any of these items.

Happy shopping!

Warm regards,
[YourCompanyName]

Product Care Sequence – Email 3

				
					Subject: [CustomerName], need help with your [ProductName]? We're here for you! 👋

Hi [CustomerName],

We're always here to support you and make sure you're getting the most out of your [ProductName]. If you have any questions, concerns, or need assistance, don't hesitate to reach out to our dedicated customer support team.

You can contact us via:

Email: [SupportEmail]
Phone: [SupportPhoneNumber]
Live Chat: [LiveChatLink]
Our team is available [SupportHours], and we're more than happy to help!

Take care,
[YourCompanyName]

3. Cross Sell Sequence

This email sequence provides customers with valuable tips on how to maintain and care for their recently purchased product.

The purpose of this sequence is to enhance the customer experience and demonstrate that we care about their satisfaction even after the purchase has been made. By offering expert advice, we position ourselves as a knowledgeable resource and strengthen our relationship with the customer. This also increases the likelihood that they’ll return for future purchases due to our demonstrated expertise and commitment to their satisfaction.

				
					Subject: [CustomerName], we think you'll love these too! 😍

Hi [CustomerName],

Since you enjoyed your recent purchase of [ProductName], we thought you might be interested in some of our other popular items:

[RelatedProduct1] - [ShortDescription]
[RelatedProduct2] - [ShortDescription]
[RelatedProduct3] - [ShortDescription]
Check them out and don't forget to use code WELCOME10 for 10% off your first order of any of these products.

Have fun shopping!

Warm regards,
[YourCompanyName]

Cross Sell Sequence – Email 2

				
					Subject: [CustomerName], complete your collection with our limited edition items! 🌟

Hi [CustomerName],

We've just released some limited edition items that we think you'll love! These exclusive products are only available for a short time, so don't miss out:

[LimitedEditionProduct1] - [ShortDescription]
[LimitedEditionProduct2] - [ShortDescription]
[LimitedEditionProduct3] - [ShortDescription]

Complete your collection and add these unique items to your cart. Use code LIMITED10 to enjoy 10% off any of our limited edition products.

Shop now before they're gone!

Happy shopping!

Warm regards,
[YourCompanyName]

4. Request A Review Sequence

This email sequence asks customers to leave a review of their recent purchase on our website, offering them a discount code as a token of appreciation for their feedback.

The primary goal of this sequence is to gather valuable customer feedback, which can be used to improve our products and services. In addition, positive reviews can help attract new customers and build social proof for our brand. By offering a discount code in exchange for their review, we encourage customers to engage with us and reward them for their time and effort.

				
					Subject: [CustomerName], how's your [ProductName]? Share your thoughts! 📝

Hi [CustomerName],

We noticed that you recently purchased [ProductName] from our store. We'd love to hear your thoughts!

Your feedback is invaluable to us and helps us improve our products and services. Please take a moment to leave a review of your [ProductName] on our website.

As a token of our appreciation, once you submit your review, we'll send you a special discount code for 10% off your next purchase.

Thank you for your support!

Sincerely,
[YourCompanyName]

Request A Review Sequence – Email 2

				
					Subject: [CustomerName], we'd love to see your [ProductName] in action! 📸

Hi [CustomerName],

We hope you're enjoying your new [ProductName]! We'd love to see how you're using it – share a photo with us on social media by tagging us and using our hashtag #[YourCompanyName]!

By sharing your experience, you'll not only inspire others but also have a chance to be featured on our social media channels.

Thank you for being part of our community!

Best,
[YourCompanyName]

Request A Review Sequence – Email 3

				
					Subject: [CustomerName], have any suggestions for [YourCompanyName]? 💡

Hi [CustomerName],

At [YourCompanyName], we're always looking for ways to improve our products and services. If you have any suggestions or ideas that you'd like to share with us, we'd love to hear from you!

Please take a moment to fill out our short feedback survey:

[FeedbackSurveyLink]

Your input is incredibly valuable to us and will help us make your shopping experience even better.

Thank you for your support!

Best regards,
[YourCompanyName]

5. Re-Engagement Sequence

This email sequence targets customers who haven’t made a purchase in a while, offering them an exclusive discount code to encourage them to return to our store.

The objective of this sequence is to reactivate dormant customers and remind them of the value our products offer. By providing an exclusive, time-sensitive discount code, we create a sense of urgency and incentivize them to make a purchase. This not only helps to generate additional revenue but also rekindles the relationship with the customer, increasing the likelihood of future purchases and brand loyalty.

				
					Subject: [CustomerName], we've missed you! Here's an exclusive offer 🎁

Hi [CustomerName],

It's been a while since your last purchase, and we wanted to let you know that we miss having you as an active customer! To show our appreciation, we've created an exclusive offer just for you:

Use code WELCOMEBACK20 at checkout to enjoy 20% off your next purchase.

This special offer is only valid for the next 7 days, so don't miss out!

We can't wait to see you back in our store soon.

Best regards,
[YourCompanyName]

Re-Engagement Sequence – Email 2

				
					Subject: [CustomerName], have you seen our latest arrivals? 🆕

Hi [CustomerName],

We've been busy adding new and exciting products to our store since your last visit. Check out some of our latest arrivals:

[NewArrival1] - [ShortDescription]
[NewArrival2] - [ShortDescription]
[NewArrival3] - [ShortDescription]
To welcome you back, use code NEWARRIVALS15 for 15% off any of these new products. But act fast – this offer is only valid for the next 72 hours!

We hope to see you back soon!

Best regards,
[YourCompanyName]

Re-Engagement Sequence – Email 3

				
					Subject: [CustomerName], you're invited to our exclusive online event! 🎉

Hi [CustomerName],

We're hosting an exclusive online event just for our loyal customers, and we'd love for you to join us! Here are the details:

Event: [EventName]
Date: [EventDate]
Time: [EventTime]
Link: [EventRegistrationLink]

During this event, you'll enjoy:

Exclusive promotions and discounts
Sneak peeks at upcoming products
Special giveaways and prizes
Don't miss out on this exciting opportunity to reconnect with us and enjoy exclusive benefits. Click the link below to reserve your spot now!

[EventRegistrationLink]

We can't wait to see you there!

Best,
[YourCompanyName]

These email templates are a solid foundation for creating effective post-purchase email sequences that can help your ecommerce business strengthen customer relationships, increase loyalty, and boost sales. By implementing these tailored email campaigns, you can enhance the overall customer experience, encourage repeat purchases, and drive long-term success. 

The key to a successful email marketing strategy is to continually analyze, optimize, and personalize your communication, ensuring that you provide value and stay connected with your customers at every stage of their journey with your brand.

Sustainable Packaging Guide

Shipped on March 23, 2023

Why Sustainable Packaging Matters.

Sustainable packaging is becoming increasingly important due to growing concerns about the impact of packaging on the environment, including its contribution to climate change, depletion of natural resources, and pollution. As consumers become more environmentally conscious, they increasingly demand sustainable packaging options from the companies they buy from.

Adopting sustainable packaging practices can also result in cost savings for businesses. Companies can lower operating costs by reducing material usage, optimizing package size and weight, and implementing recycling and reuse programs. In addition, businesses that embrace sustainable packaging can enhance their brand reputation and appeal to environmentally conscious consumers.

 

Key Elements of Sustainable Packaging.

Sustainable packaging requires a holistic approach that balances functionality, cost, and environmental impact. Key elements of sustainable packaging include:

  1. Renewable Materials: Using renewable materials such as bio-based plastics, plant-based materials, and recycled content reduces the environmental impact of packaging.
  2. Efficient Design: Optimizing packaging size, shape, and weight reduces material usage and transportation costs while minimizing waste.
  3. Recyclability: Designing packaging for recyclability ensures that it can be easily collected, sorted, and recycled after use.

Assessing Your Current Packaging.

Assessing the sustainability of your current packaging is an essential first step in developing a sustainable packaging strategy. It also involves understanding the potential challenges and trade-offs in adopting sustainable packaging practices. Evaluate the environmental impact of your packaging, identify improvement areas, and set improvement goals.

Material Innovations and Alternatives.

Various sustainable packaging materials, including biodegradable plastics, plant-based alternatives, and reusable options, are available today. Each material has its benefits and limitations, and businesses must carefully consider the trade-offs when selecting materials for their packaging.

There are many sustainable packaging materials available now. Some of the most common and popular ones include:

  1. Recyclable paper: This is a versatile packaging material that can be used for a wide range of products. It’s recyclable, renewable, and biodegradable.
  2. Biodegradable plastics:  Plastics that break down naturally in the environment through composting or other natural processes. They can be made from various materials, including cornstarch, sugarcane, and potato starch.
  3. Plant-based plastics: Plastics made from renewable resources, such as corn, sugarcane, and other plants. They are biodegradable and compostable.
  4. Mushroom packaging: This innovative material is made from mushrooms and is fully biodegradable. It’s strong and durable, making it an excellent choice for packaging fragile items.
  5. Recycled plastic: This plastic has already been recycled from other products. It’s a sustainable option because it reduces the amount of plastic waste in the environment.
  6. Biodegradable foam: This material is made from natural materials and can break down naturally in the environment.
  7. Reusable containers: Incorporate branded, reusable containers in your packaging and shipping materials, reducing the need for single-use packaging. 
  8. Compostable shipping materials: Compostable shipping materials are an eco-friendly alternative to traditional shipping materials, typically made from non-biodegradable plastics. These materials break down into natural components when composted, leaving no harmful residue. Compostable shipping materials, such as cornstarch, sugarcane, and mushrooms, are usually plant-based. These materials are often just as strong and durable as their plastic counterparts and are suitable for a wide range of shipping applications. By using compostable shipping materials, businesses can significantly reduce their environmental impact and help to create a more sustainable future for our planet.

Where to purchase sustainable packaging materials.

Several companies are leading the industry in providing sustainable packaging materials. Some of the companies that are making significant strides in this area include:

  1. Loop Industries: This company uses patented technology to break down plastic waste into its basic building blocks, which make new plastic products.
  2. Ecovative: This company uses mycelium, the root structure of mushrooms, to create a biodegradable packaging material that is strong, durable, and sustainable.
  3. TerraCycle: This company focuses on recycling hard-to-recycle materials, such as cigarette butts, coffee capsules, and snack wrappers, and turning them into new products.
  4. Ecolife Recycling: This company turns plastic waste into new products, such as clothing, bags, and furniture.
  5. BioPak: This company creates sustainable packaging for the food industry, including compostable coffee cups, plates, and containers.
  6. TIPA: This company is creating fully compostable packaging materials designed to break down in a composting environment, leaving behind only organic matter.
  7. Evocative Design: This company makes sustainable packaging solutions for the beauty and personal care industry, including biodegradable and compostable packaging materials.

Design for Sustainability.

Designing packaging for sustainability requires minimizing waste, reducing material usage, and promoting recycling or reuse. Strategies for optimizing package size, shape, and functionality can help reduce the environmental impact of packaging.

Regulatory and Certification Landscape

Understanding the evolving regulatory environment for packaging and the role of certifications is essential for ensuring compliance and building trust with customers. Key certifications like FSC, SFI, and Cradle-to-Cradle can help businesses demonstrate their commitment to sustainability.

Case Studies: Success Stories and Lessons Learned.

Learning from the experiences of companies that have successfully implemented sustainable packaging solutions can provide valuable insights for businesses.

  1. Amcor: This case study highlights Amcor’s partnership with Compass Group to create sustainable packaging for their meals. Amcor developed a recyclable tray made from a blend of PET and RPET, reducing the environmental impact of the packaging while maintaining the necessary functionality and performance.
  2. Dow: This case study showcases Dow’s partnership with a beverage company to optimize its packaging design for sustainability. By reducing the thickness of the plastic used in its bottles and optimizing the bottle design for recycling, the company could reduce its carbon footprint and improve the recyclability of its packaging.
  3. Nestle, PepsiCo, and Proctor & Gamble: This case study discusses the collaboration between several companies, including Nestle, PepsiCo, and Procter & Gamble, to develop sustainable packaging solutions through the Alliance to End Plastic Waste. The case study provides insights into the challenges and opportunities involved in transitioning to sustainable packaging practices at a large scale.
  4. Patagonia: This case study focuses on outdoor apparel company Patagonia’s switch to renewable packaging materials. The company replaced traditional plastic bags with bags made from a biodegradable material derived from cassava root. The bags are compostable, reducing their environmental impact and aligning with Patagonia’s commitment to sustainability. The case study discusses the challenges and benefits of switching to renewable packaging.

How we can help.

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Complete Guide to Customer Churn

Shipped on March 22, 2023

What is Customer Churn?

Customer churn is the rate at which existing customers stop doing business with your company. Customer churn is a crucial metric for measuring customer loyalty and satisfaction. It is also an essential indicator of a company’s success in retaining customers and maintaining customer relationships.

0 %
of customers churn due to delivery problems.

Why churn matters – it is cheaper to retain customers than acquire them.

Customer churn is an important metric for ecommerce businesses because it can have a significant impact on their revenue and profitability. Customer acquisition cost (CAC) is one of the most important metrics to track for ecommerce.  CAC needs to be lower than customer lifetime value (LTV) in order for your business to be successful. Here are some reasons why customer churn matters for ecommerce businesses:
  1. Revenue loss: When customers churn, ecommerce businesses lose out on their future revenue. The cost of acquiring new customers is often higher than retaining existing customers, so losing customers can be a significant financial setback for ecommerce businesses.
  2. Reputation damage: Customers who churn may leave negative reviews or feedback about the business, which can damage the business’s reputation and make it harder to attract new customers in the future.
  3. Reduced customer lifetime value: Churned customers have a lower customer lifetime value (CLV) than loyal customers. CLV refers to the amount of revenue a customer generates over their lifetime of purchases from a business. Losing customers reduces the overall CLV of the business.
  4. Increased marketing costs: Ecommerce businesses may need to spend more on marketing and advertising to attract new customers to replace those who churned, which can be a costly and time-consuming process

What factors cause customer churn?

  1. Poor customer service: Poor customer service is one of the most significant factors in customer churn in ecommerce. Customers expect fair and speedy treatment; if they don’t get that, they are more likely to take their business elsewhere.
  2. Lack of engagement: Customers want to feel heard and valued. If a company does not try to engage with customers or takes too long to respond to customer inquiries, customers may be more likely to churn. 
  3. Poor product/service quality: If a product or service doesn’t meet customers’ expectations, they may be likelier to abandon the company and look for alternatives.
  4. High prices: Customers may be more likely to churn if they feel they are paying too much for a product or service.
  5. Bad website experience: A website should be easy to navigate and provide customers with their desired information and products. If it doesn’t, customers may be more likely to churn.

How to measure churn rate?

A basic formula for measuring customer churn is:

[(customers at the beginning of the time period – customers at the end of the time period) / customers at the beginning of the time period] x 100 = customer churn rate.

For a company that had 10,000 customers on the 1st of the month, and 9,800 on the 31st of the month it would look like this:

((10,000 – 9,800) / 10,000) x 100 = 2% churn rate

There are several other methods to gain insight into customer churn:

  1. Cohort Analysis: Cohort analysis involves grouping customers based on a specific characteristic, such as the month they made their first purchase. By tracking the percentage of customers that return to make another purchase in subsequent months, you can measure the churn rate for each cohort.
  2. Recency-Frequency-Monetary (RFM) Analysis: RFM analysis involves analyzing customer data based on three metrics: recency (when was the last purchase), frequency (how often they purchase), and monetary (how much do they spend). By grouping customers based on these metrics, you can determine which customers are most likely to churn and take steps to prevent it.
  3. Customer Retention Rate (CRR): Measures the percentage of customers that return to make another purchase within a specific period. This metric allows you to identify trends in customer behavior and take steps to improve retention rates.
  4. Net Promoter Score (NPS): NPS measures customer loyalty by asking customers how likely they are to recommend your brand to others. Customers who give a low score are likelier to churn, so tracking NPS can help you identify customers who may be at risk of leaving.

How to prevent and reduce customer churn?

  1. Offer excellent customer service: Companies should strive to provide excellent customer service that is fast and reliable. This can include responding to customer inquiries quickly, providing helpful and relevant information, and resolving issues efficiently. 
  2. Engage with customers: Companies should make an effort to engage with customers and make them feel heard and valued. Examples include offering rewards and incentives, creating personalized campaigns, and sending personalized emails and messages.
  3. Improve product/service quality: Companies should ensure that their products and services are of the highest quality to ensure customer satisfaction, such as providing frequent product updates, offering guarantees and warranties, and offering a money-back guarantee.
  4. Keep prices competitive: Companies should strive to keep their prices competitive and in line with the market. Examples include offering discounts and promotions or lowering prices without sacrificing quality.
  5. Improve the website experience: Companies should strive to make their websites easy to use and navigate. This could include ensuring the website is mobile-friendly, providing helpful information, and making checkout processes as simple as possible.
  6. Segment your customer base: Use audience segmentation to ensrue that you are targeting the right customer with messaging that resonates.

How to increase customer retention and loyalty?

  1. Personalized customer experience: Personalization is critical to building customer loyalty. By personalizing the customer experience based on their preferences, browsing and purchase history, you can show them that you understand their needs and care about their satisfaction.
  2. Rewards program: Implement a rewards program incentivizes customers to return to your ecommerce store. Rewards can include discounts, free shipping, and exclusive promotions.
  3. Customer service: Excellent customer service is a crucial aspect of customer loyalty. Ensure that your customer service team is knowledgeable, responsive, and helpful.
  4. Quality products: Ensure that your products are high quality and meet or exceed customer expectations.
  5. User-generated content: Encourage customers to share their experiences with your brand on social media and review sites. User-generated content is an efficient way to build trust and credibility with potential customers.
  6. Follow-up emails: Send follow-up emails to customers after they purchase to thank them for their business, offer additional product recommendations, and ask for feedback. Post-sale engagement shows customers that you value their opinion and care about their satisfaction.
  7. Community building: Build a community around your brand by creating social media groups or forums where customers can connect and share their experiences. Increase customer loyalty by fostering a sense of belonging and community.
  8. Branded Tracking Portal: Offer your customers a branded tracking portal to stop WISMO issues before they start. Provide your customers with peace of mind about where their order is.

Overall, the key to increasing customer loyalty in ecommerce is to provide an exceptional customer experience, build trust and credibility, and incentivize customers to return to your brand.

What are the best practices for customer service?

  1. Omnichannel support: Offer customer support across multiple channels like email, phone, live chat, social media, and chatbots. Allow customers to choose the most convenient method for their needs.
  2. Quick response time: Aim to respond to customer inquiries quickly. Set up an automated response system to acknowledge customer queries immediately and provide a reasonable time frame for a comprehensive response.
  3. Personalized service: Collect and use customer data to tailor your support services. Personalize email and live chat responses by addressing customers by name and using information about their previous purchases or interactions.
  4. Empathetic communication: Train your customer support representatives to listen actively, show empathy, and understand the customer’s perspective. Encourage them to use positive language and maintain a friendly tone throughout interactions.
  5. Knowledgeable support team: Equip your support team with extensive product and policy knowledge to address customer concerns effectively. Provide them regular training and updates on new products, promotions, and policies.
  6. Efficient issue resolution: Whenever possible, focus on resolving customer concerns during the first interaction. Develop a straightforward escalation process for complex issues that require additional investigation or input from other departments.
  7. Proactive support: Monitor customer feedback and analytics to identify common issues and concerns. Address these issues proactively through FAQs, knowledge bases, video tutorials, or personalized outreach.
  8. Collect and act on feedback: Encourage customers to provide feedback on their support experience. Feedback enables you to identify trends and problem areasin order to implement any necessary changes.
  9. Offer self-service options: Provide customers with self-help resources, such as FAQs, knowledge bases, and chatbots, to resolve simple issues without contacting support.
  10. Measure customer satisfaction: Track metrics like Customer Satisfaction (CSAT) scores, Net Promoter Score (NPS), and Customer Effort Score (CES) to assess your customer service performance. Use this data to set goals and continuously improve your support operations.
  11. Implement a post-purchase platform: Utilize Shipped Suite to automatically process customer support requests related to lost, damaged, or stolen packages to provide your customers with peace of mind and an easy-to-use claims portal.

Average Customer Churn Rates by Industry

Use this breakdown of churn rates by industry from Omniconvert to compare your rate and see if you have room for improvement. 

Beauty and fitness: 62% churn rate

People and society: 63% churn rate

Food and drinks: 64% churn rate

Health: 65% churn rate

Books at literature: 69% churn rate

Pets and animals: 70% churn rate

Sports: 70% churn rate

Apparel: 71% churn rate

Home and garden: 75% churn rate

Toys and hobbies: 77% churn rate

Shoes: 78% churn rate

Apparel clothing accessories: 79% churn rate

Consumer electronics: 82% churn rate

Gifts and special events: 82% churn rate

By implementing these best practices, you can create a customer service experience that meets and exceeds customer expectations, increasing loyalty, positive word-of-mouth, and higher revenues. Start by implementing Shipped Shield and improve customer satisfaction and CX resolution times with premium package assurance. 

What is Shipping Insurance

Shipped on January 18, 2023

Shipping Protection

E-commerce businesses face an emerging customer expectation for shipping insurance coverage. Shipping insurance is the process of paying premiums to a third party (Insurer) in exchange for that third party assuming the risk (liability) that the third party would otherwise never have. Shipping insurance, sometimes called parcel insurance, protects both shippers and receivers against damaged, lost, or stolen packages.

How does shipping insurance work?

Every state has a Department of Insurance (DOI) to verify insurers are financially able to cover the liability they are insuring and that insurers are compliant with all federal and state regulations. Insurance agents or brokers make shipping insurance coverage available to merchants, collect the premium and send that premium to licensed insurers.

Customers can include their shipment on a commercial inland marine insurance policy that protects the entire shipping process. This commercial insurance policy covers the item from when it leaves the merchant’s warehouse until it is in the customer’s hands and they are satisfied with the product.

Is shipping insurance from major shipping carriers enough?

Shoppers are unaware and do not care about the actual liability of their shipment throughout all stages of delivery. They will blame the e-cCommerce business for any issue, even when they are not legally liable.

Carrier shipping insurance is not enough.

49 million Americans had at least one package stolen in the last 12 months.

Using insurance from major shipping services is often not enough. Additional insurance is required.

  • UPS shipping insurance, like most major carriers, only covers $100 without additional payment, regardless of declared value.
  • Major carriers make it difficult to file a claim and get an approved reimbursement for that $100. There can be complicated forms, long waiting periods and unwritten specifications on what is covered and not covered. Processing times can take 2-3 weeks to resolve a claim with another 2 weeks for the paper check to arrive in the mail.
  • Carriers are not liable for porch piracy. Even a reputable carrier will not cover theft after a package has been delivered.
  • The merchant is responsible for filing shipping insurance claims with the carrier, not the customer.
  • Carriers do not cover theft and leave a gap of liability where they have dropped the package off, but the customer has not taken receipt of the package.
  • Shipping priority mail through the US Postal Service includes up to $100 of insurance. USPS insurance also does not cover package theft.

Is shipping insurance coverage worth getting?

40% of shoppers will not give a merchant a second chance over shipping related issues, even issues outside the merchant’s control.

  • Remove the need for merchants or customers to make claims with transportation carriers over loss or damage.
  • Provides coverage for gap areas.
  • Quick, easy, and automated claims processing for happier customers.
  • Turns lost or damaged packages into a minor inconvenience for customers and merchants.
  • Even if the merchant isn’t legally liable for theft or carrier issues, customers will blame the merchant, and merchant reviews are on the line.

Unlicensed? Plan For Fines.

An insurance agent or broker must carry a license in every state they sell shipping insurance.

  • Severe penalties apply on a state-by-state basis for the unauthorized selling of insurance. These fees can range from $100-$1000 per transaction.
  • Offering insurance is complex and harder to manage than it would first appear.
  • Even if insurance wasn’t regulated, is it worth your time to manage it?
  • Charging an extra fee for a ‘promise, guarantee, or warranty against the risk of loss is selling insurance and collecting an insurance premium.

Why Shipped Suite is the best solution for package assurance for shipping insurance coverage.

  • We automate customer service around the entire post-sale experience, not just package protection.
  • Shipped Shield covers headaches from carrier damage, loss, and theft.
  • Shipped Insurance Services LLC, a wholly-owned subsidiary, is our legally licensed insurance agency.
  • We provide an easy-to-use, integrated solution for shipping protection, tracking, and carbon credits..

What is Shipped Suite?

The many advantages of Shipped Shield

We are a platform that increases customer lifetime value while uplifting conversion rates and reducing customer support costs and streamlining e-commerce operations.

Shipped Shield is a hassle-free solution for resolving shipping issues related to damage, loss or theft, simplifying the process of getting a replacement or refund quickly.

Consumers have the option to purchase Shipped Shield directly from Shipped, reporting shipping issues directly to Shipped.

We automate the customer experience around the entire post-sale process, streamlining operations to reduce costs and eliminating refunds for shipping failures while boosting store profitability and return-on-ad-spend.

Shipped Insurance Services LLC, a wholly-owned subsidiary, serves as our licensed insurance producer.

Shipped’s API and SDK-first solution integrates easily to offer shipping protection, tracking services and third-party certified carbon credits.

Shipped Shield

Shipped Shield is a hassle-free solution for resolving damage, loss, or theft issues, simplifying the process of quickly getting a replacement or refund for customers.

Shipped Track

Shipped Track destination tracking

Shipped Track enables visual delivery tracking and real-time notifications to ensure the safe delivery of orders for customers.

Shipped Green

Shipped Green - Ship Carbon Neutral

Shipped Green offers carbon neutral shipments, enabling brands to be socially and environmentally responsible.

Frequently asked questions about shipping insurance coverage.

What is declared value?

Major carriers require merchants to declare a value during the shipping process to be able to determine their maximum liability for any loss, damage, delay, or misdelivery relating to that package. Major shipping carriers have placed the responsibility of proving any actual damages incurred on the merchant.

The declared amount should reflect the total amount it would cost to replace or repair the items in a package, and certain limits apply to specific items, such as artwork, jewelry, and antiques.

Does declaring a value automatically provide coverage?

Note that declaring a value does not automatically guarantee reimbursement or the exact amount declared. Major carriers require that merchants submit a written claim, and then FedEx, UPS, or USPS will investigate each case accordingly.

Investigations include looking at the packaging chosen and how you packed the shipment – if either of these were done improperly and the package is damaged during the shipping process, most carriers will not be held responsible.

How much is UPS shipping insurance per $100?

The first $100 UPS (United Parcel Service) declared is included. However, everything between $100.00 and $300 incurs an additional $3.45. After $300, the cost increases by $0.15 per $1,000 value. UPS insurance coverage also does not cover stolen packages and requires merchants to file a claim through a complicated process.

How much is FedEx insurance per $100?

FedEx also covers the first $100 declared and requires additional fees based on the parcel’s value.

What is a shipping insurance fee?

The fee is a premium paid to a third party (insurer) in exchange for that third party assuming the risk (liability) that the third party would otherwise never have.

Is it worth it to insure packages?

According to Reuters, 53% of customers expect fast reshipment of damaged items, and 43% expect discounts or swaps for damaged goods. Often an e-commerce business sustains financial losses without shipping insurance.

Start protecting today with Shipped Shield

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