Complete Post-Purchase Customer Journey Guide
The post-purchase customer journey is arguably the most important part of the entire delivery process, having a direct impact on customer satisfaction and retention. But what goes into creating a great post-purchase experience for your customers? And what can you do to improve your current post-purchase journey?
In this guide, the post-purchase software experts at Scurri share everything you need to know about the post-purchase journey to keep your customers happy and convert them into loyal repeat buyers.
Let’s get into it…
Why does the post-purchase experience matter so much for eCommerce brands?
For eCommerce businesses, the customer journey doesn’t end at checkout – in fact, that’s just the beginning. Delivering a great post-purchase experience gives brands the opportunity to:
- – Build trust
- – Minimise support tickets
- – Turn one-time shoppers into loyal customers
Today’s consumers expect their delivery experiences to be not only fast but also transparent and stress-free. They want real-time updates, easy returns, and personalised communications, and when these expectations aren’t met, it can lead to negative reviews and loss of repeat business.
In short, a smooth post-purchase experience strengthens brand perception. Research has found that 85% of online shoppers wouldn’t order again from an online retailer after a bad delivery experience, so getting it right is essential.
How to create the best post-purchase experience for your customers
A great post-purchase journey goes beyond delivery tracking. You should aim to create a consistent, branded experience that keeps customers informed and makes them feel valued, every step of the way.
Here’s how to make it happen:
1. Transparent tracking and delivery updates
Your customers shouldn’t have to chase information about their orders. Real-time tracking links, branded tracking pages, and proactive delivery notifications give shoppers the visibility and control they crave, reducing “Where is my order?” (WISMO) queries and increasing overall satisfaction.
2. Clear communication at every stage
From the moment the package is dispatched from your warehouse to the moment it arrives at your customer’s doorstep, clear, ongoing communication is key to building trust. Use branded post-purchase emails and SMS updates to keep your customers informed, taking care to ensure consistency across all touchpoints – this will help your brand stay in customers’ minds long after checkout.
3. Easy returns and exchanges
A straightforward returns process can boost confidence in your brand and help drive future sales. You should offer flexible return options and provide pre-paid return labels to make the process seamless and stress-free for your customers.
4. A personalised experience
Tailor your post-purchase communications to each customer, offering personalised product recommendations and loyalty incentives where possible. This makes your customers feel valued and shows that you understand their unique preferences, which helps nurture long-term relationships and encourage repeat purchases.
Boost customer loyalty with Scurri’s innovative post-purchase software
What if we told you that there’s one single piece of software that can streamline the post-purchase journey, automatically keeping your customers in the loop to reduce customer support overheads and increase repeat purchases?
Scurri Track Plus does just that, putting you back in control of the customer delivery experience with no stress or fuss.
Here are the key features you can expect from Scurri Track Plus:
Branded tracking emails
Send branded post-purchase emails during a peak engagement period to boost brand loyalty and help increase repeat purchases. Not only will this extend brand reach and reduce WISMO queries, but it can also drive revenue with added personalised product recommendations and special offers or discounts.
Branded tracking timelines
Our branded tracking timeline keeps customers informed at every stage of the delivery journey, providing user-friendly updates and estimated delivery dates. Easy access to this information will help reduce WISMO queries, and the level of personalisation available encourages repeat purchases.
Estimated delivery dates
Reduce order anxiety by providing customers with accurate estimated delivery dates, which are clearly displayed within the timeline, and giving them peace of mind. This boosts repeat purchases by creating a positive delivery experience.
Post-purchase insight reports
With post-purchase insight reports, you can get the insights you need to make data-driven decisions. See delivery rates and bounce rates for order tracking emails, analyse traffic and engagement and track how orders are progressing with carriers.
How the Post-Purchase Journey Works
Here’s how our Scurri Track Plus service works, step by step.
Step 1: Automatic flow
Once a shipment is displayed in the Scurri platform, the details of the shipment automatically flow into the post-purchase communication system.
Step 2: Branded emails
Once the shipment information is in the system, it uses the tracking data to trigger a number of branded emails to customers based on the package journey.
Step 3: Trigger emails
You can also choose to send out a trigger email depending on the particular tracking statuses such as In Transit and Out For Delivery.
Step 4: Automations
You can create automations or particular emails for orders over a certain value for VIP customers for example.
Step 5: Tracking timeline
Create a retailer-branded tracking page that hosts a timeline with an estimated delivery date where customers can access this for peace of mind. This can be hosted by Scurri or embedded on your own website.
Ready to elevate your post-purchase experience?
The post-purchase customer journey is one of the most powerful opportunities your brand has to build loyalty, reduce support costs, and drive repeat sales. And with Scurri Track Plus, delivering that seamless experience has never been easier.
From branded delivery updates to actionable insights, Scurri empowers you to stay connected with your customers long after checkout.
Book a consultation today to find out how Scurri can help you take control of your post-purchase customer journey.
AI Concierge for Retailers
AI adoption in retail is growing in popularity as it can help with automating WISMO resolutions and streamlining FAQs. Scurri AI Concierge as a digital assistant can also embed post-purchase marketing campaigns.
Finding the right AI solutions for your business goals can be a challenge, but at Scurri we have used our knowledge within retail technology to develop the AI Concierge.
Automated WISMO Solutions
82% of WISMO queries can be resolved by AI which can reduce the operational costs within a business and improves the quality and efficiency of the customer experience. It can help deflect low and high value queries.
You can chat with the customers on apps and platforms they use on a regular basis like Whatsapp and Facebook Messenger. Customers are onboard through your existing website, FAQ page or any post-purchase communications.
FAQ Capabilities
Use the AI Concierge to answer unlimited FAQs on their platform of choice with no API required. These can be answered in your brand’s tone of voice and easily answer low and high volume questions.