Live Order Tracking Is Now a Customer Expectation, Not a Perk

Introduction

Have you ever ordered something online and spent the day worrying about when the shipment will arrive? Checked your phone 5 times that day? Even called up the support to inquire if something was wrong?

As more and more people are shopping online, delivering food, and using on-demand services, the expectation of customers is changing. They expect to know where their order is, how much time it will take to arrive, and any other information related to their order.

Live order tracking has become an integral part of the experience as opposed to a luxury.

Investing in delivery management software and delivery tracking app can help businesses fulfill customer expectations and streamline their operations.

Why Live Order Tracking Is Important

Like any other customer, today’s customers have higher expectations from businesses. And rightly so! They have grown accustomed to receiving constant updates regarding any transaction or booking they make online.

Therefore, it is only fair that customers should be able to track their order in real-time instead of sitting around wondering if it is on its way or stuck in transit.

Live tracking can provide customers with all the information they need about the status of their order. That includes when the order was dispatched, the location of the driver, the progress of the delivery, and the projected ETA.

This will not only help the customers breathe a sigh of relief but also help them plan their day accordingly. Even in case of a delay, the customer will be notified in real-time, and they will know what to expect.

For businesses, responding to these queries can be a pain, especially if they have to deal with hundreds of customer calls each day.

With a good delivery tracking software, not only can the businesses assist their customers better but also make sure that the information is accurate as all the changes are automated.

How Live Tracking Helps Both Sides

1. It eliminates the fear of the unknown for the customers

The biggest fear of online shoppers is not getting their order on time. With a delivery tracking app, the customers can check the status of their order at any given time. They can see the projected date of arrival and know how much time they need to set aside to receive the package.

This will not only boost the customer’s confidence in the brand but also eliminate the need to call the business for trivial information. A simple ‘Where is my order’ search will suffice.

2. It reduces the number of customer support tickets

For customer care executives, the biggest nightmare is dealing with customers who are not aware of the status of their order. As the business grows, so does the number of customer care tickets. With a delivery tracking application, not only can the customers track their order themselves, but the customer support executives can also spend their time and energy dealing with more important issues than ‘Where is my order?’.

Thanks to the automation within the delivery management software, the customers can be notified whenever an order is dispatched or is about to arrive.

3. It reduces customer complaints

It goes without saying that a happy customer is the best marketer for any business. On the flip side, an unhappy customer will do everything in their power to make sure that nobody else buys from the business. With proper delivery management software, businesses can keep their customers updated and aware of exactly what is happening. That way, even in the case of a delay, the customers will be notified, and their expectations will not be defeated, reducing the likelihood of a complaint.

For instance, when a delivery driver reaches the customer’s location, the delivery tracking software can notify the customer. This way, the customer can make sure that they are available to receive the package. The same goes for when the delivery driver reaches a certain point on the map or the estimated time of arrival.

Delivery Management Software Makes Real-Time Tracking Easy

In the background, there needs to be an efficient delivery system that helps keep track of the orders, manages the drivers, and helps streamline the delivery process. That is where the delivery management software comes into the picture.

Modern-day delivery management software can integrate various aspects of the delivery process, such as order tracking, driver management, route optimization, and more. By integrating this data into one place, businesses can not only get a clearer picture of what is going on but also provide the customers with better customer support.

For instance, when the delivery driver scans the package or marks it as delivered via the delivery app, the information can be relayed to the software. Based on the capability of the software, it can update the customer support, update the customers, or even send out an invoice. With such an integrated system in place, managing a high volume of deliveries becomes a piece of cake.

For businesses, both large scale and small scale, choosing the right delivery management software can make a world of a difference. Especially when the volume of orders starts to increase, having an efficient delivery management software can streamline operations and provide customers with a great experience.

How Delivery Tracking App Can Help Drivers And Dispatchers

Drivers and dispatchers also benefit from a delivery tracking application.

Drivers get an easy way to view their orders, the routes, and the status of their delivery. With a simple click of a button, a delivery driver can update the status of the package without having to call up the customer support every time.

As far as the dispatchers are concerned, a delivery tracking application gives them control over the process and the ability to make sure that everything runs smoothly. If there is an issue with the delivery, the dispatchers will know about it right away and will be able to update the customer.

When combined with advanced route optimization and smart auto-dispatching features, delivery management software can make sure that deliveries are made faster, better organized, and with minimal problems.

Features To Look For

When it comes to choosing a delivery tracking application, businesses should look for features that enable them to boost their productivity while helping them communicate better with the customers.

Some of the features that have become a necessity in 2021 are,

Real-time order tracking: Gives the customer an idea of where their order is and when it can be expected. This feature is only available if the application has real-time tracking capabilities.

Estimated time of arrival: Helps customers plan their day better.

Auto-notifications: Sends the customer an update regarding their order.

Route optimization: Ensures that the delivery driver takes the shortest route possible to reach the customer. This also helps in reducing fuel consumption.

Status updates: Allows the dispatchers and drivers to keep track of the order.

Proof of delivery: Makes sure that the customer actually receives the product with the help of photo confirmation or signature confirmation.

Reporting: Helps in identifying patterns and figuring out why there may be delays in the delivery. This will ultimately help in providing better service to the customers.

While some applications may offer these features, others may not. The business must choose the application that best fits their requirements.

Live Tracking Helps Deliver Happiness

When it comes to competing against other businesses, most customers will choose the one that offers a better experience over the one with a slightly lower price. Therefore, businesses must invest in a reliable delivery management software and delivery tracking application to stay ahead of the competition.

As the customer grows more demanding, a delivery tracking app helps in providing a superior experience while also helping the business scale.

Having more visibility into the delivery process also helps the business in identifying pain points and working to resolve them. As the business evolves, the right application will help it keep up with the expectations of the customers and deliver consistently great service.

With a solid tracking application and delivery management software in place, the business can focus on improving the customer experience and making the process as smooth as possible for the customers.

In a competitive market where customers have numerous options to choose from, a strong first impression is paramount importance. By meeting and exceeding the expectations of the customer, a business can foster a long-term relationship and encourage them to return again and again.