Thanks to Amazon Prime and real-time order status, the notion of shipping a package without tracking might seem unconventional. However, effective communication can eliminate the need for tracking and provide a seamless and satisfying experience for both sellers and customers. In this blog post, we’ll explore the idea that, with the right communication strategy, you can forgo tracking and rely on automated, timely, and informative emails to keep your customers informed, enhance their experience, and even reduce the burden on your customer service team.

It’s important to remember that not all packages qualify to be shipped as a USPS Flat package. If you are considering shipping your products this way, remember that they need to lay flat, the over all package must be under 13 ounces, flexible, uniformly thick, and be under ¾” thick. You can find more details on these requirements here.  Any other products can not be mailed as a USPS Flat.

The Flaws in Traditional Tracking

Before we delve into the power of communication, let’s briefly examine the limitations of traditional tracking systems:

• Cost:  USPS provides tracking and delivery confirmation for Parcels only.  Shipping a Parcel costs approximately $2 more than shipping a USPS Flat.
• Customer Expectations: When customers are unable to track their packages in real-time, they sense loss of control when it comes to their new purchase’s journey. The money they have spent is out in the world without knowing where it will end up. However, customers also value discounted or free services, including discounted shipping. When given the opportunity to choose between $5 shipping with tracking, or free shipping without tracking, most will choose the later

Effective Communication as an Alternative

Now, let’s shift our focus to how effective communication can fill the void left by traditional tracking systems and create a more efficient and pleasant shipping experience.

1. Offering Free Shipping

When given the option, most consumers ordering low value merchandise, say under $30, will choose free shipping over paid shipping with tracking. By offering free shipping to begin with, your customers will feel in control of their options. This helps communicate what your customer should expect from the shipping experience right off the bat.

2. Order Received Emails

When a customer places an order, promptly send an automated “Order Received” email. This email should include:

• Order confirmation with details.
• Estimated shipping time frame.
• A personalized message expressing gratitude for their purchase.

This email sets appropriate expectations as well as transparent and informative communication from the start, creating a sense of trust and anticipation.

Almost all e-commerce platforms offer integrations with email platforms for smooth and automated emails to be sent. With a little bit of effort upfront, you can design all the emails you’d like to be sent to your customers during the shipping journey and automate the process so you don’t have to think about it. Set it and forget it – all while still providing your customers with a great customer experience.

3. Shipping at Estimated Times

As the shipping process progresses, send emails with updates on the order’s status. These emails can include:

• Confirmation that the order has been processed and is ready for shipment.
• A shipping notification with the expected shipping date and estimated delivery time frame.

These updates provide customers assurance that their order has been processed timely. Proactive emails reassure customers that their order is on its way and let them know when to expect it.

4. Anticipating Delivery: The 48-Hour Alert

Approximately 48 hours before the estimated delivery date, send an email to the customer reminding them that their order should be arriving soon. Include:

• A recap of the order details.
• The estimated delivery date and any specific delivery instructions.
• A friendly reminder to reach out if any issues arise.

This simple email helps to prevent your customer from reaching out to customer service via chat, social media, or calling in for service to ask for order status.  This message will quell your customers’ urge for real-time status before instant gratification anxiety sets in.

5. The Arrival Confirmation

Two to three days following the expected delivery date, send an email to confirm that the order has arrived. This email should include:

• A brief note asking customers to inspect the package for any damage or discrepancies.
• Contact information for customer support in case of issues.
• A link to allow customers to post product reviews!
• Discount promo codes for a second order, or a discount code to share with a friend.

A post-delivery message provides customers with the reassurance that their package has arrived as expected, reducing anxiety and the need for constant tracking, and it is also a great opportunity to upsell, cross-sell, and increase customer lifetime value.

Reducing the Burden on Customer Service

Effective communication not only enhances the customer experience but also reduces the workload on your customer service team. Here’s how:

1. Fewer Customer Inquiries

Proactive communication minimizes the need for customers to reach out with inquiries about their orders. When customers receive timely updates, they’re less likely to contact your support team for tracking information or order status.

2. Improved Customer Satisfaction

A well-informed customer is a satisfied customer. By keeping customers updated at each stage of the shipping process, you’re more likely to receive positive feedback and reviews, which can boost your brand’s reputation and reduce negative interactions with customer service.

3. Focused Support

With fewer routine inquiries to handle, your customer service team can allocate more time and resources to addressing complex issues, providing personalized assistance, and improving overall customer satisfaction.

While traditional order tracking can provide a sense of security, shipping small USPS Parcels with tracking is expensive and unnecessary. Effective communication through well-timed emails can fill the tracking void by providing customers with the information they need when they need it.

By sending automated “Order Received” emails, providing shipping updates at estimated times, alerting customers to expect deliveries, and confirming arrivals, you can create a shipping experience that is both efficient and customer-centric. Additionally, this approach can reduce the workload on your customer service team, allowing them to focus on higher-value interactions and ultimately enhancing your brand’s reputation.

So, are you sure your customers require tracking for all orders? Automated communication can be a powerful and cost-effective alternative, offering a smoother and more transparent shipping experience for you and your customers alike.