What’s New July 2021: In the world of Sorted REACT

1. FASTER ONBOARDING. YOUR WAY.

To keep competitive edge and quickly realise the benefits of new tech, it’s no surprise that a lot rests on onboarding. Retailers and brands should know how quickly they can get up and running, and what it will cost in time, money and resource.

SaaS tech providers should always provide public technical documentation, to ensure the retailer has completely transparent access to all the information needed for speedy, streamlined onboarding. However, speed alone is not enough. And not every retailer will start the project with a harmonious tech stack (in fact, very few do).

For large, global organisations, an onboarding or integration method that works for one country may not work as well for another, or you might want to roll out or test in other markets later.

We’re hearing more and more that configurability is key, and retailers and brands want to be able to choose an onboarding path that is not only fast but that works best for them and their IT estate.

2. DRIVING DIGITAL ENGAGEMENT WITH PERSONALISED DELIVERY TRACKING.

80% of customers now want personalisation. That’s huge.

Retailers and brands everywhere are looking to build immersive experiences.

If the hardest part has been done, and the customer clicks the buy button, why wave that customer off into the sunset by handing them over to the carrier and hoping for the best? Tracking and delivery updates are critical touchpoints for building customer loyalty and brand affinity. And this should be when your customer is fully immersed in your brand.

Retailers use REACT’s multi-parcel branded tracking pages to drive digital engagement and promote upsell, whilst giving their customers the delivery or returns insight they need (and expect… 82% of customers expect tracking to come from the seller according to IMRG).

The pages are completely configurable, in your language and tone of voice, and can be set up in minutes – no coding required. Create as many as you need to personalise for different target customer segments. Take a look at the example below.

3. EMPOWER YOUR TEAMS FOR WISMO REDUCTION.

Customers want to be able to access delivery or returns tracking information on demand, and if they can’t find this easily, they’ll be reaching out to you, the retailer. At up to £6 per customer contact, it can be an expensive problem to have.

Prevention is better than cure, when it comes to WISMO (where is my order) and WISMR (where is my return). Branded tracking pages, and automated status updates, can mitigate the risk of customers feeling out of the loop. In fact, one of our unstoppable customers recently saw a 63% WISMO reduction doing exactly that, where WISMO used to make up 40% of calls, but now make up only 15%.

But not all customer enquiries can be stopped. So streamlining and supporting customer service agents becomes a priority. And, if you have the right data, you can give them the insight they need to take proactive action and deliver a 5* CX. Even when things go wrong.

4. THE LINK BETWEEN CARRIER PERFORMANCE AND CX.

Carriers hold the keys to delivery experience in the real world. What they do and how they perform is a direct reflection of your brand in the final mile.

You can’t see deliveries happening with your own eyes, and you shouldn’t need to rely on carriers to mark their own homework. This is where your data and insights can give you a head start over your peers when it comes to customer experience. Accurate reporting and monitoring means you’re fully in control, and broken promises can be tracked and reduced.

We’ve recently spoken to one retailer who is exploring how to use carrier performance data across all their delivery partners by comparing it to their CX metrics. This will enable them to discover whether delays from a particular carrier resulted in a fall in NPS or CSAT. Invaluable when innovating and optimising delivery experience.