How SMS campaigns enhance returns management and order tracking
You’re probably already aware that SMS campaigns are an incredibly powerful tool for marketing: Ecommerce SMS marketing campaign open rates average around 98%, nearly five times higher than email open rates. In fact, 22% of marketers say that SMS campaigns drive 20% of their total revenue.
But the power of SMS goes well beyond marketing: This communication channel is just as integral to the post-purchase experience. Transactional SMS campaigns empower your brand to keep your customers informed with real-time updates at every stage of the post-purchase journey, from updates on order delivery status all the way through the returns management process.
Let’s explore why and how to use text messages during the post-purchase journey.
Why SMS matters in today’s post-purchase experience
Once a shopper has bought an item, they’re anxious to know when it’s going to arrive—and, in the event that they need to make a return, they want assurance that they’ll get their refund or exchange credit promptly.
Transactional SMS campaigns are an ideal way to provide your customers with real-time updates and alerts, whether your item is en route to the customer’s door or back to your warehouse. By building personalized automated campaigns that are triggered by fulfillment partner and shipping carrier status changes, you can give shoppers confidence in your process at every stage of the post-purchase experience.
On the way to the customer
When you’re shipping an order, you’ll be able to let your shoppers know when their orders are on track, with regular updates as the delivery is getting closer so that they can be prepared for receipt, and an alert as soon as the package is at their door. And, in the event that an order gets delayed at some step along the way, you can proactively notify your customer about the issue and let them know how you’ll resolve the problem.
By delivering real-time order tracking and status updates every step of the way, you’ll be able to reduce “where’s my order?” support inquiries, reduce the likelihood of package loss or theft, and ensure high customer satisfaction rates.
Transactional touchpoints like SMS campaigns are your brand's way to boost loyalty and revenue
Curious what other touchpoints you can take advantage of? Check out our recent report!
Unlock all the insightsOn the way back to the warehouse
Let’s not forget that up to 30% of online orders may end up as returns for various reasons—maybe the item didn’t fit correctly, or the shopper didn’t like the color once they saw it in person.
Whatever the case, once the customer initiates a return, they’re anxious to know when they’ll receive a refund or exchange credit for the item. In a traditional returns management process, the communication may stop once the package is sent—and they won’t know when (or even if) they’re likely to receive their refund, causing friction for the customer.
By opting to use SMS in your returns management, you’ll be able to notify the customer about key status updates during the return journey, including confirmation that the order has been picked up with an estimated timeframe for delivery, an “item received” notification, and confirmation that the refund has been approved (often after an inspection).
These status updates can increase customer confidence in the returns process and reduce your support ticket volume. They’ll also help re-engage your customers around your brand, encouraging them to consider other purchase or exchange options.
Building your delivery + returns management workflow
To optimize the impact of your SMS campaigns, it’s important to build an integrated delivery and returns management workflow that includes automated SMS templates for every important touchpoint of the customer’s journey.
Using Loop, you’ll be able to set up customized messages tied to key trigger events, and include a link to a branded order tracking page that provides real-time updates on your customer’s order status. Your order tracking page can also feature curated product recommendations to promote upsells, as well as an FAQ that answers common questions around the returns process.
Brands using Loop’s order tracking feature see a 1-2% lift in conversions from product recommendations, a 40% reduction in “where’s my order” inquiries, and a 20% lift in same-month repeat purchases. By delivering best-in-class SMS campaigns tied to your deliveries and returns, you’ll be able to keep your customers informed, engaged, and eager to shop with you again.
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