Do you email courier/RM tracking references to customers?

[BrightIdeas]

Do you email tracking references to your customers when you have dispatched their order?

Just toying with the idea of doing this for enhanced customer service, but think it could cause more hassle than it's worth due to incorrect human input, etc.

 

[Poppy Design]

I guess it depends on your admin area of your shopping cart.
We have a system where you can update the order status ie posted and there is a blank box where we can type in a tracking number + a box to tick to allow a copy of this info to be emailed to customer.

Plus if you are sending high value goods it is always nice for you and the customer to be able to track it.

 

[KateCB]

We do it automatically for Courier deliveries - its part of their service to us, and an email is sent to the customer email address to let them know date of delivery and tracking number - Royal Mail tracking for recorded or special deliveries we do if requested, but not as the norm..

 

[dubOnline]

100% make sure you do

When a new customer enters your sales funnel there is a 'moment of truth' that they experience.

Following up with a well thought out email can encourage upsells, word of mouse, tweets or facebook likes etc

It's also a great opportunity to set the tone of your brand.

 

[wormcity]

Always
but then its handled by our couriers anyway so its automatic.

However not all customers read the email

 

[Paul Norman]

Yes, we do, along with the dispatch confirmation.

 

[John.Tritor]

You should be sending customers as much information about their package as you can. Giving them updates on their package would lessen the mailing inquiries.

 

[OldWelshGuy]

Royal mail is trash all it says is posted on xx day, waiting to be delivered. There was a time whejn it told you where in the chain it was, now it doesn't appear to do that, just when it was posted.

 

[danny156]

Royal mail is trash all it says is posted on xx day, waiting to be delivered. There was a time whejn it told you where in the chain it was, now it doesn't appear to do that, just when it was posted.

It only tells you where it is on the chain if you send it Special Delivery

Recorded Delivery - is now just a signed for service to cut costs - though they dont do their job right then - we get so many complaints - half the time it gets pushed through the letter box or left outside

 

[deniser]

We do on some websites but not on others.

It is really helpful if you are using a guaranteed next day service and the customers love it but it has backfired on us when using a slower service because customers logged on, saw that their parcel had been sitting in a depot for a couple of days, got wound up and then rang to complain to us asking us to get the courier to move it from the depot.

If we had just told them it would be delivered in 5 days, they wouldn't have got annoyed.

 

[Consultant sea]

With RM Special delivery for me it shows a package has been delivered even if no one was in and a card was left. A bit sloppy. They may be limited in the options they can chose when they deliver on their hand held devices.