3 Ways To Boost Post-Purchase Customer Experience And Loyalty With Yotpo And Lateshipment.com6 min read

Are you up for a simple exercise that will predict how successful your business will be? If yes, answer the following question. What measures do you consciously take to improve your customer’s purchase journey once they’ve hit the buy button?

Before we get to the context of things, remember that the post-purchase phase takes up 50% of the overall customer experience. But most eCommerce brands, who take a top effort to convert prospects into customers, unwillingly neglect to do the same for what comes after. This creates a situation where you have unsatisfied customers who are prone to leave your brand, leading to multiple unnecessary costs in the form of churn rates and acquisition costs.

So, if you’re an eCommerce retailer who is looking for ways to optimize your post-purchase phase, here are some insights on how you can provide integrated experiences that come in handy in improving customer satisfaction after the ‘buy’ button. But first, here’s a look into what great post-purchase experiences can do for your brand, particularly from a customer standpoint.

The Impact of Great Post-Purchase Experiences on Customer Loyalty

1) Strengthened customer relationships – The post-purchase phase is the last thing your customers are going to remember about your brand. Thus, it is important to make things memorable in a positive sense and build stronger customer relationships. This also leads to additional revenue for your business as loyal customers are worth up to 10 times the value of their first purchase

2) Reduced customer service inquiries – Increased anxiety levels of shoppers in the post-purchase phase, lead to higher “Where Is My Order” (WISMO) calls and shipping-related support ticket volume. On the other hand, by keeping customers informed about their orders regularly, you can witness a reduction in support inquiries tickets, and ultimately the costs associated with it. 

3) Increased repeat purchase rates – Positive delivery experiences are a sure-shot way of ensuring your customers are satisfied and will keep shopping with you. Rather than leaving it idle, you can leverage this opportunity to send out targeted cross-sell campaigns and double your chances of driving repeat purchases. 

How To Optimize Post-Purchase Customer Experiences With Yotpo And Lateshipment.com

Now that you know the benefits of post-purchase CX, here are 3 ways to optimize them and use them to improve loyalty with the Yotpo – LateShipment.com integration. 

1) Proactively communicate order delivery status to improve customer convenience

Over 40% of the support inquiries received are order delivery and returns status related. This shows that customers are highly anxious as they are awaiting their orders, so it’s non-optional to keep your customers in the loop of their orders via proactive communication. This allows you to mitigate your customers’ anticipation and ensures that they have a great post-purchase experience. 

Yotpo helps eCommerce businesses trigger shipping updates via SMS notifications. With order-tracking information from LateShipment.com, you can set up a total of 13 custom events like Shipped, In-transit with delays, Failed deliveries, Delivered, Return initiated, etc. The best part about these bumps is the fact that the triggers are completely customizable and can be modified end-to-end. Live tracking links can also be sent with these shipping updates to endlessly engage customers.