Overview:

Every user on placing an order, eagerly awaits delivery. The anxiety level varies depending on shipment urgency, value and expected time (local, domestic or international). In addition, if there's any additional delay due to unforeseen reasons such as weather, traffic or non availability of order receiver, can further increase anticipation levels. Tracking order and sharing live update is one of the critical services that any seller can provide to buyer. Automated order delivery status update has multiple benefits -

• Builds trust and brand loyalty
• Ensures Accountability
• Avoids unnecessary followups from buyer to seller support team
• Offers detailed log of shipment for easy followup, if needed

Customers expecting their ordered items to be delivered, require constant update about the shipping status. Through Webengage’s journey designer, you can control the flow of interaction with the customer over-time until delivery, through various channels like web message, email, SMS etc.
 

Industry:

E-Commerce/Retail
 

Use Case:

Shipping status update until delivery
 

Event:

Checkout_completed

webengage.Track (‘Checkout_completed’, {

/*string*/
“Email” : dummy@dummy.com,
“Name” : Dummy,
“Contact” : 123456,
“Product_category” :
“Sub_category” :
“Gender” :
“Delivery_location” :
“User_location” :
“Current_product_location” :
“Delivery_status” :

/*Number*/
“Age_of_user” :
“Number_of_orders_by_user” :
“Average_order_size” :
“Average_order_amount” :
“Last_order_amount” :
“Number_of_transactions” :
“Product_Price” :
“Discount%_on_MRP” : 
“Price_after_discount” : 
“Last_Search_time” :
“Last_order_time” :
“Delivery_time” :

/*Date*/
“Last_Search_date” :
“Order_date” :
“Last_order_date” :
“Delivery_date” :

/*Boolean*/
“User_logged_in” :
“International_shipment” :
“Delivery_possible” :
“Price_filter”:
“Item_under_discount” :
“Coupon_code_applied” :

})

Step by step explanation:

1. The Journey is triggered for the user when product checkout is completed.
2. Workflow waits for an order approval event, on which workflow triggers order acceptance message - ‘Your order has been accepted’.
3. On success, workflow waits for order acceptance from seller and triggers web message - ‘Seller Confirmed the item’.
4. On success, workflow waits for shipping order confirmation status. On success, triggers an email and SMS with personalised message fetching data via event attribute layer.
5. On success, workflow waits for order delivery and triggers an email and sms. Personalised message fetched via event attribute layer for both email and SMS. Both email and SMS contains feedback link as well asking for rating the service.

Need help with activating this journey? Drop a mail at support@webengage.com with your query.