Automated shipping notifications: keep customers informed about delivery status in real-time — proactive and on-brand.
The most common support inquiry in e-commerce is: Where is my order? Customers today expect real-time transparency about delivery status — from order confirmation through shipping notification to delivery confirmation. Shops that do not provide this are flooded with support inquiries.
Many retailers send only a single tracking email after shipping. But between order and delivery lie 3-5 days during which the customer receives no information. The result: uncertainty, support tickets, and in the worst case cancellations because the customer thinks the order is lost.
Manual shipping communication is not feasible with more than 20 orders per day. Each shipping provider has its own tracking systems and status codes that must be translated into customer-friendly messages. Without automation, the customer is left in the dark.
The post-purchase phase determines whether a customer becomes a repeat buyer or not. According to a Narvar study, 83% of online shoppers contact customer service at least once about shipping questions — "Where is my package?" is the most common support inquiry in e-commerce. Each of these WISMO (Where Is My Order) inquiries costs customer service an average of $5 in processing time and burdens the team with repetitive, low-value tasks.
When customers are not proactively informed about shipping status, uncertainty arises that manifests in negative reviews and reduced repurchase intent. Proactive shipping communication, on the other hand, increases customer satisfaction by 25% and reduces WISMO inquiries by up to 80%.
Our shipping workflow automatically tracks all shipments via shipping provider APIs and sends proactive status updates to your customers. Every important status change triggers a personalized email or SMS: package shipped, package at distribution center, delivery tomorrow between 10 AM and 2 PM, package delivered.
For delays, the customer is proactively informed before they ask. At the same time, the support team is notified so they are prepared for inquiries. Failed delivery attempts automatically trigger a message with options for the customer.
All notifications use your branded templates and link to a branded tracking page in your shop — not the generic tracking page of the shipping provider. This turns every shipping communication into a marketing touchpoint.
The automated shipping notification workflow tracks shipments across all carriers (DHL, DPD, UPS, FedEx, USPS) through a unified API and sends proactive updates at every touchpoint: order confirmation, shipping confirmation with tracking link, in-transit updates, and delivery confirmation.
Intelligent escalation rules identify problematic shipments automatically: if a package sits in a depot for more than 48 hours without movement, the customer is proactively notified and customer service is alerted. Branded tracking landing pages replace generic carrier pages and simultaneously offer cross-selling opportunities. Delivery satisfaction surveys are automatically sent 24 hours after delivery, providing valuable feedback on shipping quality and creating opportunities for post-purchase engagement.
DHL, DPD, Hermes, UPS, FedEx, GLS, Deutsche Post, and all providers with a tracking API.
Yes, email and SMS can run in parallel. The most important statuses (shipping, delivery) can be sent via SMS, the rest via email.
Yes, the workflow generates a tracking page in your shop design that displays real-time status and includes cross-selling recommendations.
We analyze your process and show you the concrete savings potential — no strings attached.
Loading calendar…
Or reach out directly: [email protected]