previous icon Back to blog
Jan 25, 2023
4 minutes read

How to Use WhatsApp for Tracking and Order Updates

Even the most easy-going among us can get a bit nervous if we don't know what's going on with our order. We've all been there, combing through our emails from the past month searching for payment confirmation, or fretting about whether our product has accidentally been shipped three-quarters of the way around the world to an unknown location, never to be seen again.

As a business owner, the responsibility for your customers' peace of mind lies squarely with you. By using WhatsApp to provide tracking and order updates, your customer knows the exact status of the delivery from the moment an order is placed to the time that it arrives. You can send them a WhatsApp message to confirm when a payment has been made, and give them regular delivery updates throughout the entire shipping process.

whatsapp service tracking updates

All Order and Tracking Updates in One Familiar Place

Product tracking updates can very often get lost in the sea of general inbox noise that has become part of our daily lives. If the email that you send to update your customer on the status of their order is fortunate enough to avoid being dumped directly into the spam folder, it's a fact of life that many people will either ignore emails sent from companies or simply press delete without opening them.

By contrast, WhatsApp messages have an absolutely astounding open rate of over 98%, and 70% of people will check a new message within five minutes of receiving one. At this stage of proceedings, using WhatsApp for your company's tracking and order updates is more common sense than anything else. Your customers will no longer spend time fretting about whether their payment has been processed, nor will they feel the need to constantly refresh their email inbox or trawl through the spam folder in search of an update.

24/7 Without Overwhelming Your Customer Service Team

WhatsApp’s exceptionally high engagement rates mean that sending your clients updates about shipping, tracking, and order updates brings with it a considerable amount of traffic. In order to deal with this, automating these conversations with a chatbot can help you in more ways than one.

Firstly, regardless of when customers want to know about the status of their order, they can get in contact with you via WhatsApp. This removes the issue of call centers being closed after a certain time or being too busy to take someone's call.

Secondly, when a customer sends an update request, they do so in the knowledge that they’re always guaranteed a response thanks to your chatbot. Not only do eCommerce chatbots take a considerable amount of stress off of your customer service department, they also allow consumers to feel more connected and reassured that everything is fine with their product.

Hi John! Your golden Garden Gnome is on its way and has been shipped. You can expect your delivery on Monday 21st of November. Find shipment tracking and the latest updates here.

Last but not least, when it comes to tracking and order updates, customer service teams can very often get bogged down answering the same questions again and again. Not only is this mind-numbingly boring and repetitive, it also eats into time that could be better spent carrying out more productive tasks. Employing a chatbot to automate responses to the most frequently asked questions can be highly beneficial in terms of time management, while also helping your team to avoid that feeling of being in the eCommerce equivalent of Groundhog Day. A WISMO chatbot (where is my order) can be a great start.

Get Started With WhatsApp Tracking and Order Updates

Here at CM.com, we can help you get started using WhatsApp as a communication channel for your eCommerce business. You'll be able to make your customers' lives that little bit easier by condensing all the information about the status of their product into short, clear messages and sending it to a familiar place where they're far more likely to see it. People will feel a sense of reassurance and transparency when dealing with your company, as they'll see that you're making a conscious effort to let them know what's happening with their order every step of the way.

Start sending tracking and order updates via WhatsApp

Was this article interesting?
Share it!
CM.com
connects tens of thousands of companies with millions of consumers via their mobile phone each day. Behind the scenes, from our innovative platform, CM.com makes sure companies can use these millions of messages, phone calls and payments to become part of people’s lives.

Latest Articles

drive-engagement-and-convert-your-conversations-with-whatsapp-carousel
Feb 06, 2024 • WhatsApp

Drive Engagement and Convert Your Conversations With WhatsApp Carousel

Are you already talking to your customers on WhatsApp? You really should! WhatsApp Business Platform, the business communication platform of one of the most popular messaging channels in the world today, has a wide selection of powerful engagement tools to enhance customer communication and boost sales. And they've added another innovative feature under their belt: WhatsApp Carousel.

WhatsApp Pay
Feb 05, 2024 • WhatsApp

Flexible, Functional, and Rich Interactions with WhatsApp Flows

WhatsApp Business Platform is adding another new and exciting feature to its repertoire: WhatsApp Flows. But what is it and what can you do with it? Let's take a look!

blog-conversational-marketing-ramadan
Feb 01, 2024 • WhatsApp

Grow your business with Marketing Messages during Ramadan and Eid season

Retailers prepare for Ramadan Season like no other, for it carries particular importance in the Middle East region. Beyond its religious significance, it serves as a prime shopping season of triggered volume sales offering a favorable moment for retailers to reach customers and establish their presence. Retailers engage in fierce competition to gain visibility, and thrive to exceed customer expectations to distinguish themselves and drive conversions. The substantial increase in online engagement throughout this season provides brands with an opportunity to establish connections with their customers.

WhatsApp vs SMS: A Comparison For Businesses
Jan 11, 2024 • SMS

WhatsApp vs SMS: A Comparison For Businesses

WhatsApp and SMS are both immensely popular messaging channels. Both have their own unique traits, use cases, and added business value. We probably all acknowledge this, but what are the differences between these two exactly? What are the similarities? And more importantly, which one will add the most value to your business? In this blog we'll dive into the world of WhatsApp vs SMS.

blog-image-building-chatbot-experience
Jan 04, 2024 • Chatbots

How to build a great chatbot experience

Having a chatbot on your website or social channels is a good start. After all, it shows that you care about delivering a great experience to your customers, and you want them to be able to contact you in a way that’s convenient for them. However, if that chatbot doesn’t provide a great customer experience, it can instantly undo much of that goodwill. A chatbot is only as good as the answers it offers. Here are four key chatbot components you need to consider.

blog-image-chatbots-increase-sales-reduce-costs
Jan 04, 2024 • Chatbots

How AI chatbots can increase sales and reduce costs

With increased consumer and business choice comes increased pressure on sales teams. Now more than ever, it’s vital to ensure leads are qualified and every sales team member is maximising their chances of converting. Equally, cross-selling to existing customers and growing revenue per user is crucial to building incremental revenue. So how can you generate a large volume of leads, qualify them and ensure your team is only going after those leads most likely to convert?

whatsapp-api
Jan 03, 2024 • WhatsApp

WhatsApp Business Platform: WhatsApp On-Premise API vs WhatsApp Cloud API

WhatsApp has released its new Cloud API. What are the key differences between the WhatsApp On-Premise API and the WhatsApp Cloud API? Let's have a look!

chatbot examples
Jan 02, 2024 • Chatbots

Six Chatbot Examples For Great Customer Experiences

People use chatbots for various reasons, with “productivity” as the key motivational factor. But what kind of bot do you need? They come in many forms and sizes, and to be successful, you need to think about where to apply a bot, and which kind. What do you want to achieve with the bot? In this guide, we’ll walk you through some of the most successful chatbot examples of our global customers and show you how you can use them to improve customer experience.

digitalizacion-administracion-publica-y-educacion
Jan 02, 2024 • Conversational AI

How Generative AI Supercharges your Customer Service?

Meeting customer expectations remains customer service's biggest challenge. Speed, convenience, and qualitative assistance seem to be the most important aspects to achieve this. With the power of AI, customer questions can be identified, categorized, and resolved more quickly. Besides, your organization is continuously fed with data to improve the entire customer journey. Learn more about the Power of AI for Customer Service in this blog.

Is this region a better fit for you?
Go
close icon