previous icon Back to blog
Jan 23, 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

WhatsApp vs Facebook Messenger
Feb 12, 2024 • Instant Messaging

WhatsApp vs Facebook Messenger: Which messaging channel is best for what?

WhatsApp and Facebook Messenger are both established messaging channels for customer engagement, but what are the differences? Lets look at what the advantages are of each channel and which situations call for which channel. Let's dive in.

blog-featured-sms-ecommerce
Feb 09, 2024 • SMS

SMS for e-commerce: Create a successful e-commerce strategy with SMS

Want to grow your business? Then customer contact is key. Now that everybody and everything is connected to each other via these powerful little computers in our hands, the way you communicate with customers is becoming increasingly important for your success. Read all about how you can use SMS to elevate your customer contact, drive sales and create a loyal customer base.

drive-engagement-and-convert-your-conversations-with-whatsapp-carousel
Feb 05, 2024 • WhatsApp

Drive engagement and convert your conversations with WhatsApp Carousel

Are you 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.

Ads That Click to WhatsApp
Feb 05, 2024 • Marketing

Ads that click to WhatsApp: What are they and what are the benefits?

Successful marketing means creating personal and conversational experiences for your customers. And what better place to meaningfully connect to your customers than on their favourite social media channels such as Facebook, Instagram and WhatsApp? With ads that click to WhatsApp, aka click-to-chat WhatsApp ads, you can offer your customers the direct and personal engagement that they crave.

WhatsApp vs SMS: A Comparison For Businesses
Jan 19, 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 can all acknowledge this, but what exactly are the differences between them? 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 and the benefits of both.

Telco infographic blog calling lady customer journey
Jan 15, 2024 • Mobile Service Cloud

Why offering customer support by phone is essential

Contrary to what you may believe about the preferences of the younger generations, recent data indicates that the telephone remains the favoured method of customer support for 69% of consumers across various age groups, including Gen Z and millennials. Additionally, there has been a consistent upward trend in Google searches for "phone number customer service" in the US over the past five years. This demonstrates a sustained and growing reliance on phone-based customer service solutions, highlighting its enduring significance in the contemporary consumer landscape.

customer service research about channels and phone
Jan 15, 2024 • Mobile Service Cloud

What are the most effective customer service channels?

Today's diverse array of communication channels encourages customers to naturally gravitate towards their preferred social platforms and anticipate brands to be readily accessible across these channels. Rarely will customers go out of their way to switch between channels just to reach you; instead, they are likely to opt for a brand that not only provides the desired product but also ensures excellent customer service (on the channel they like most). How easily can your customers reach you via their preferred channel?

whatsapp-business-girl-on-phone
Jan 12, 2024 • Mobile Service Cloud

WhatsApp Business: Making customer service enquiries simple

WhatsApp has experienced over 60% growth year-on-year as a customer service channel. It’s growing fast, but what are the benefits of using WhatsApp Business for customer service? How can customer service agents manage the increasing inbound enquiries via WhatsApp? In this blog, we'll discuss why WhatsApp Business benefits customer service and how to efficiently handle incoming messages with CM.com's Mobile Service Cloud.

SMS Gateway Comparison: The Search For The Perfect Operator
Nov 13, 2023 • SMS

Measuring the effectiveness of SMS for Black Friday

During the Black Friday rush, retailers significantly increase SMS traffic to share exclusive deals, limited-time offers, and early access with customers. In 2022, brands sent 68% more SMS messages on Black Friday. By harnessing the power of this popular communication channel, businesses can reach eager shoppers, boost engagement and drive conversions. Some SMS campaigns have delivered an incredible 2000% return on investment (ROI) during Black Friday. Yet, with increased traffic, retailers must effectively manage and measure SMS campaigns to truly capitalise on the Black Friday weekend.

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