Why Live Order Tracking Reduces “Where’s My Order?” Tickets

The “Where’s my order?” tickets are a hot mess for any business that delivers a product. But that doesn’t mean you don’t have to deal with the questions. “When is my order leaving? Has it arrived? Is it on the way? Where is my order?” Customers are dying to know where their order is and you having to tell the same story over and over again doesn’t help anyone

I’m here to tell you how customer support can save itself an infinite number of tickets and headaches by using a live order tracking tool.

The Issues With “Where’s My Order?” Tickets

Customers only reach out to customer support when they don’t know something. Even if everything is going smoothly, I guarantee a customer will panic if they don’t hear back from you.

Most delivery services or methods of delivery don't give out information about the order unless the customer asks for it. This makes it really easy for a customer to not know where everything is and to ask the same thing over and over again.

This places a massive headache on the people who work customer support. When you spend every day answering the same question, it doesn’t help anyone. The delivery method should be handled by them and the live tracking makes that possible.

This simple tool that shows the customer where their order is, is the ultimate customer support tool that saves tickets and reduces the stress placed on those who support the customers.

How Does Live Order Tracking Work?

Live tracking basically tells the customers where their order is. Depending on the service, the customer can check off when the order was confirmed, when it left, when the driver picked it up, when they assigned it, and when the driver is nearby.

A mobile application that handles the delivery of products connects the drivers, dispatchers, businesses, and customers.

GPS coordinates and delivery information can be used to update the customer on where the package or food they ordered is.

Instead of asking a customer support representative to find out where an order is, a customer can now open up a web application and see where their order is on a map.

The live delivery tracking app is great, but it is also helpful to show the customer that no one, besides them, is doing anything special to get the job done faster.

The Value of an Answered Question

I can’t say it enough but the biggest reason customers reach out to customer support is because they don’t know.

Imagine you order something that is supposed to arrive at your house in about 30-minutes. The time ticks down and 10-minutes pass with no word from the service and now the customer starts to get worried. Are you not even halfway there yet? Is something going wrong?

Customers will ask questions like this without fail. That’s why businesses need information like this readily available so they don’t spend time and energy answering the same question over and over.

If customers see that their order has been dispatched, and the driver is on the way, there is nothing else they need to do. Except maybe wait a little longer.

I’m not saying that people won’t contact customer support after the order has been delivered, but this gives them the information that they need without a live customer support representative.

More Accurate Delivery Information

I believe I’ve seen every problem that comes with delivery information. A customer will ask you if the order has been delivered, or if it has left yet. How long until it gets here? Is the driver picking it up yet? Are you behind schedule? What time will my delivery be here? Has it been out yet? Where is it? All of these questions can be answered by a delivery tracking tool.

I’ve seen countless agents have to stop what they are doing to call or visit the dispatch website and tell the customer what the status of their delivery is.

The delivery management software will update the status automatically and notify the customer so they don’t have to bother customer support.

It also makes the life of customer support easier since they can dedicate more time to problems that actually need to be solved instead of answering questions they could answer in one line.

Better Estimated Time of Arrival

A “Your order is out for delivery” is not good enough for the customers who want to know exactly when it will get there. Most of the time, the time it takes for a delivery to arrive in transit is based on estimates and not an exact science.

Modern delivery applications know how long a delivery takes and can update the customer with more concrete information instead of just notifying when the delivery left.

Proactive Notifications Can Reduce Tickets

The biggest way to avoid any “Where’s my order?” tickets is to send a notification to the customer letting them know what happened.

An order being picked up by the driver, arriving, or leaving the business can update the customer and keep them informed.

This stops customers from asking questions and lets them know what is happening in real-time.

I know someone who orders food every day and gets a ton of notifications the second the order is done, picked up, out for delivery, and when it’s going to arrive. It’s a really convenient tool and the best part is it’s free.

If businesses had this feature, they could avoid responding to “Where’s my order?” support tickets and could spend more time helping customers who actually need help.

Live Tracking Will Help During Deliveries and Issues Too

During an order, things can obviously go wrong and the live tracking feature is great to keep everyone informed.

Whether the traffic is backed up on the highway, the delivery address is wrong, the driver doesn’t have the right vehicle, it’s snowing outside, or the delivery has failed, the central delivery management software will keep operations in the loop.

Operations managers will then be able to let the customer know what happened faster, and the customer support team will have access to the information without contacting these drivers all the time.

How Does This Affect Me?

Less “Where’s my order?” tickets isn’t the only benefit of a live tracking order tool. There are plenty of benefits to using this tool, which is why some businesses are turning to it as a way to save money during a busy season, or if orders start to come in faster than expected. Adding another customer support representative to the payroll just to deal with the same question day after day could cost a lot more money than an automated tool that does most of the work for you.

As a customer, I don’t expect the product I ordered to be perfect, but I do expect to know exactly where it is and when it will get to me. A reliable delivery tracking tool answers these questions and a delivery management tool answers the questions from the business’ side.

So, if you want to reduce your “Where’s my order?” tickets, keep your customers happy, reduce your costs for supporting customers, and be more organized within the office, I suggest looking into a live delivery tracking tool.