When buying something from the internet I appreciate being informed of things during the process. When ordering something that requires the dispatching of a physical item, then you need to ensure that the customer can safely determine what the state of their order is at any point.
There are two normal mechanisms to support this. The first is an order status page. This page contains information about the state of the order. For example, when a company accepts the order it is flagged as ‘Accepted’. Once someone is taking the item and putting it into a box it should be placed in the ‘Processing’ state. When it has been given to the delivery company a state of ‘In transit’ would be appropriate. When the delivery reaches the destination and has been signed for, then a state of ‘delivered’ would be appropriate. This covers the company, who can be happy that the order has been satisfied, and the customer who can see what state their order is in.
Some companies would combine the Processing and Dispatch state, some companies don’t have confirmed delivery. These things need to be factored into the equation.
For companies that don’t maintain separate account pages, you have the status email. This is sent out once the item has been dispatched from the company. This allows the customer to feel some connection to the order that they have made without needing to confirm the location of their item with a customer service representative.
A few simple steps and you can help your customers feel happier with your service, and as a result more confident in their feeling that you are not some fly-by-night operation.
As the tag says, communication is the key to a successful relationship, be it business or personal.
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