Use post-checkout updates to improve your e-commerce upselling and cross-selling

Upselling and cross-selling are powerful strategies that increase the average order value and customer lifetime value for your e-commerce business. However, they are not easy to implement, especially in the highly competitive and fast-paced online retail industry. You need to find the right timing, the right products, and the right channels to reach your customers and persuade them to buy more from you.

One of the most overlooked opportunities for upselling and cross-selling is the post-checkout phase when your customers are eagerly waiting for their orders to arrive. This is when they are most engaged with your brand and most receptive to your upselling or cross-selling messages. 

Here’s how you can leverage it for effective upselling and cross-selling.

Create a branded self-service tracking page

On average, customers attempt to track their orders 4.6 times the moment they checkout. With a branded self-service tracking page embedded into your store, you effortlessly convert these tracking attempts into site visits. That’s an additional 4.6 touchpoints after they have already purchased from you. 

To maximize the revenue potential of these visits, you can customize your tracking page to include new promotions, offer post-checkout discounts, or even recommend add-ons that complement their purchases. These tactics can be used on their own, or combined to optimize your upselling and cross-selling efforts. 

To get the most out of your branded tracking page, you can also adjust the look and feel of the page with your logo, colors, and fonts, and display dynamic content based on your customers' preferences and purchasing behavior.

Send personalized updates via email or SMS

Delivery update notifications are highly effective engagement tools. They are powered by tracking data and can be sent automatically based on different delivery events, such as items shipped, out for delivery, or items delivered. You can also choose from different templates, languages, and channels to suit your customers' needs and preferences. 

Tracking updates boast up to 80% open rates–far better performance than any other marketing tool you may have at your disposal. They are used to inform customers about the status of their orders, but you can also include useful tips and guides that improve the customer’s delivery experience. 

Once you have their attention, similar to your branded tracking pages, you can also include powerful content that compels repurchase, such as additional discounts, promotions, or product images for relevant items that go well with their previous purchase. 

Key benefits of a powerful marketing tool

With a branded tracking page and an automated delivery notification system, you turn regular parcel tracking into a powerful marketing tool that helps you upsell and cross-sell more effectively. 

Here are some tips you can use to make the most out of this tool:

• Increase your email open rates by up to 80%, as your customers are more likely to open emails related to their delivery process than generic promotional emails.

• Insert personalized recommendations based on what your customers bought, browsing history, location, or other criteria. This way, you can show them products or services that are relevant to their needs and interests, and increase the chances of conversion.

• Integrate your parcel tracking with your CRM system to get a complete view of your customers' buying journey, which includes purchase history, preferences, and behavior. 

• Segment your customers based on different criteria, such as loyalty level, order value, product category, etc., and tailor your upselling and cross-selling offers accordingly.

• Improve your customer satisfaction and retention by providing a seamless and consistent delivery experience across all touchpoints. 

• Keep your customers informed and engaged throughout the delivery journey to reduce their anxiety, frustration, and WISMO queries. 

• Increase customer trust in your ability to deliver what they need, build brand loyalty, and encourage them to buy from you again.

A branded premium tracking page and personalized delivery notifications are just two tools in Perform.AI’s Data and Delivery Experience Platform. To find out more about how you can optimize your post-checkout phase and turn it into a profitable opportunity for upselling and cross-selling, book a demo session with our e-commerce experts to get a personalized walkthrough of our platform.