Sendcloud and CM.com join forces to improve tracking experience for customers

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With the festive season coming up, tracking updates from online orders help to proactively communicate about delays and prevent a negative customer experience.

As retailers struggle to streamline the tracking process for customers, Sendcloud is now partnering with CM.com to allow merchants to send tracking updates via SMS.

Although email (68%) is still the preferred option for UK consumers to be kept updated on their online orders, SMS (57%) is increasingly gaining in popularity.

Timely updates can go a long way, as a small percentage (11%) of consumers would consider never returning to a store if they didn’t offer tracking options, while 16% said they wouldn’t order from shops again if they don’t receive enough order updates. 

Since consumers like to have the delivery status at their fingertips, automated SMS notifications help to keep customers in the loop at every stage of shipping. On top of this, automated tracking updates help to decrease the number of support tickets and increase delivery on the first attempt. 

Top-of-the-line tracking in just a few clicks

In a partnership with CM.com, Sendcloud has now launched Tracking for SMS. 

The feature allows retailers to automatically send notifications via SMS to inform customers about their delivery status. 

How does Tracking for SMS work?

  • For retailers: retailers integrated with Sendcloud can easily set up tracking notifications to improve the overall delivery experience. Once connected, merchants can activate tracking for SMS right away. Depending on the tracking status, merchants can manage themselves when notifications are sent via email or SMS. 
  • For shoppers: once activated, shoppers will automatically receive tracking notifications via email or SMS at every stage of shipping. Next to easy-to-understand notifications, customers can easily find more details on a branded tracking page. 

“As the festive season approaches, many retailers are currently preparing for the spike in orders towards the end of the year. Tracking updates are key in avoiding shipping chaos by keeping customers well informed of possible delays and thus increasing customer satisfaction,” said Rob van den Heuvel, CEO and Co-Founder of Sendcloud.

“By partnering with CM.com, we are now enabling merchants to start sending tracking updates via SMS in order to keep customers in the loop every step along the way.”

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