Shipment courier

Consumers’ desire to follow the Sparks partnership

Stating that post-purchase engagement via text messaging is crucial for customer retention, AfterShip and Attentive announced a technology partnership that will help online merchants provide their customers with personalized, automated shipment tracking and notifications. .

The technology partnership integrates AfterShip’s post-purchase and tracking platform for e-commerce businesses with Attentive’s conversational commerce platform, according to a Monday, August 29 press release.

“Our partnership with Attentive gives e-commerce businesses a powerful tool in their arsenal and offers online retailers a joint solution to boost their SMS efforts around shipping and delivery, creating an even stronger post-purchase strategy. that drives customer loyalty,” AfterShip Co-founder and chief marketing officer Andrew Chan said in the statement.

With the integration of these tools, AfterShip’s comprehensive shipment tracking application programming interfaces (APIs) send customer name, order ID, and order tracking links to the text messaging platform of Attention. There, “order in transit” and “order delivered” notifications can be customized and initiated, according to the press release.

“[Ninety-seven percent] of customers want to receive shipping updates via SMS,” Greg Bauman, Attentive Director of Ecosystem Partnerships, said in the release. “This integration allows our joint merchants to receive more details and personalized updates, creating a better customer experience and stronger loyalty.”

Too many companies focus on customer acquisition and advertising rather than what happens after the purchase, Chan told PYMNTS in an interview in March.

Read more: Proactive management of e-commerce delivery delays improves customer experience

“It’s time for a change because the cost of acquisition is so high,” Chan said at the time. “So it’s a big shift in trend for top marketers to focus on retention, loyal customers, brand recognition – all of those things.”

A post-purchase and tracking platform that offers tracking of shipments, notifications, returns and brand exchanges, and helps businesses monitor shipments and delivery times, helps businesses provide the services in line that customers have come to expect, Chan said.


About: Results from PYMNTS’ new study, “The Super App Shift: How Consumers Want To Save, Shop And Spend In The Connected Economy,” a collaboration with PayPal, analyzed responses from 9,904 consumers in Australia, Germany, UK and USA. and showed strong demand for one super multi-functional app rather than using dozens of individual apps.

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