Reduce RTO while improving your brand value by communicating better

Eshan Das
Eshan Das
Apr 17, 2020 · 3 min read

Communication must be the most complicated topic on the planet. I bet, you as a merchant, can relate to the time when the customer could not stop yelling on the phone because of the delayed delivery.

A good communication channel between you as a merchant and your customers can directly affect your bottom-lines. Keeping your customers in the loop with what events are happening with their orders is a very important aspect of building your business. It helps the customers build confidence in your offerings and manage nasty experiences like delays and delivery errors.

Based on our internal study, we’ve found that the probability of RTO is directly proportional to the amount of time it takes for the order to get delivered. However, the rate of RTO increases drastically if no communication about the statuses of the packages are sent to the customers. It is observed that often customers forget about their packages or find the lack of communication worrisome. Notifying the customers about each step of shipment is very important, especially if it is delayed or taking time.

Providing a personalized service has become the norm. The aforementioned points also help your customers in building trust. Usually SMBs have a longer delivery period. Regular communications with your customers after an order is placed provides them with a sense of safety while providing a premium user experience.

With a barrage of unsolicited emails and SMSs, your genuine notifications to your buyer might get ignored or blocked. WhatsApp, on the other hand is a very controlled channel and almost everyone uses it. Because not everyone can send a message via WhatsApp, and the company is very strict about unsolicited messages, there is a very high chance of your notifications being seen by your customer.

Logisy provides dozens of events to schedule notifications. You can configure the number of notifications to be sent along with when to send them. You can also choose the channels to be used i.e., via SMS, email and/or WhatsApp. Logisy tracks all the messages that were sent along with their “delivered” and “seen” statuses. Logisy also tracks in case of an URL, if present in the message, was opened or not.

Logisy’s Communication Tool in action: Sends notifications automatically based on multiple events and tracks if the customer has seen the messages or not.

We have seen a huge drop in RTOs for our customers who have made use of this powerful tool.

We’ve found communication with customers to be so important that we provide some form of communication in various tools provided by Logisy. Some examples are:

  • Shipment Events — Logisy sends notifications to the customers whenever a shipment event occurs like “out for delivery”, “in transit”, etc.
  • NDR (Non-Delivery Report) Generation — If Logisy encounters a delivery exception, it can be configured to automatically ask the customer about their side of the experience.
  • Convert CoD to Paid Orders — If enabled, Logisy sends offers (created by you) to your CoD customers, urging them to convert their orders to “paid” by paying online.
  • Order Confirmation — Logisy notifies customers whenever an order is placed.

With this, let me conclude this post here. I would suggest you have a look at this article. It briefly explains what other methods are utilized by Logisy to reduce RTO.

Please feel free to schedule a free consultation session with our e-commerce expert to discuss your RTO problem and to know how other merchants are solving it.


Using technology to minimise ecommerce stores’ losses