When you are trying to become an eCommerce giant like MyDeal, customer satisfaction is the name of the game. For them, empowering their sellers to provide an amazing customer experience is critical to their success.
With AfterShip Tracking, MyDeal has been able to improve the customer experience even more. Since switching, they have seen improvements in the efficiency of their customer success team, evidenced by a drastic 25% drop in WISMO tickets.
A marketplace that puts customer experience front and center
MyDeal brings Australian shoppers the biggest brands, and the best deals, discounts, and sales, on an extensive range of home and lifestyle goods. This platform is home to 1,900+ sellers, showcasing over six million individual product SKUs. It's also an online marketplace for 1 million active customers, so the team at MyDeal knows how critical it is to offer high-quality shopping experiences. This business ethos netted them a GTV of nearly A$272 million in FY2022.
Delivering a consistent tracking experience for 1,900+ sellers
With over 1,900 sellers on the platform, MyDeal has to ensure that each seller can effectively manage their shipping and delivery needs."We have integrations with 93 carriers available to our sellers," said Kieran Boyce, General Manager of Operations at MyDeal. "But this means that our 1,900+ sellers have to manage their shipping information separately, with each carrier, with no real visibility into the entire process."
And with so many carriers available to sellers, it opens the door for data-driven decisions to improve operations. With AfterShip Tracking, MyDeal has access to powerful insights such as transit times and on-time delivery rates that help inform their carrier selection.
Single branded tracking page for all customers and purchases
With AfterShip Tracking, customers no longer have to search for separate tracking pages for each seller. MyDeal created a single branded tracking page where customers could find the delivery information for all their purchases in one place.
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Reduced WISMO tickets with proactive shipment tracking
By sending customers automated and timely updates about their order progress, they have been able to eliminate customer confusion, alleviate post-purchase anxiety, and reduce service agent workload.
"The 25% reduction in WISMO tickets has allowed us to focus on providing a more comprehensive post-purchase experience," Boyce said. "We are constantly looking for ways to improve our customer service, and AfterShip Tracking has been instrumental in that effort."
Better fulfillment decisions based on performance data
AfterShip Tracking consolidates the performance data of all MyDeal’s carriers into a single dashboard. Not only can MyDeal rank its best and worst-performing carriers (then pass that advice on to its retailers), it conveniently monitors exceptions, delivery success, transit time, and other notoriously elusive metrics.
Armed with this information, MyDeal can flag retailers with frequent delivery issues, investigate the root cause, and resolve it. This led to a 25% reduction in average transit time for orders placed on the marketplace.
MyDeal's successful integration with AfterShip Tracking is a testament to the power of an exceptional post-purchase experience.
By streamlining its shipping process and providing customers with automated notifications, MyDeal has been able to create a better overall experience, evidenced by the 25% reduction in both WISMO tickets and average transit time.
It's a win-win situation for everyone.