Find out why relevant communication matters after every ecommerce purchase, and learn how to say the right thing, at the right time, at every post-purchase touchpoint.

1. Confidential Narvar Inc. 2017
Why 1:1 Post-purchase
Communication Matters

2. Confidential Narvar Inc. 2017
Why does 1:1 post-purchase communication matter?
1) Instill Consumer Confidence:
Customers want to know they’re making a smart purchase decision.
2) Take Advantage of Anticipation:
Customers want to know where their orders are and when they’ll arrive.
3) Stay Ahead of Delivery Disturbances:
Customers want to know if there is a delay, a package is undeliverable,
or any other disruption occurs.
4) Calm The Anxiety Around Returns:
Customers want to know when you’ve received their
returned order—and when they’ll receive their refund.
By communicating effectively at every touchpoint, from purchase to returns,
you’ll inspire more trust and keep customers coming back.

3. Confidential Narvar Inc. 2017
1. Set the right expectations around deliveries and return/exchange policies up front.
● Nobody likes guessing games, especially
when they’re spending money.
● 69% of consumers abandon shopping
carts online.
● 60% are more likely to choose a retailer that
tells them the exact date a package will
arrive.
● 49% check a return policy before completing
an online purchase.

4. Confidential Narvar Inc. 2017
If shoppers feel they can
trust your brand,
they’re more likely
to choose you.
What retailers can do:
● Surface a clear EDD (estimated delivery date)
at checkout.
● Ensure your return policy is easy to find, read,
and understand on your site.

5. Confidential Narvar Inc. 2017
2. Send the right information at the right time, through the right channels.
● Consumers want to be kept in the loop!
● They visit tracking pages over 3 times per order.
● 73% say order tracking messages are very important.
● 98% say they feel better about a company if they’re
notified immediately when something goes wrong.
● 38% want to hear from retailers in multiple ways.

6. Confidential Narvar Inc. 2017
And keep in mind...
70% of consumers currently use or plan to use a voice-activated device for online shopping.

7. Confidential Narvar Inc. 2017
What retailers can do:
● Keep customers in a branded tracking
experience that offers up-to-date delivery
information.
● Let customers opt-in to receive updates through
a variety of channels.
● Connect order and carrier data sources and
send timely, accurate messages about delivery
disruptions.
● Keep an eye on how the rise of voice-activated
technology is impacting the way consumers
shop.

8. Confidential Narvar Inc. 2017
3. Returns are the new normal — craft a returns communication plan with that in mind.
● Ecommerce returns are still a huge pain point for both retailers and consumers.
● 40% of consumers are ‘bracketing’ purchases.
● 21% say it’s frustrating to check on the status of their return.
● 95% say a good returns process would make them a repeat customer.

9. Confidential Narvar Inc. 2017
What retailers can do:
● Implement a self-serve online
returns process so you and your
customer have visibility into a return.
● Let your customer know that you’re
aware a return has been initiated
and you’re anticipating its arrival.
● Communicate the expected refund
amount upfront.
● Once you’ve received a return,
let your customer know that you’ve
received it, along with when they
can expect to see a refund.

10. Confidential Narvar Inc. 2017
Create a customer-friendly post-purchase comms plan:
1. Conduct a customer journey audit of everything you’re
currently doing to communicate with your customers
across touchpoints.
2. Identify and prioritize the internal process gaps and start
working towards a cross-functional solution.
3. Gather feedback and quantify the impact of proactive
comms across your customer journey.
4. Evangelize the value of proactive communication in
partnership with your customer experience and
communication teams.

11. Confidential Narvar Inc. 2017