Oftentimes it happens that customers' packages are delayed above normal while in transit, making the customer experience with your brand a total disaster!
We all know that a lot can happen with an order while it's in transit for multiple reasons (weather conditions, failed delivery attempts, lost packages, customs, holidays, shipping delays due to high volume of orders etc.) and all those delivery exceptions may result in delayed/undelivered packages and what's most important, frustrated customers.
In such cases, to avoid the WISMO type of questions and maintain or increase your customers' loyalty to your brand, your customer service team can send fully customizable messages to the customer right from your WeSupply account.
You can improve the overall customer post-purchase experience and simply compose a custom message to keep your customers posted with the status of their packages.
Instead of letting your customers contact you every time they're experiencing shipment delays or delivery exceptions, your customer service team can go ahead and ease the entire process by notifying them at the right time!
We'll show you how easy this can be done!
To send custom email notifications, first please log into your WeSupply account.
Go to the Design tab -> Notifications:
Now scroll down to the Customers section -> Customer Custom Notification and make sure that this email notification is checked off. If not, check off this email notification:
Then scroll down and click the Save button:
To customize the Customer Custom Notification -> click on Edit Template:
On the left-hand side, you'll find the Colors & Fonts tab, from where you can change the colors and fonts of your email notification. Make sure to click the Save button once you're done.
If you're comfortable with HTML and CSS, on the left-hand side, you will be able to find also the email HTML&CSS code editor, where you can change the existing template and add your own extra sections if needed.
Click over the Template Variables tab so that the HTML&CSS Code Editor to be opened.
From the Template Variables tab, you can select any of the listed variables by clicking on those to be copied. Then paste the variables into the Code Editor section.
Make sure to click the Save button when you're done.
When you're done with customizing your Customer Custom Notification, below you can see how you can use this functionality to keep your customers updated with the status of their shipments.
Go to the Orders Search:
To send a custom email notification to a specific customer, first check off the box next to his order number:
You also have the possibility to select multiple customers by checking off the box on the upper-left corner:
Once you have selected the right customers you would like to keep updated with a custom email, on the upper-right corner click on Contact Customers:
Here you will be able to see your customers' email addresses (which will be automatically completed), you can customize the Subject of the email and the Message as well.
When you're done, click on the Send Email button to send the custom email: