ShopBase Reduces WISMO Tickets by 78% with TrackingMore
30%
Lower support costs
12%
Higher NPS
ShopBase's foray into the dropshipping niche with an end-to-end e-commerce platform in 2019 enabled many online entrepreneurs to launch their businesses quickly. Their three-way approach, which supported dropshipping, print-on-demand, and white-label business, attracted a high number of merchants.
With the launch and growth of PrintBase (print-on-demand) and PlusBase (fully managed) platforms and a fast-approaching 2022 peak shopping season, ShopBase noticed weaknesses that would affect the customer experience.
When OpenCommerce Group began operations in 2008, its goal was to be a launchpad to success for every e-commerce entrepreneur. Fast-forward to 2019, its e-commerce enablement wing, ShopBase, launched PrintBase and PlusBase to lower the barrier to entry into the e-commerce market for online entrepreneurs.
As expected, the launch of these two platforms saw ShopBase's customer base grow significantly. With more customers on board, ShopBase became aware of some pertinent issues that affected the quality of service it offered signed-up merchants.
In the preceding peak shopping seasons, an extended order processing and shipping time was the cause of a huge stream of WISMO tickets. Going into the 2022 peak season, an expanded customer base signaled more dire problems on this front.
ShopBase resolved it was necessary to overhaul things with an automated shipment tracking solution. Top of the company's objectives was to bring down the number of "Where Is My Order?" tickets, reduce the burden on the customer support team, and enhance the overall customer experience. ShopBase also wanted to track and optimize the delivery performance of its dropshipping and print-on-demand platforms.
"As a launchpad for online entrepreneurs, ShopBase aims to provide a seamless experience that enables as many merchants as possible to set up their stores and manage orders efficiently. The lack of automation in our shipment tracking was counterproductive as it led to many WISMO tickets, especially during the peak shopping season. After assessing our needs, we settled on looking for a tracking solution that would provide real-time order tracking across the globe and give us a bird's-eye view of our shipping performance. Additionally, it needed to be a quickly implementable solution that would let us meet the tight deadline of the 2022 peak shopping season." Hoang Le, Lead Product Manager at OCG.
ShopBase's team came up with criteria for the ideal tracking solution and required that it have the following features:
ShopBase wanted an order tracking solution that would give online retailers access to real-time shipment statuses so they may know their whereabouts and the latest information on them. Furthermore, ShopBase also wanted to sync real-time tracking updates to PayPal to help customers secure funds in their PayPal merchant accounts.
ShopBase was able to power dropshipping for merchants worldwide thanks to a global warehouse network. With most customer orders being delivered to the US, UK, and EU markets, having a shipment tracking solution that featured extensive carrier integrations in the US and Europe was key. ShopBase also supports sourcing from China, which necessitates access to cross-border shipping carriers in China.
Another must-have in tracking software for ShopBase was a shipment dashboard for downloading tracking information. The company also wanted it to be powered with analytics features to help them monitor their order processing times, shipments by country, and transit times by country and carrier. ShopBase viewed this as a transformational feature that would help the company make informed decisions to optimize its supply chain and logistics operations.
The 2022 peak season came around, and as expected, ShopBase customers took full advantage of it. Compared with other years, the difference was that with TrackingMore's shipment tracking solution, merchants were empowered with real-time shipment tracking statuses. With this, ShopBase recorded 78% fewer WISMO tickets than in previous peak shopping seasons.
As WISMO tickets went down, thanks to the availability of real-time shipment tracking updates, ShopBase no longer had to hire more support agents, as was the norm previously, whenever its user base grew. The workload for the existing customer support was reduced significantly, so ShopBase could offer more personalized support to customers while lowering its overall support costs by 30%.
An improved post-purchase experience saw more customers feel satisfied with ShopBase services. As a result, the net promoter score went up by 12%, exemplifying more trust and customer loyalty.
"Forecasts show that the dropshipping market will grow to a $186 billion industry by 2032 and print on demand to reach a value of more than $43 billion in the next six years. Our mission at ShopBase is to help more entrepreneurs partake in the growth of these industries. Post-purchase experience is a key facet of our strategy, and with what we've achieved with TrackingMore so far, we plan to collaborate every step of the way." Hoang Le, Lead Product Manager at OCG.
Discover how we can help you achieve more
Book a demoLooking to automate shipment updates or improve your delivery efficiency? With TrackingMore's powerful API, you'll have all the tools at your fingertips to transform your customer's post-purchase journey.
