Did you know that almost 65% of an eCommerce company’s revenue comes from existing customers? So, when it comes to post-purchase customer experience one of the primary metrics is customer retention rate.
The more effective your post-purchase communication, brand experience, and returns are, the greater the chance the customer will return for a repeat purchase. A good post-purchase and shipping software has an excellent track record in shipment tracking, returns management, and customer notifications.
These are all important touchpoints that map a customer’s journey with a brand. This is why post-purchase and delivery management software has gained such popularity. In this article, we look at WeSupplyLabs and ClickPost, two such excellent software, and compare their core features.
2) About WeSupplyLabs
WeSupplyLabs is post-purchase automation software specially built to assist in customer support. Its purpose is to create a self-service customer experience that does not rely on lengthy customer support procedures. It aims to provide a good customer experience and proactively resolve post-purchase issues.
WeSupplyLabs offers a host of features, from order tracking to EDD predictions, and delivery notifications to self-service returns. Its strength lies in omnichannel package tracking and customer notifications. It keeps customers informed of shipment status and delays by integrating with marketing platforms like Klaviyo to streamline order notifications.
Here are some of the well-known features of WeSupplyLabs:
Creates custom notification journeys with event-specific triggers like delivery alerts, transactional SMS, and returns notifications.
Unified tracking experience with branded tracking pages that supports design customization, marketing assets, and custom HTML.
Set custom returns management authorization rules, promote exchanges with store credits, and self-service returns portal.
Gather customer feedback, generate QR-based return labels, and offer partial refunds.
Promote omnichannel returns with curbside and in-store pickup, integrating with ERPs, POS, and other software.
3) About ClickPost
ClickPost is a multi-carrier shipping platform that optimizes delivery, returns, and customers’ post-purchase experience. Its purpose is to streamline shipping and returns, with automation, AI algorithms, and seamless API infrastructure. ClickPost strives to eliminate delivery exceptions, foster personalized customer communications, and returns.
ClickPost creates an impeccable shipping workflow with data-driven carrier selection, and zipcode serviceability to reduce fulfillment exceptions. Its integrated tracking system with API polling and webhooks provides real-time order status at each milestone.
ClickPost promotes a culture of excellent customer service with a self-served returns portal, automated carrier allocation, and resolves pickup exceptions. To assist brands with COD reconciliation services and Shopify returns management.
Here are some of ClickPost’s best-known features:
Lowers shipment delays with automated courier allocation, multi-carrier order creation, generates airwaybills, order manifests, and shipping labels instantaneously.
Sends intelligent, milestone-specific customer notifications, integrated tracking from a single portal, and branded tracking pages.
Promotes OTP-based order cancellation to deter fraudulent delivery attempts and resolves failed deliveries with real-time customer response.
Automates returns processing with smart return rules and courier pickups, and real-time order tracking to reduce stuck shipments.
Manage cash remittances and COD order visibility at airwaybill level and reference logs of COD orders.
4) A Salient Comparison Between WeSupplyLabs and ClickPost
Both WeSupplyLabs and ClickPost implements strategic post-purchase communications and returns management. They have many features in common such as EDD estimates, branded tracking, customer notifications, etc. Here we compare WeSupplyLabs vs. ClickPost to determine which software provides the best service.
4.1) Branded Tracking Page
WeSupplyLabs: Branded Tracking Page
WeSupplyLabs provides a branded tracking page that displays the estimated delivery date and tracking updates for each order signified by the respective delivery milestone crossed.
It also displays the order number as well as pictures of the items being shipped and monitored.
ClickPost: Branded Tracking Page
The branded tracking page offered by ClickPost also displays order details, EDD, and milestone-based tracking updates.
PLUS, ClickPost also provides room for brand promotion as well as 3 unique features which are:
Delivery Delay Notifications - These are automated notifications sent to customers in real-time when a delay in delivery has been notified.
Intelligent Product Recommendation - Brand promotions and product recommendations listed on the tracking page are selected with the help of an intelligent customer-focused algorithm.
Standard Milestone Statuses - Delivery milestones crossed by orders are standardized so that customers know exactly what each milestone means.
4.2) Cross-Selling During Tracking
WeSupplyLabs: Cross-Selling During Tracking
WeSupplyLabs offers a tracking page for viewing delivery tracking updates.
The branded tracking page allows room for promoting rewards, referrals, and showcases for other products.
ClickPost: Cross-Selling During Tracking
ClickPost’s branded tracking page focuses on personalizations and customizations so they can be tailored to suit your brand.
This branded tracking page enables promos, discounts, and other offers to be displayed vividly.
Plus, ClickPost also uses smart product recommendations to showcase items that are in line with the customer’s preferences and most recent searches. This drives cross-sales percentages up.
4.3) Tracking Updates To Customers
WeSupplyLabs: Tracking Updates To Customers
WeSupplyLabs enables you to automate the process of sending tracking updates to customers via Email and SMS. It offers options for upto 40 different types of notifications to be sent.
These tracking updates can be customized in accordance with templates made available. All order information, including the order number, items in the order, and EDD are provided in these updates.
ClickPost: Tracking Updates To Customers
ClickPost also provides automated tracking updates to customers that can be personalized and customized. These tracking updates also contain similarly relevant order information.
Plus ClickPost provides tracking updates with much greater accuracy and in real-time, thanks to the help of dual API integrations. The technology used by ClickPost for tracking is far superior to WeSupplyLabs, making it the go-to option when scaling up your business.
Furthermore, ClickPost also ensures all tracking updates are standardized to avoid confusion and offers multilingual messaging options to enable global outreach.
4.4) Returns Management
WeSupplyLabs: Returns Management
WeSupplyLabs offers a returns center that allows you to customize your return policy and also make flexible return rules.
This returns portal lists products that can be returned, allowing instructions to be presented for returns and also allowing you to track items being returned.
ClickPost: Returns Management
ClickPost offers a return portal that can integrate with an existing returns page or act as a new one. All return requests can be accepted and managed from here.
Enterprises can designate return rules but also maintain control to change those rules or customize them on a case-by-case basis.
Plus ClickPost works with a multitude of carriers that provide efficient reverse logistics and tracking services. Carriers can then be automatically allocated for returning orders.
Furthermore, ClickPost’s returns portal also works effectively to manage exchanges, pickups, and return exceptions.
4.5) Shipping Delay Management
WeSupplyLabs: Shipping Delay Management
WeSupplyLabs sends tracking updates to customers via email and SMS notifying them of any delays in the delivery of their order.
ClickPost: Shipping Delay Management
ClickPost ensures tracking notifications are automatically sent to customers as soon as a delay or a stuck shipment is updated by the carrier. This is also how customers are informed of the new delivery date, thereby easing their anxiety.
Plus, ClickPost also collects data on carrier performance and weeds out delivery delays by addressing the root cause. Further, whenever a delay is discovered, carriers are automatically sent notifications to ensure they take action to resolve the issue. This also reduces additional delays.
4.6) Integrated Tracking Dashboard
WeSupplyLabs: Integrated Tracking Dashboard
WeSupplyLabs offers a uniform dashboard for viewing and tracking all orders. Orders can be tracked based on their delivery status, order number, and carrier.
ClickPost: Integrated Tracking Dashboard
ClickPost provides a single unified dashboard where all of your orders across all integrated carriers can be viewed at once. This dashboard displays the delivery status along with order details.
Additionally, ClickPost’s dashboard also allows you to search for orders quickly with the help of clearly defined search parameters and filters.
Winner: ClickPost and WeSupplyLabs
4.7) Failed Deliveries Management
WeSupplyLabs: Failed Deliveries Management
In case of failed deliveries, WeSupplyLabs enables customers to reschedule those deliveries or opt for curbside/store pickups.
ClickPost: Failed Deliveries Management
ClickPost also ensures customers are notified in case of failed deliveries and goes a step further to enable them to be part of the delivery process.
ClickPost’s failed delivery management protocol first identifies the cause of the failed delivery as soon as it is notified to the carrier. Cause-specific queries are then sent to customers and the answers are then pushed to carriers.
This process ensures that delivery agents can successfully hand over the item on the second attempt. This reduces the overall volume of failed deliveries and allows you to address each cause for a failed delivery appropriately.
4.8) Shipping Rates
WeSupplyLabs: Shipping Rates
Discounted Shipping rates are not provided by WeSupplyLabs.
ClickPost: Shipping Rates
ClickPost also does not provide shipping rates. Enterprises are empowered to negotiate shipping rates with carriers and then configure the same through ClickPost’s system.
Winner: ClickPost and WeSupplyLabs
WeSupplyLabs provides a comprehensive dashboard to enable logistic analytics to be measured. It reviews several parameters in specified time frames, like customer satisfaction (CSAT), shipment statistics, and cancellations.
ClickPost also has a separate exhaustive dashboard for analytics. This dashboard acts as a self-service hub enabling enterprises to select the metrics they wish to measure, from carrier performance and stuck shipments to CSAT, failed delivery management, and other post-purchase KPIs. Accordingly, customized reports are sent to enterprises so they may gain actionable insights to improve end-to-end operations.
Winner: ClickPost and WeSupplyLabs
4.10) Delivery Date Prediction
WeSupplyLabs: Delivery Date Prediction
WeSupplyLabs offers a delivery date calculator that uses historical delivery data, and flexible rules like transit times and delivery area to determine an estimated delivery date.
This delivery date can be displayed on the pages of your choosing. WeSupplyLabs also offers an option for estimating backorder processes for the order, like an estimated in-transit date.
ClickPost: Delivery Date Prediction
ClickPost uses AI, machine learning, and API integrations to predict delivery dates with accuracy. In addition to carrier performance and order details, a greater range of information is processed to arrive at the estimation.
Estimated Delivery Dates are calculated as soon as customers enter their pin code and are displayed on the product page before checkout, and again on both the tracking page and tracking notifications.
Winner: ClickPost and WeSupplyLabs
4.11) Multi-Carrier Integration
WeSupplyLabs: Multi-Carrier Integration
WeSupplyLabs works with other dedicated third-party logistics platforms to provide integration services. These third-party integration platforms enable virtual storefronts, carriers and other software to be integrated with enterprises.
ClickPost: Multi-Carrier Integration
ClickPost provides direct integrations with 150+ different partnered carriers and also offers integrations with new carriers as well. These integrations also extend to virtual storefronts, WMS, ERP, and other potential partnered platforms for enterprises.
Plus, ClickPost provides the fastest carrier integrations available on the market. ClickPost integrates large enterprises with carriers within 24 hours, and can also do the same with newer and more niche carriers with the help of a dedicated tech team.
This article demonstrates the extent of WeSupplyLabs and ClickPost’s capacity and their attainments in many critical aspects of shipping, returns and tracking. Both the software have outstanding services. And comparing their features give us a better idea of what to implement for an optimal post-purchase customer experience.
We hope this article will give you the details to make an informed decision about the software that best fit your business needs and goals.
6.1) How does ClickPost help reduce logistics costs?
ClickPost presents a detailed overview of shipping rates for multiple carriers, this in turn gives brand the leverage to negotiate with the courier companies for better rates, with increase in shipping volume. Moreover, ClickPost promotes automated workflows, settles cash remittances, hastens fulfillment times and manages returns to reduce logistics costs.
6.2) What is the omnichannel returns of WeSupplyLabs?
WeSupplyLabs promotes BOPIS (buy-online and pick-up in-store) or curbside pickup. Customers drops their parcels at pre-determined locations for convenient and contactless pickups.