Live tracking and support
Exceptions Happen. How You Respond Makes All the Difference
Shipsi elevates your brand by elevating your customer’s tracking and support experience.
Shipsi elevates your brand by elevating your customer’s tracking and support experience.
The research literature underscores how important this really is. A customer whose problem is well handled can end up more satisfied than one who never had a problem at all. According to Harvard Business Review and since confirmed across two dozen studies¹, this is known as the service recovery paradox. The effect is not automatic: it is earned by the recovery. When a brand is silent in the face of a delivery problem, customers can become extremely irate.
Your customer watches the delivery move in real time on a page carrying your brand: one unbroken journey that is as close to real-time as a customer will get anywhere, not a series of meaningless “scans” that update twice a day.
Because Shipsi coordinates the entire delivery end-to-end, the agent can see where the parcel actually is and do something about it on the call: redirect, reship, or refund as appropriate.
Shipsi knows what normal looks like on each leg of a logistics journey; a parcel that has deviated from expectations is immediately flagged as an exception and addressed, often before your customer even notices. This is the essence of Statistical Process Control, applied to an industry that is overdue in implementing it.
When something slips, the customer hears it from the brand they bought from, with a path to resolution, not from a carrier’s automated status change, without one.
Tracking software reads carrier scans and puts them on a branded page. It does not operate the delivery, so it cannot act on what it sees. A scan is an isolated data point, while a delivery exception is a system-level event. Shipsi runs the delivery it reports on, which is why it can intervene rather than merely narrate. This is why our agents can help drive better customer outcomes, instead of simply reading back the scan a customer already saw. Whose name leads when that happens is your choice: our goal is for your brand to take the credit, and for Shipsi to take the heat when necessary.
