Overview
Currently, 40% of all customer enquiries at BIOV8 are related to order tracking and delivery status. This high volume of queries strains customer support resources and impacts user satisfaction. To address this, we propose implementing enhanced order tracking features and proactive notifications to reduce these enquiries and improve the overall user experience.
Objectives
- Decrease the volume of "Where are my products?" enquiries by at least 50%
- Improve customer satisfaction by providing real-time tracking and proactive updates
- Reduce operational costs associated with customer support
- Enhance transparency and trust in the order fulfilment process
Requirements
- Order Tracking Enhancements:
- Integration with shippit for real-time order tracking.
- Dispatch emails and SMS
- Estimated delivery dates and shipment progress updates.
- Proactive Notifications:
- SMS alerts for order confirmation, dispatch, and expected delivery
- Notifications for delivery delays and status changes
- Intercom Support:
- Intercom chatbot to answer order-related questions.
- FAQs and support articles related to order tracking.
- User Experience Enhancements:
- Improved UI/UX for order tracking visibility
- Easy access to order details and support options
Roadmap
(subject to refinement post-R&D and current priorities)
| R&D Phase |
Monday 7th – June 1st |
| Implementation |
June 1st – July 16th |
| Go Live |
1st of August |
| Project Owner |
@Anonymous |
| Project Team |
@Anonymous @Rony Fayyad @Anonymous @Anonymous @Anonymous |
Milestones
→ Mid June: Integration which will be using | Duoplane vs. Shopify (@Rony Fayyad)
→ All deliveries being sent by BIOV8 are sent through Shippit and members receive tracking emails