Automate proactive order notifications
Author:
Fluent Commerce
Changed on:
22 Oct 2025
Problem
Without automated order status notifications, customers remain uninformed about their order progress, leading to anxiety and proactive support inquiries.
Manual communication processes are inconsistent, resource-intensive, and don't scale, resulting in poor customer experiences and missed opportunities to set expectations. The lack of proactive updates increases WISMO contacts, damages customer confidence, and creates unnecessary operational overhead.
Example
A consumer electronics retailer sent only two emails per order: order confirmation and a generic shipment notification. Customers received no updates about picking progress, delays, or delivery exceptions until they proactively reached out. When a weather event delayed hundreds of shipments, the service team spent days reactively responding to individual inquiries instead of proactively notifying affected customers. The lack of automated status communications created anxiety for customers and positioned the brand as non-transparent compared to competitors who provided detailed tracking updates.
