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Overview of Post Dispatch Software in eCommerce

According to a report, by 2026, the global field service management market is estimated to have a net worth of $24.29 billion. As part of this sector, the dispatch and schedule segment plays a major role, since businesses that manage this operation well are most likely to rank high in customer loyalty. Not only does efficient post-dispatch ensure a smooth delivery cycle for the business, but it also attracts some major points in delivering an excellent customer experience and creating a loyal customer base.

Customer service is what drives two-thirds of customer loyalty, however, what’s also true, is that 50% of the time a customer is most likely to switch retailers after a poor service experience. And they’re likely to share their negative experiences with their friends and family, which in turn could affect the company’s growth.

The best solution to ensuring a good customer experience is by getting dependable and accurate software that helps a business run efficiently and ensures that all parties, including the customer, are on the same page. If you’re ready to improve dispatching at your business, we’re here to help you.

But before we jump right into suggesting software for your business, let’s understand what exactly is post-dispatch customer experience software and why your business needs it. 

What is Post-Dispatch Customer Experience Software?

The post-dispatch operation is a critical one for any eCommerce business. Its efficacy is an important metric since it plays a key role in understanding how customers view the business, the quality of service provided, and the probability of them returning for another purchase.

Despite making customer service a priority, many organizations fail to make a presence because of their negligence in this area. And this is where logistics software companies find opportunities to create customized software solutions that help retailers improve their post-dispatch experience. 

Dispatching software is a cloud-based solution that has an easily operable interface to create and manage orders. With this solution, you can finally ditch the traditional error-prone methods of pen and paper to track order management in a more efficient and hassle-free manner.

This kind of software uses advanced technology to speedily integrate courier partners and storefronts, which facilitates an information-rich display of order and customer journey status. This enables a business to supervise its inventory closely and seamlessly track operations as and when required. 

Among others, this software provides features such as unified tracking, which is essentially the built-in capability for sending an automated order status update to the business owner and tracking updates to customers. It also helps businesses take account of any exceptions that might arise unexpectedly.

It also helps send out trigger-based texts and emails to the customer, both before and post-delivery, to collect valuable feedback. By providing completely automated information, this tool helps businesses in identifying the best available opportunities for growth.

The main aim of post-dispatch software is to enable technology to permit eCommerce businesses to have complete transparency and control of the supply chain so that moving forward, the company can take initiatives to improve and overcome challenges in the customer journey. In the long run, for all businesses using this software, the goal is to ensure a seamless shopping experience for the customer, along with delivering top quality experience consistently.

Moving on, let’s take a look at some of the best post-dispatch customer experience software for your business. 

Top 10 Best Post Dispatch Customer Experience Software for Your eCommerce Business [2022 Updated List]

1. ClickPost Post Dispatch Customer Experience Software

ClickPost is a specialized shipping and logistics platform with a global reach in over 250 plus countries. Currently integrated with 150+ courier companies and storefronts like Shopify, Magento, Woocommenrce, and more, ClickPost offers unmatched post-dispatch functionalities to help your organization take the lead when it comes to creating a satisfactory customer journey.

ClickPost provides eCommerce businesses with seamless solutions to manage and track orders, along with a feature-rich platform to integrate multiple shipping partners via a single source. It is best suitable for medium to large-sized businesses, and organizations with partnerships with multiple shipping or courier companies.

A few features offered by ClickPost are: 

• It presents an integration where customers can automatically place a return based on the rules of a business’s return policy. 

• Returns need not be arranged manually. ClickPost offers the facility of automated selection of location couriers for reverse pickup based on pre-configured rules. 

• Numerous pickup exceptions can happen while returning the package. For such cases, ClickPost provides a completely automated management that helps reduce operational costs and improves the return experience for customers. 

• Integrated monitoring and tracking for all return orders across different carrier providers. Allows you to decrease the volume of inventory that’s stuck and helps in returning the goods to the warehouse faster.

• An intuitive dashboard with a superior order management capability that allows online sellers to easily assign, dispatch, and track orders from a single location. 

• The NDR management platform provides businesses with punctual and precise notifications about failed deliveries. 

• In case of a failed delivery, ClickPost immediately reaches out to the consumer via multiple channels to seek responses for the issue.

• The FDI (Failed Delivery Intelligence) feature reduces last-mile delivery exceptions. These responses are then directly sent as feedback to the shipping partner, to avoid the same mistake again in the future. 

2. ServiceTitan Post Dispatch Software in eCommerce

ServiceTitan is a software specially developed for service-based companies that wish to have a cloud-based platform for field service management. Taking charge of key operations such as scheduling, invoicing, and sales, the software brings forth a strong sales component that allows on-field technicians to make presentations, almost like in real-time, to customers. This works well for dispatchers who have to deal with a lot of phone calls and have to provide detailed information to customers on the spot.  

The following are the features provided by ServiceTitan:

• Offers a dispatch board service that is color-coded and provides a complete overview of technicians and what projects have been assigned to each person. 

• Assists in scheduling jobs months in advance, to ensure that no technician gets overloaded or doesn’t get any gigs at all. 

• The software handles dispatching, making it flexible, easy to adapt, and avoid delays and cancellations. 

• While making a booking on call, the software provides drop-down boxes for all menus, to cut down on manual typing and reduce scheduling time. 

• Offers an additional feature of marketing, where a marketing campaign can easily be created and then can be easily monitored and adjusted accordingly 

• The software provides a breakdown of the revenue being generated by the advertisements so that you can analyse the return on investment and make changes accordingly. 

• It comes with reporting tools that provide a visual breakdown of what is happening on the technician’s side, along with an overview of your business, depending on the information you want. 

• Provides customizable reports that show you the metrics you want. This is essential because metrics differ from business to business as there is no one size fits all solution. 

The pricing of the software is not shown on the website and could be expensive. You will have to contact a salesperson before trying out a demo for ServiceTitan, because the company claims to customize the software to meet your needs. The software is not available for smaller businesses with less than two on-field technicians. 

3. FieldEdge Post Dispatch Experience Software

FieldEdge provides software for service providers who wish to have better coordination between their activities and team members. It is best suited for large organizations because it provides a wide range of customizations, and it might get a bit much for small businesses that don’t require such extensive facilities. The features provided by FieldEdge are designed in a way to ensure billing, invoicing, routing, scheduling and dispatching all happen on one platform. 

Following are the features offered by this solution:

• It provides a live integration with Quickbooks, which allows data to get updated as soon as it has been entered. The data is then saved in batches and further processed into groups.

• Using QuickBooks also makes billing much easier, because it comes with an in-built price book and inventory record. This way customers have access to the latest prices for a service 

• FieldEdge provides a comprehensive view for its customer base by arranging them based on filters such as recently visited, without a contract, etc 
• The app is available for both iOS and Android, and it conveniently gives a heads up to technicians about their upcoming work, existing work, and the total number of jobs done.
• The software helps employees keep up with phone calls and schedule them as required. 
• FieldEdge provides a calendar layout that enables you to see which technician is closest to the job. Additionally, it is color-coded to show who’s at the site, who’s on their way and other things.

Just like ServiceTitan, the pricing of FieldEdge is not readily available, which indicates that their services could be expensive. 

4. MetaPack Post Dispatch Customer Experience Software

Founded in 1999 and headquartered in London, MetaPack is the most used delivery software across Europe. The platform is integrated with over 400 logistics companies and over 4900 service providers. It has offices all over the US, UK, Germany, France, Poland, Hong Kong and the Netherlands, and it offers one of the most comprehensive post-dispatch experience functionalities in industry.

Listed below are the features provided by MetaPack:

• The branding of your business can be easily integrated with returns on your website and order feed, providing a seamless customer experience

• Carriers can be customized according to the region 

• Convenient ways to ship returns such as printer-free labels are provided. 

• Enables self-returns in over 200 countries in 30+ languages and automated return policy. 

• Customers can track their returns, which in turn, helps speed up refunds and allow you to capture insights into return trends. 

• Hassle-free self-service portal available where returns can be managed via SMS. 

• Has a large connection with high-speed service providers that offer various kinds of delivery services, such as next-day delivery, locker boxes, click and collect, and international delivery.

• Enables real-time tracking, which in turn, increases brand engagement and significantly reduces the number of WISMO calls . 

• Operates with more than 350k locations around the world to provide better access to businesses to dispatch orders. 

5. Narvar eCommerce Post Dispatch Experience Software

Founded in 2012 and based in California, Narvar is a dedicated post-purchase management software application. With connections all over North America, Europe and India, Narvar is currently providing service to over 800 companies located in 38 different countries, reaching over 150 million customers who use it in over 55 different languages each year. This platform is processing over 7 billion interactions for each of its clients. 

Following are the features provided by Narvar: 

• Enables customers to pick their mode of returning the product, providing home pick-ups at 2,00,000 locations; no boxes, no label, completely hassle-free. 

• Online branded returns portal that allows customers to return and exchange products in just a few clicks.

• Customers can now schedule a pick-up for their returns from their homes.

• Regular status updates of the refund via SMS, WhatsApp or Line, reduce customer anxiety and inquiries. 

• Returns flow, policies, and returns experience can be customized for various customer segments such as high values vs first times, product-specific, etc. 

• Provides an improved shipping experience by giving customers access to transparent delivery costs and delivery dates while placing the order.

• Presents custom tracking pages, notifications for order status, and other performance monitoring metrics for shipments, all of which enhance the overall customer experience. 

• Makes use of multiple platforms to reach the customers and notify them about their orders. 

6. AfterShip Post-Dispatch Customer Experience Platform

Founded in 2011 and based in Hong Kong, AfterShip is a logistic company that functions on the SaaS model. The company has over 877 carrier providers for worldwide shipping and tracking services. It processes over 6 billion packages each year and employs over 200 employees. 

AfterShip comes equipped with a ton of features particularly oriented towards enhancing the post-dispatch customer experience. Here’s a peek at some of them:

• Provides a branded returns page so that your customer receives an engaging and seamless customer experience. This also helps retain brand loyalty. 

• Inbuilt management return portal that will provide increased visibility of returns all in one place, enabling faster returns. 

• Notifications sent out to customers regarding return status, to increase customer loyalty and reduce inquiries. 

• Smart routing rules are in place so that when items are sent back they go to the right place for a minimal cost. 

• Manages post-purchase customer engagement via its flagship services, namely, AfterShip Multi-Carrier Tracker Returns Managements and API Integration. 

• Enables businesses to get complete visibility of their shipments

• Provides complete access to tracking data so that decisions regarding ROI can be taken by looking at the customer engagement  

• Lets you create a branded tracking page, that enables several cross-selling and upselling spaces. 

• Attached EDD feature which can accurately predict delivery dates and gain the trust of customers. This in turn reduces the number of WISMO calls. 

• Available as an app, which allows retailers to track and manage orders in real-time. 

7. HouseCall Pro Post Dispatch Customer Experience Tool

HouseCall Pro is a cloud-based dispatch application for managers wanting to monitor technicians and communicate efficiently with customers. It is available as a website as well as an app, and it comes laced with several automated features that allow customers to book the required services via the app and cut down on manual data entry for forms. 

Here’s a quick overview of the features provided by HouseCall Pro:

• Easy set up of new and recurring jobs, along with management of time, location and other job details 

• Customers are searchable via CRM records and techs can be easily assigned to the scheduled jobs 

• Notification and real-time updates are available to team members. 

• Invoicing is easy because the software allows the customer to pay directly without having to log in to any portal or website. 

• HouseCall Pro offers a free trial period of 14 days without having to enter any credit card details, so you can try it out and find out whether it is worth the price. 

Although the software is simple and easy to use, it comes with the drawback of being slightly expensive. Even for any technical support, you will have to pay extra and the same applies to any extra feature you want. 

8. mHelpDesk eCommerce-Post-Dispatch Customer Experience App

mHelpDesk is a solution that helps organize, schedule, and estimate everyday tasks for the smooth functioning of your business. Its easy-to-use interface is great for tech-phobic dispatchers and technicians. With the help of this software, you can have most of your customer contact, scheduling, communication, billing and almost every other operation automated. 

Following are the features provided by mHelpDesk:

• It helps you get a clear overview of your team’s schedule through a simple color-coded dispatch dashboard. This makes scheduling work for the future much easier. 

• It allows you to automatically schedule reminders for recurring jobs. This way you don’t need to keep track of the job manually. 

• Dispatching is made much easier by creating visual depictions of every function at your fingertips.

• Through dedicated views for all job openings, the team availability can be seen and managed appropriately so that there’s no confusion or accidental double booking. 

• All appointments can be synced with google calendar.

While most users find it useful, there are several businesses that have reported usage issues with the application. The workflow of the solution is slightly difficult for some users to get the hang of.

9. ServiceFusion Post Dispatch Customer Experience Solution

ServiceFusion is known for its simple and easy-to-use interface. With color-coded appointment schedulers and multiple drop-down lists, shifting traditionally manual operations (like dispatch) to digitization couldn’t have been easier. The software is synced with Quickbooks and this helps remove most of the manual work. It works best for field service programs or any other business that requires workers to be on the field. Most services like invoicing, billing and finding customers’ locations are all automated. 

Some features offered by ServiceFusion are: 

• A drop-down calendar, along with a color-coded scheduler to make scheduling simpler. 

• The dispatch screen is uncomplicated and all the details relating to dispatch such as date, location, job number, etc., can all be easily viewed. 

• All tasks such as managing customer calls, scheduling, and monitoring the fleet can be completed within a few clicks using this centralized system.

• All communication is done via email, right from job confirmation to eSigning documents, assigning projects and handling sales. 

One drawback is that ServiceFusion provides flat-rate pricing, where enterprise-level features are available at a cost that doesn’t grow with the business. 

10. Jobber eCommerce Order Dispatch Experience Software

Jobber is scheduling software that assists businesses in managing teams where the workers have to go to different sites to get the job done. It offers a great price range that is especially beneficial for small businesses. The software is easy to handle, manage invoices, and provide detailed information as and when required. 

Following are the features offered by Jobber:

• It allows you to create and assign jobs within a few clicks. 

• Provides great flexibility required to do the taxing form filling 

• Color-coded calendars with filters that provided a greater view of the work assigned to the team members. 

• Provides five different types of views for a better visual of crew availability, to avoid overbooking or underbooking. 

• Progress indicators are provided to see how much work is done by each of the team members. 

• Push notifications are enabled whenever there are any changes made in the schedule. 

The specialty of Jobber is its pricing structure and easy-to-use design. It can satisfy both the management and the labour with its detailed and feature-rich program. 

Top 5 Criteria to keep in mind while picking post-dispatch software for your eCommerce business

Now that we’ve established a strong background on what exactly post-dispatch software is and shortlisted the companies that can provide you with these services, the next step is to ensure you pick the right software for your business. 

To help you along, here’s a list of the key things to keep in mind before you finalize a provider. 

1. Automation 

Ensure that most of the processes, especially information on the customer dashboard, is automated, neatly laid out, and color-coded. Most dispatchers have already got their hands full, & having clear segregation of tasks along with proper customer information can save hours of time and much effort. What’s more, having most of the process automated will further help ease out the workload for all involved parties.  

2. Simple Interface 

You along with your dispatcher have got enough on your hands, and complicated software would just make things more chaotic. Opt for a simpler interface because this will allow both parties to get a better view of what’s actually going on, and organize things quickly.

3. GPS tracking enabled 

Although now GPS tracking is a standard requirement, it’s best to check the tracking capabilities of the software, because it can help assign priority-based tasks to technicians, based on route optimization. Ensure that the software has technician tracking enabled so that your dispatchers are aware of their whereabouts. This will help them manage and organize tasks and assignees better.

4. Reporting 

Selecting a dispatch software that provides data collection can help in decision-making within the business, especially if the software can visually represent the data in an understandable manner. Potential areas of insights are a comparison of the estimated delivery time with actual delivery time, technician performance over time, and other such fields. 

5. Communication 

Efficient communication can benefit the business in significant ways and save unnecessary costs. Thus, opt for software that provides in-app communication that helps technicians and service teams connect seamlessly. It should also enable sending notifications to both parties if there are changes in the schedule or when technicians review, complete, or skip the job. 

A few final words... 

An automated post-purchase operation holds the future of shipping and delivery management, for it is extremely critical for businesses of all sizes. Right from organizations that have sales over a hundred per day to those that have a sale of a thousand a month, this technology helps take customer experience to the next level, by making it easier for retailers to keep track of their orders and have much control over the supply chain. If you’re looking to amplify your business’ reach, this software is perfect for your needs. 

Now that you have clarity about what post-purchase dispatch customer software is about, it’s time to invest and give your customers the best. We hope our list of the top 10 post-dispatch software given above will give you some handy ideas to make your pick. With that, we wish you all the best for the future of your business!

FAQ's

1. Which is the best Post Dispatch Customer Experience Software?

Post-Dispatch Customer Experience Software aids in determining how customers perceive the company, the level of service offered, and the likelihood of a repeat purchase. 1) Clickpost, 2) Narvar, 3) Aftership, 4) ServiceTitan, and 5) FieldEdge are the top five software for eCommerce businesses. While ClickPost and Narvar deliver unrivaled post-purchase experiences, ServiceTitan provides consumers with real-time presentations from on-field personnel.

2. How to choose the best Post Dispatch Customer Experience Software?

When choosing post-dispatch software for your eCommerce firm, keep the following 5 criteria in mind. 1) Automation: An automated customer dashboard reduces workload. 2) GPS tracking—to deliver real-time tracking updates to all stakeholders. 3) Easy to Use Interface that allows all parties to collaborate efficiently. 4) Tools for analyzing progress indicators, with customizable reports and a visual breakdown of metrics.