Underlying its commitment to democratising e-commerce for sellers and enabling D2C brands to scale, Shiprocket, India’s leading tech-enabled logistics and fulfillment platform, has now launched Shiprocket Engage. Shiprocket Engage is a dedicated post-purchase order processing platform built to allow sellers to scale their e-commerce business through automated workflows and AI-based order analysis for risk scoring. Shiprocket Engage provides a robust customer experience that minimises the RTO (Return To Origin) rate efficiently and increases profitability for online sellers.
One of the most prominent challenges that all e-commerce brands/sellers face in India is high RTO rates. All sellers, big and small, face considerable losses due to COD orders that are shipped but not delivered. Most sellers follow manual processes to review and filter orders to prevent excessive RTO losses. RTOs happen for various reasons, including incorrect addresses, impulse shopping by customers, manual errors, duplicate orders, courier network challenges, customer refusals to accept shipments at the time of delivery, and more. Brands have been facing multiple hurdles due to the lack of a robust system to flag orders with higher RTO risk. As an automation suite powered by an AI system trained on over 1 billion data points, Shiprocket Engage automatically flags orders with high RTO risk and provides a seamless post-purchase experience for end customers by reducing RTOs significantly and improving their profit margins.
Shiprocket Engage powers the entire post-purchase journey over WhatsApp, enabling sellers to confirm orders, verify and correct addresses, increase prepaid orders, send tracking notifications, and manage NDR flows to collect delivery re-attempt preferences from customers automatically. This leads to sellers’ reduced inbound (tracking-related) and outbound calls (NDR – rescheduling deliveries). Engage automates most of the post-purchase workflows resulting in optimising the usage of human resources/manual processes.
Furthermore, Shiprocket Engage helps merchants process and ship their orders in an expedited manner, which also helps decrease the RTO rates. Without Engage, merchants need to spend an average of 24 hours to confirm orders, review, and correct addresses, etc. On the other hand, Engage does this in a non-intrusive manner, within a TAT of 3 hours to complete order confirmations, address review/corrections, and increase prepaid orders. Using a combination of WhatsApp, IVR, and manual calls, a merchant using Engage will get over 60%-70% of orders confirmed within 3 hours of receiving the order, enabling faster shipping & delivery, improving customer satisfaction, and minimising RTOs.
Speaking on the launch, Saahil Goel, Co-Founder, and CEO of Shiprocket said, “As a leader in the D2C logistics and fulfilment space, we understand the pain points of sellers. With the rapidly growing demand for e-commerce, sellers often struggle to reduce RTO’s as they manually carry out their process, which hampers their efficiency and affects their ability to connect with customers. We wanted to address this issue by launching Shiprocket Engage, operating on cutting-edge technology, which will ensure a seamless and enhanced post-purchase experience by automating the manual processes, resulting in error-free, efficient operations and enhanced customer engagement.”
Shiprocket Engage is priced at a simple Rs 4.99 for each order processed.