As a known fact, nearly 60-80% of the Indian buyers still place cash-on-delivery (COD) orders as a preferred mode of payment. And, about 40% of them can result in RTOs. The best way to reduce the RTO percentage is by converting these COD orders into prepaid ones.
Here’s how!
A. Send Reinforcement Communication Using Social Proofing
Primarily three categories of shoppers shop on a website – low-risk shoppers, medium-risk shoppers, and high-risk shoppers.
Low-risk customers are the ones who show high intent to accept orders at the time of delivery, show good online behaviour and in case of repeat purchases, are likely to become brand loyalists. Meanwhile, high risk shoppers are the ones with a history of high order cancellations causing maximum RTOs.
GoKwik provides you with an effective feature –
The Intuitive Assurer. Powered by smart and intuitive algorithms, the feature
flags high-risk shoppers and their orders and helps you send a series of reinforcement messages at regular intervals to ensure successful deliveries.These messages could include,
- Sending item warranty details
- Tips to care for your product
- Order status (from order placement, to shipment, and out for delivery)
Our internal statistics show that such communication helps reduce the risk of RTO by as high as 10%.
B. Send Re-confirmation Messages To High-risk Customers
You can also use GoKwik’s
Order Reconfirmer feature to double confirm a COD order with a shopper via WhatsApp before shipping their products.
With this feature, GoKwik helps you send COD reconfirmation messages only to the identified high-risk users with a high propensity to return/cancel a COD orders on or before the delivery is attempted. Such messages give these shoppers an opportunity to rethink their order and swiftly cancel it directly on WhatsApp without any extra effort.
With this simple feature, you can reduce RTO by as high as 20%, and save reverse logistics, product damage, and other added costs.
C. Give An Option to Convert COD into Prepaid Orders
With advanced features like GoKwik’s Headless Checkout, you can also prompt high-risk users to convert their COD orders into prepaid ones via WhatsApp at various stages even after order placement.
Here’s an example for your reference.
Such messages not only help convert COD orders into prepaid ones and reduce the risk of RTOs which are common amidst high-risk shoppers but also ensure that customer experience remains intact.
Meanwhile, you can send an altogether different set of messages to low-risk and medium-risk shoppers to ensure an excellent customer experience throughout their buying journey.
27 Feb 2024
08 Min Read
