Top 10 Post Dispatch Customer Experience Software in eCommerce

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. Businesses that manage this operation well are most likely to rank high in customer loyalty.

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 could affect the company’s growth.

The best solution to ensuring a good customer experience is by getting dependable post-dispatch software. This software helps businesses manage routes, create schedules, and handle deliveries. It 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.

First, let’s understand 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 KPI metric. It plays a key role in understanding how customers judge a business's service quality and the probability of returning for re-purchases.

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 with 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 orders more efficiently and hassle-freely.

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

Among others, dispatch tracking software provides features such as unified tracking. Such software is equipped to send automated order status updates to the business owner and track updates to customers. It also helps businesses take account of any exceptions that might arise unexpectedly.

Dispatch software is equally good for an up-scaling small business. It helps send out trigger-based texts and emails to the customer before and post-delivery to collect valuable feedback. By providing completely automated information, this tool assists retailers in identifying the best available opportunities for growth.

The main aim of post-dispatch software is to enable eCommerce businesses to have complete transparency and control of the supply chain. Moving forward, the company can take the initiative to improve and overcome challenges in the customer journey.

In the long run, the goal is to ensure a seamless shopping experience for the customer, along with delivering top-quality experience consistently. Let’s 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 [2024 Updated List]

1. ClickPost 

ClickPost is a specialized shipping and logistics platform with a global reach in over 250 countries. Currently, it is 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 in creating a satisfactory customer journey.

ClickPost provides seamless solutions to manage and track orders and 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.

Features:

• 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 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 NDR management tool for managing exceptions and notifying customers of delays.

• It helps reduce operational costs and improves customer return experience. 

• Integrated monitoring and tracking for all return orders across different carrier providers. This allows you to decrease the volume of stuck inventory and helps return the goods to the warehouse faster.

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

• The NDR management platform gives businesses punctual 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. 

2. ServiceTitan 

ServiceTitan is a software specially developed for service-based companies that wish to have a cloud-based platform for field service management. It takes 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 many phone calls and provide detailed information to customers on the spot.  

Features:

• Offers a color-coded dispatch board service 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 

• It provides a breakdown of the advertisement revenue generated so that you can analyze the return on investment and make changes accordingly. 

• It comes with reporting tools presenting a visual breakdown of technicians' tasks and 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. ServiceTitan claims to customize the software to meet your needs. The software is unavailable for smaller businesses with less than two on-field technicians. 

3. FieldEdge 

FieldEdge provides software for service providers who wish for better coordination between their activities and team members. It is best suited for large organizations because it provides various customizations.

It might get a bit much for small businesses that don’t require such extensive facilities. The features provided by FieldEdge are designed to ensure billing, invoicing, routing, scheduling, and dispatching all happen on one platform. 

Features:

• 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 of its customer base by arranging them based on filters such as recently visited, without a contract, etc. 
• The app is available for 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 lets you see which technician is closest to the job.
• 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 

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 in the US, UK, Germany, France, Poland, Hong Kong, and the Netherlands. It offers one of the most comprehensive post-dispatch experience functionalities in the industry.

Features:

• 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 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 delivery services, such as next-day delivery, locker boxes, click and collect, and international delivery.

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

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

5. Narvar

Founded in 2012 and based in California, Narvar is a dedicated post-purchase management software application. It is currently providing service to over 800 companies in 38 countries with connections throughout North America, Europe, and India.

It has reached over 150 million customers using it in over 55 languages yearly. This platform is processing over 7 billion interactions for each of its clients. 

Features:

• 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. 

• An online branded returns portal 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 refund status updates via SMS, WhatsApp, or Line reduce customer anxiety and inquiries. 

• Returns flow, policies, and returns experience can be customized for 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 to enhance the overall customer experience. However, some competitors of Narvar are better at providing accurate real-time tracking notifications. 

• Supports multiple platforms to reach customers and notify them about their orders. 

6. AfterShip 

Founded in 2011 and based in Hong Kong, AfterShip is a logistics 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 many features particularly oriented towards enhancing the post-dispatch customer experience.  

Features:

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

• The inbuilt management return portal will provide increased visibility of returns all in one place, enabling faster returns. But some AfterShip competitors like ClickPost are better at providing real-time tracking updates.

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

• 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, 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. 

• Its attached EDD feature can accurately predict delivery dates and gain customers' trust. 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 

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 and an app. It has several automated features that allow customers to book the required services via the app and cut down on manual data entry for forms. 

Features:

• 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 logging in to any portal or website. 

• HouseCall Pro offers a free trial period of 14 days without entering 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; the same applies to any extra feature you want. 

8. mHelpDesk 

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. 

Features:

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

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

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

• Dedicated views for all job openings allow team availability to be seen and managed appropriately, so there’s no confusion or accidental double booking. 

• All appointments can be synced with google calendar.

While most users find it useful, several businesses 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 

ServiceFusion is known for its simple and easy-to-use interface. With its appointment schedulers and multiple drop-down lists, companies can easily shift from traditionally manual operations to digitization. 

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. 

Features:

• 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, 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 

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, manages invoices, and provides detailed information as and when required. 

Features:

• 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 provide a greater view of the work assigned to the team members. 

• Provides five different 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 team member. 

• 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 labor 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 customer dashboard information, are automated, neatly laid out, and color-coded. Most dispatchers have already got their hands full.

Therefore, having clear segregation of tasks and proper customer information can save hours of time and much effort. What’s more, having most of the process automated will further help ease the workload for all involved parties.  

2. Simple Interface 

You and your dispatcher have 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 happening and organize things quickly.

3. GPS tracking enabled 

Although GPS tracking is a standard requirement, it’s best to check the software's tracking capabilities because it can help assign priority-based tasks to technicians based on route optimization.

Ensure that the software enables technician tracking so your dispatchers know 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 understandably. Potential areas of insight are comparing the estimated delivery time with actual delivery time, technician performance over time, and other fields. 

5. Communication 

Efficient communication can benefit the business in significant ways and save unnecessary costs. Thus, opt for in-app communication software 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, which is critical for businesses of all sizes. This technology helps take customer experience to the next level regardless of sales volume.

It enables retailers to keep track of their orders and exert control over the supply chain. A post-dispatch software is perfect for your needs if you’re looking to amplify your business’ reach. 

Now that you have clarity about post-purchase dispatch customer software, it’s time to invest and give your customers the best. We hope our list of the top 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. What to Look for in the best Post Dispatch Customer Experience Software?

When choosing post-dispatch software for your eCommerce firm, keep the following five 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 metrics breakdown.