Best 10 Post Purchase Experience Software in 2024

Post-purchase experience is the poster child of customer retention. This is because even if you create the best product, customers won’t engage with your brand in the absence of a worthy post-purchase satisfaction.

You may notice that even before a consumer clicks on the checkout button, they anticipate certain things like a precise delivery date. After they place an order, their expectations are more detailed. They may look for ways to change payment methods at a snap. Or, look out for order notifications every 2 hours.

All of these are tell-tale signs of their expectations for intuitive and personalized experiences. Keeping this in mind, the easiest way to channelise this is through post-purchase experience software. Without further ado, let’s take a look at how these software amp up post-purchase customer service.

What is a Post-Purchase Experience Software?

The easiest way to understand a software specializing in post-purchase experience is to think of it as a platform that has multiple tools to keep customers engaged with your brand even after the product gets delivered. 

These software have multiple agendas. One of which is to facilitate fast, transparent, and timely communication with your customers. Think of an AI led chatbot that automatically answers customer queries. Or, a WhatsApp Business shipping API for automated delivery notifications.

Next comes live order tracking. Market studies conclude that 90% of customers expect to be notified of their shipment’s status, sometimes daily. This anticipation for proactive communication is currently ingrained in us. So, offering real-time order tracking via a beautiful branded tracking page might just be the thing that can fix your customer’s loyalty.

The third most important role this software enacts is managing product returns smoothly. Nothing evokes a customer’s wrath as a bad return experience. This is why post-purchase experience software deploys technology that automates the refund, exchange, and return processes. 

Last but not least, these software are a pro in marketing and customer engagement. They play a decisive role in increasing a customer’s net promoter score with tools such as personalization, uniform branding, gamified rewards, etc. They are responsive to customer feedback and reviews.

Top 10 Post Purchase Experience Software for eCommerce [2024 Updated List]

All in all, a post purchase experience software is a great ally to your business. According to a HubSpot study, 31% of company leaders consider establishing a strong rapport with customers as the ultimate goal of enhancing customer experience. 

Our list below highlighting the top post-purchase experience software accentuate customer experience for long-term retention.

1. ClickPost

ClickPost is a post-purchase experience software that delivers on point 85% of customers expectations for proactive and personalized communication. It’s an all-in-one logistics management solution that is pre-integrated with 500+ carriers, 30+ eCommerce sales channels, and 45+ communication gateways.

Its tracking dexterity and notification management is one of the best in the industry. It’s known for real-time order tracking that’s proven to lower WISMO calls by 56% while detailing shipment status on a proactive basis. 

ClickPost Shipping Software

However, the thing that sets ClickPost apart is its complete returns management solution that converts 33% of returns into exchanges. It uses AI for multiple purposes like intelligently allocating carriers for return pickups and running a self-service returns portal that configures to your returns policy and SKU exceptions. It generates return labels on auto-pilot. 

Below are some of its relevant features:

  • Real-time order tracking with complete shipment visibility. 
  • Branded tracking page with built-in product tiles for cross-selling. 
  • Customer notifications with language localization and uniform milestone alerts  via WhatsApp, Email, SMS, and IVRS.
  • Pickup exceptions resolutions through effective communications with customers.
  • Swift conversions from COD to prepaid orders and detailed customer feedback receipt.

2. ShippyPro

ShippyPro saves you 3 hours a day from manually generating return shipping labels. So, what can be accomplished in those three hours? Well, for one you can set up a comprehensive returns management workflow with ShippyPro. This post-purchase experience software links the pre-and-post purchase stages quite seamlessly. 

It has multiple modules that are meant to coordinate return shipping, tracking, and analytics for an impactful customer journey. ShippyPro comes integrated with 177 carriers and 80+ sales channels. 

ShippyPro api

ShippyPro has distinct shipping capabilities that lend themselves to reverse logistics optimization. This includes bulk labels printing, carrier rate comparison, and AI algorithm for selecting the right reverse logistics partner based on predefined and custom rules.

Here are some of its service highlights:

  • Get in-depth visibility of shipments enroute to your warehouse.
  • Update customers about return order status plus specific carriers, products, marketplaces in 5 languages.
  • Insert product banners, similar product suggestions, discounts, and customer feedback on branded tracking pages.
  • Customizable return portal according to business needs, send return instructions via emails, and ship boxes with return labels. 
  • Personalized, ready-to-send templates for email notifications, custom WhatsApp communications, and SMS alerts.

3. Parcel Perform

Experts believe that post-purchase satisfaction starts at the stage of checkout, even before an order is placed by a customer. This is why post-purchase experience is an inclusive concept that makes no time distinctions regarding customer expectations. This is also the reason why Parcel Perform creates holistic and multifaceted post-purchase journeys. 

Parcel Perform

At its core, this SaaS tool incorporates data-driven decision making into unimpaired post-purchase solutions. For example, monitoring business aspirations across all stages of customer journeys and getting real-time assessments of service levels and customer satisfaction rates. 

Its proactive control tower alerts you before any post-purchase issue escalates to customer disengagement. In this regard, its checkout solutions help boost cart conversions using EDD predictions. Its flexible EDD algorithm also makes real time changes to shifting delivery times thereby reducing order cancellation rates.  

Here are some of its features as a post-purchase experience software:

  • 100% shipment tracking across 1078+ carriers for efficient delivery management.
  • Branded play-and-plug tracking widget that can be implanted in your eCommerce website with 120+ options. 
  • 88+ delivery notification triggers for all-purpose delivery alerts.
  • End-to-end returns automation with 500+ carriers and 700k+ drop-off points.
  • Seamless exchange module using shop-credit as a refund option and return fraud detection system

4. WeSupply Labs

WeSupply Labs is a complete post-purchase optimization solution that helps you transform customers’ frowns into smiles. It leverages personalized communications for effective rapport building. For example, it offers ‘thank you’ emails to customers, a small gesture of their continued engagement and your appreciation. 

WeSupply Labs

Like other post-purchase enhancement software, this platform also improves return processes with automation, and encourages repeat transactions with multiple refund options. You can trust WeSupply Lab to incentivize exchanges over returns when you give partial payment options like gift cards and store credits.

WeSupply Labs understands that customer relationships can be fostered when the right technique is applied. This software encourages customer feedback and establishes a two-way communication between them and your brand. 

Let’s see what other features WeSupply Lab has to offer:

  • Granular visibility of shipments and freight across 1000+ carriers with real-time delivery updates.
  • Email and SMS notifications leveraging premier communication mediums like Klaviyo, Listrack, and Attentive.
  • Automated self-served returns portal with custom return rules for two categories: eCommerce and dropshippers. 
  • Hassle-free curbside and in-store pickups and drop-offs for omnichannel returns experience plus providing store directions. 
  • Completely customizable branded tracking pages configuring with brand identity and product categories.

5. Loop Returns

Loop Returns is perhaps one of the most popular post-purchase experience software that specializes in returns and exchange optimization. Loop is known to lower return costs. It offers savings on shipping costs and optimizes workflows like extending free returns to those in your loyalty program. 

In this regard, Loop also promotes sustainable returns using technology. For example, it offers quality checks on returned items and lets you directly route those that can’t be restocked to donation centers or resale partners. 

Loop Returns

Loop Return’s magic extends to instant exchanges that drive repeat purchases when customers are happy to get their exchanged product before their returns orders are shipped back. This method has proven effective in retaining customers for many brands.

Here are some of its major highlights:

  • Automatic processing of product warranties.
  • Smart carrier rate shopping and route planning.
  • Exchanges across entire product catalogs.
  • Bonus credit facility to returning customers. 
  • Proprietary point of sale software for in-store returns and exchanges. 

6. Narvar 

It’ll be quite unfair if we don’t include Narvar in this list of the best post-purchase experience software. After all, it’s another leading logistics solution that’s committed to improving customers’ overall shopping experience. 

Brands like SONOS, Sephora, and Dyson use this tool to improve their logistics operations. Under its product suite, you’ll find different solutions that are specially designed to optimize each touchpoint of the delivery journey.

Narvar 

Brands can use its Promise solution to showcase configurable EDDs on the checkout page. With the Notify option, you can update customers regarding their packages’ whereabouts throughout the delivery process. It also offers a branded tracking page where you can display personalized product recommendations for upselling. 

At the same time, it speeds up the entire customer return process for improved brand loyalty. 

Here are some key highlights of Narvar as a great post-purchase experience platform: 

  • AI-powered delivery estimates to boost conversion rates
  • 300+ carriers supported 
  • Multi-channel adoption for sending delivery updates to customers 
  • Lets you configure the tracking page with local languages 
  • Versatile return options like home pickup, store dropoff, and over 200+ other dropoff locations
  • Gift cards and offers to facilitate exchanges over returns

7. Tracktor 

If you’re a Shopify business owner and looking for a dedicated order-tracking solution, you may try Tracktor. As of now, it’s connected with 1700+ carriers and the number is growing day by day. This simply means that no matter which carriers you prefer and deal with, you can track orders across them without any hassles. 

Tracktor

Not only that, Tracktor also allows your customers to track orders on their own on a fully customized branded tracking page. At the same time, it sends them automated delivery notifications via email and SMS. 

With this tool, you can even configure the tracking page and customer notifications in multiple languages to grab shoppers’ attention and improve your brand awareness. 

Take a quick look at Tracktor’s key offerings: 

  • Integration with 1700+ carriers
  • Multi-channel communication strategy to deliver shipping updates
  • Automated order sync option
  • Automated notifications on delivery delay and exception events 
  • Comprehensive shipping analytics 

(P.S: So far, we’ve recommended tools related to order management and delivery optimization, now we’ll list solutions that will help you improve other areas of the post-purchase experience. Let’s start!)

8. Intercom

Once customers hit the BUY button and make the payment, they remain anxious until they receive the parcels in their hands. Multiple questions pop up in their heads and they reach out to the brand to get answers. 

To be honest, answering each customer’s ticket is definitely not easy. That’s why, you can use AI-powered customer support solutions like Intercom to reduce their anxiety at any point of time. Intercom’s Fin AI agent can understand complex customer queries and reply to them with actionable solutions. 

Intercom

The best part about this platform is that it organizes customer queries fetched from different platforms like SMS, messenger, and emails and helps you prioritize the urgent ones. This means you can reach your customers no matter where they are. It also offers numerous AI-first tools to improve the work efficiency of customer support agents. 

Have a sneak peek of the services offered by Intercom:

    • Provides omnichannel customer service
    • The Fin AI agent supports over 45+ languages worldwide. 
    • Helps you easily move from customer conversation to support ticket
    • Personal AI assistant for support agents
  • Provides in-depth insights into support operations 

9. CoSupport AI 

CoSupport is another leading customer service software that you can add to your tech stack to improve customers’ post-purchase experience. It has segregated its product suite into three main categories  — CoSupport Agent, CoSupport Customer, and CoSupport BI. 

CoSupport AI 

CoSupport Agent is specially designed to assist the customer support team in resolving tickets. They can connect it with their previous data resources to fetch human-like responses for customers. It gets easily integrated with CRM systems to help support teams provide high-quality assistance. 

On the other hand, CoSupport Customer works as an AI assistant to support shoppers 24/7. It can communicate with them via multiple channels — be it email, WhatsApp, or social media apps and resolve problems in real time. 

How CoSupport helps in improving customers’ post-purchase experience:

  • Advanced text markup tool to detect the crucial information embedded in customer requests 
  • Manages a high volume of customer queries
  • The AI Customer can acquire deep knowledge of your product.
  • Multi-channel customer support
  • The chatbot supports 30+ languages worldwide. 

10. SurveyMonkey

Customers are your superheroes. You need to make sure that they feel prioritized even after completing a purchase from your brand. And it can be better pulled off if you go for a customer feedback software, like SurveyMonkey. 

SurveyMonkey

SurveyMonkey helps you gather valuable customer feedback through different questionnaires, so you can measure the CSAT (Customer Satisfaction Score) and act on revamping your strategy in case any negative reviews arise. 

In addition, it will also help you bring Customer Effort Score (CES) and Net Promoter Score (NPS) and quickly convert them into actionable insights. 

Below we have given some key highlights of SurveyMonkey’s offerings: 

  • Collect customer feedback via multiple channels.
  • Different templates to fetch CSAT, CES, and NPS scores
  • Lets you customize the templates as per your business requirements
  • SurveyMonkey Genius, SurveyMonkey’s AI solution, will help you create a customer survey from scratch. 
  • Integrations with 100+ apps 

Conclusion

Your responsibility to provide a top-notch customer experience doesn’t end once you make your shoppers make the purchase. You need to make sure that it remains constant until they receive the packages in their hands and beyond. Because it is without a doubt that post-purchase has the most impact on customer retention. 

But, the way you do it and the tools you use will determine whether your brand leaves a lasting impression on your customers or not. The post-purchase experience software listed above can become the catalyst you need for repeat customer engagement. Not only for delivery management, but we have also recommended tools for other areas of your business, like post-purchase customer service and feedback gathering. 

Hope this listicle will help you in the growth of your brand. Good Luck!