Tracking emails | Predictive emails

Are you ready to reshape your customer experience to

• have less customer frustration because of delays,
• decrease returns because the customer didn't pick up their package?

Reduce unnecessary support today with our predictive emails!

What are Predictive emails?

Bigblue automatically identifies situations that could lead to a failed delivery or customer frustration. We therefore contact customers to give them a timely update.

Your delivery experience is the best customers can expect.

We have two types of predictive alerts: Carrier delay and Pickup point reminder. With them, we aim to reduce your support tickets by 10%.

⏰ Carrier delay ⏰

While we have a stellar 97% on-time shipping accuracy, delays happen.

When they do, buyers want to know immediately when something goes wrong. And, they will contact your support if they don’t receive updates.

Therefore

↗️ Increase buyer satisfaction

↘️ While decreasing support volumes

With this new delay email!

📍 Pickup point reminder 📍

Returns because the buyer did not go to pick their package up are costly and erode your margin. Activate the pickup point reminder to maximize successful deliveries.

↗️ Margin (less unsuccessful deliveries)

🪴 Ensuring fewer returns is also greener. You eliminate the shipping of the parcel back to the warehouse and the expedition of the replacement order.

How do I activate predictive alerts?

You can activate these new emails in your Tracking email settings.

Using HTML/MJML emails? You can find two new email types in the list.

How do I preview these emails?

You can go to your tracking email settings and select these new emails in the dropdown.

Using HTML/MJML emails? Similarly to other emails, you can click your selected template to preview it.

FAQ

Is the order delayed email also sent when there is a delay at the warehouse? Or if the order is delayed because of a backorder?

No. The Delay email is only sent when there is a delay in the delivery, by the carrier.

Additionally, we've excluded orders for which — when the carrier offers it — the customer has rescheduled the delivery on purpose to a later date.

Is this email also sent for B2B orders?

For now, the Delay email is only sent for orders with one package (and one fulfillment). While not strictly filtered, B2B orders — usually having more than one parcel, fulfillment — won't receive the delay email.

If you wish to set up a different experience for your B2B customers, you can also activate our multiple customer experiences feature.

My customer did not receive the Delay email, why?

Potential explanations can include

• Your customer did not provide any email or the email is invalid
• The email is deactivated from your settings
• The order has more than 1 fulfillment or more than 1 package
• The order is not shipped or the package is not in the hands of the carrier (Tracking status not IN TRANSIT )
• The tracking events indicate there was an action from the buyer, a failed attempt, or an out for delivery.

If you feel like we should include more use cases to reduce your support, please share feedback by contacting our support team.

Is it possible to customize the content of these emails?

No. But please contact us to share feedback on what you want to edit on these emails.

Is it redundant with the emails the carriers send (Mondial Relay, Colissimo Pickup, Correos Pickup)?

No. We've designed our email to be sent after a time when the carrier hasn't communicated.

Example: While Mondial Relay sends a reminder email at D+2. Our pickup reminder email is sent at D+6.

In addition, our emails have an open rate of more than 80% on average.

Can I warn buyers that fees will occur if they don’t pick the package up?

Not for now. But we'd like to hear from you if it's something you want to specify in this email. Contact our support team to share your need