In Battle for Brand Loyalty, Merchants Search for Every Opportunity to Deliver Stellar Customer Experiences
Route, the leading post-purchase technology for modern ecommerce, announced today the launch of its “Route for Merchants” platform creating the world’s first fully integrated post-purchase network connecting the best direct-to-consumer brands with the more than two billion online shoppers around the world.
US ecommerce is on track to break the $1 trillion mark in 2022 according to research from Adobe, and consumer experience expectations are soaring as well. Consumers are demanding near-perfect customer experiences, and the battle for online brand loyalty has become crucial to every merchant.
Route for Merchants provides online merchants with a full suite of Amazon-level customer experience tools tailored to improve post-purchase practices, including multi-channel package tracking, premium buyer protection, instant order resolution, and seamless customer re-engagement features. The platform, free to all Route merchants, boosts online buying satisfaction and loyalty, decreases customer support costs, and increases bottom-line profits.
“The post-purchase experience has been overlooked since the birth of online retail. Today’s consumers expect seamless online buying experiences.” said Evan Walker, Founder and CEO of Route, and ecommerce entrepreneur for over two decades. “US ecommerce grew more than a staggering 40% in 2020, with 85% of shoppers preferring home delivery. It’s a colossal feat for merchants to consistently deliver positive experiences. Route helps provide transparency, communication, and reassurance— the cornerstones of successful consumer experiences— and consumers are proving faithful to the brands that can deliver reliable, hassle-free buying experiences.”
In just two years, Route has built one of the fastest-growing technology companies in the world— powering modern post-purchase experiences for over 10,000 merchants, including top brands like APL, Alo Yoga, Solo Stove, Cotopaxi, the Utah Jazz, Cuts Clothing, and Organifi. Every day, dozens of merchants and over 50,000 shoppers join the Route network.
“Route has the same mission that we have, which is to create the best customer experience possible and to connect brands and shops with the customer,” said Erin Foster, Co-founder of Favorite Daughter. Co-founder Sara Foster added, “We need repeat customers for Favorite Daughter, so we’re trying to align ourselves with all the little pieces that make that happen. Hence why we wanted to align with Route. It’s all about the customer experience and that is number one for us.”
With this launch, For Merchants expands Route’s product and technology footprint across more ecommerce platforms, more shipping carriers, and more technology partners than any other solution on the market. The expansion makes Route the dominant tracking software in the world, and combined with best-in-class buyer protection, order resolution, and seamless re-engagement tools, solidifies Route as the most powerful post-purchase solution today.
“Bottom line, we can’t see ourselves doing business without Route moving forward,” said Parker Bushnell, Director of Purchasing and Analytics at the Utah Jazz. “Making sure that the customer is happy is the best thing that you can provide.”