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A short post today, in which I’m SUPER excited that a website got it right for me with a shipping email!
I haven’t shopped at Hot Topic in a long time, but I found out that they have Trixie Mattel t-shirts, so it was all over.
Here’s the important parts of the shipping email:
Simple and effective!
- I really like the consistency of the banner at the top of the emails, showing order progress.
- Right at the top, front and center, is a red icon alerting me to the link to my shipping information! The link takes you to the USPS website.
- The disclaimer about “we’re sending you the number now, but USPS might not have it yet so don’t panic for at least 48 hours” is right under the link, where it should be.
Hot Topic isn’t using a third-party software to present shipping information, but I don’t think what they are doing now is lacking in any way. The services offered by Narvar are fancy and lovely, but the cost is significant to the retailer, when this simple link to the shipping company is completely fine.
Congratulations to Hot Topic for creating a shipping email that isn’t confusing or vague, that gives me all of the information I need, at the top of the email. While I do understand that some e-commerce companies will make the large investment for fancy options for mobile alerts, etc, not all organizations are going to be able to incur that expense. Those e-commerce companies should definitely look to Hot Topic as a template for their own shipping information emails.
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The confirmation email is a continuation of the look of the website, and certainly isn’t shy about LARGE images of the frames you just ordered. I also like the “your order should arrive within 5 business days,” which is a good way to give a timeline but still be vague enough with “should.”
Some issues arise with the shipping email. The screenshot is from the version I saw when I clicked “view as web page,” and I’m not sure why the address information and the tracking number don’t come over. It looks like I’m being sent to the online template for this email. The information was in the actual email, but I don’t recommend offering it as a web page and then having that version be different.
This experience is the same as the shipping email. I use the web page version to take screenshots, and the personalized information does NOT fill in on the web version. The frames I ordered are included in the actual email.
Two days after the “how are those frames treating you” email, I received this one prompting me to share images of myself in the frames on social media, using the hashtag #WarbyHomeTryOn. I am super confused as to why this information wasn’t included in the email from two days prior, asking about how the frames were treating me. (There IS a whole thing about sharing and the hashtag in the package the test frames come in, which will be shown in the next post.) Why would WP not push the social stuff right away? Maybe not a big to-do in every email, but it certainly seems that all correspondence should include the hashtag somewhere.
I did narrow it down to two frames and then posted this image on Instagram. I received lots of opinions here and on Facebook, and the Clark frames on the right are the winners! The social aspect of the home try-on is definitely a win.
