Every message you should never have to send by hand

Where is my order? Has it shipped? What is the tracking number? Here is what MetaKocka can answer for you automatically, before anybody asks.

TL;DR (In short)

MetaKocka can notify your customers by email, SMS, Viber and WhatsApp.
The trigger is the order itself, so messages go out when a status changes, not when somebody remembers.
Confirmations, dispatch notices, tracking numbers and electronic invoices are all covered.
A tracking page gives the customer a single link they can check themselves.
Most of it is already in your account. It just needs switching on.

Silence is the most expensive thing in e-commerce

Look at what actually lands in a webshop’s support inbox. Very little of it is a complaint. Most of it is a customer asking for information that already exists somewhere in your system: whether the order went through, whether it has left the warehouse, where the package is right now, when it will arrive, and could they please have the invoice again.

Every one of those messages costs you twice. Once for the person answering it, and once for the customer who spent a few minutes uncertain about an order they had already paid for. The fix is not a bigger support team. It is telling people things before they need to ask.

What MetaKocka can tell your customers

Notifications are tied to the order and its status, which is the important part. A message is not something a person decides to send, it is something that happens when the order moves. That covers the whole journey:

The order arrived. A confirmation that closes the loop the moment the order lands in your system, with the items and the amount as you actually received them.
The package is on its way. A dispatch notice sent when the shipment is actually handed over, not when somebody gets round to updating a spreadsheet.
Here is the tracking number. Sent automatically together with the dispatch notice, so the customer never has to write in and ask for it.
Here is your invoice. Electronic invoices go out as part of the same flow, which also keeps your own records tidy.
Follow your shipment here. A tracking page, on your own look and feel, where the customer sees the status of their delivery whenever they feel like checking.

Four channels, because not every message deserves the same one

MetaKocka connects to email systems, SMS, Viber and WhatsApp. That choice matters more than it looks. A confirmation with an invoice attached belongs in an inbox where the customer can find it again in six months. A message saying the courier is at the door does not; by the time it is read, it is useless.

Channel	What it is good at
Email	Anything the customer may want to find again: confirmations, invoices, return instructions. Handles attachments and length.
SMS	Time critical and short. Delivery today, courier on the way, pickup ready. Arrives with no app and no data connection.
Viber	Strong across the Balkans and Central Europe. Richer than SMS, and read where people already chat.
WhatsApp	The default in much of Western and Southern Europe. Worth having if you sell across borders.

Worth checking

A good share of the retailers we talk to are running only one of these channels, usually email, and had no idea the rest were sitting in the same settings screen. Before you go shopping for a notification tool, it is worth opening your own account and seeing what is already there.

Where it lives

Everything above is configured in Additional settings, under Notifications. That is where you set which channels you use, which sender address messages go out from, and what the templates say. Templates are yours to edit, so the wording and the tone stay recognisably your shop rather than something generic. The tracking page is set up separately, and you can read more about it on the Tracking page module page.

And the part that is coming next

Everything described here is transactional: messages the customer is waiting for, about an order they have already placed. There is an obvious next step, which is using the same channels and the same data to talk to customers who are not currently waiting for anything. We are working on that, and we will have more to say about it soon. If you want to be the first to hear, the newsletter at the bottom of this page is the place to be.

Stop answering “where is my order?”

Try MetaKocka and let your orders do the talking. Setting up your first automatic notification takes minutes.

Free trial

Wishing you business success,

MetaKocka Team

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