You’re comfy in your bed with your laptop, thinking how great it would be to have a new carpet to match your new chairs. You open a browser and here we go – lazy Sunday shopping at its finest! OK, the selecting and purchasing has been done – now, how will the magic happen?
ENTER: Our Transport and Logistics heroes!
Transport and Logistics companies have been growing fast these days, as people around the world find it more and more convenient to shop online. The most critical facet of transportation and logistics is communication. Online shopping has had an enormous impact on how freight and logistics enterprises interact with a rapidly growing consumer base and it’s no surprise that many have turned to SMS as their communications channel of choice. It’s reliable, ubiquitous and convenient. It solves communications problems and offers innovative solutions to important use cases.
Positive client interactions are central to the longevity and success of the online shopping experience and today’s leading logistics companies use SMS to send real-time updates to customers about dispatch deliveries, delays, and customs or duty charges. As with most other businesses, transport and delivery companies also benefit greatly from SMS in terms of promoting their business as well as incorporating mobile marketing to answer queries and engage with clients.
Notifications – Delivery Status Updates
Simplify the logistics scheme with prompt SMS updates. Send out automated pick-up, delivery and status notifications to both customers and employees in a matter of milliseconds.
What if you get a last-minute contract for a pickup and delivery? An SMS from dispatch can go to a driver on the route to make the pickup and delivery on their way – a smooth route change that wins new business and generates revenue. What more can you expect from 160 characters? 😊
In addition, many times PER DAY drivers must make unplanned stops to change the tire, fix the truck or solve any other time-consuming issue on the road. Send dispatch alerts such as re-routing and weather updates to inform about potential delivery delays.
SMS should be used to notify the appropriate parties when there is a delay or change in the drop-off or pick-up schedule. This way, the customer receives quality service and you’ve just bought yourself some time. Cherish the customer experience and they will pay you back with their loyalty.
Reduce Call Volume in Your Customer Care Center
As with almost any other industry, a well-functioning customer service system is wholly important in logistics. An answer to a call, along with the solution for each query, should be delivered way faster than the package itself. Relieve the queue by using notifications for internal and external communications such as tracking codes, delivery times, package location information, pick-up details, etc. Managing your customer’s expectations by implementing an informative communications solution will reduce the call volume – both from customers and drivers – which frees them up to handle other important issues. This way you will be able to arrange the resources needed for re-processing the parcel.
Real-time updates provided by two-way SMS have become an efficient way of improving customer relationships and streamlining internal operations. SMS is not only a convenient and easy way of liaising with transportation vehicle drivers and tracking parcel locations but also a simple and effective two-way communication channel allows drivers to stay in touch with the base of operations and alert representatives to any unexpected changes to their schedule.
Package collection from package lockers or courier delivery both run into the same issues if the communication is not on point. The most efficient way to provide consumers with a chance to change the time or place of an expected delivery is by doing this through 2-way SMS. An SMS API is easily implemented within any in-house logistics system, allowing automatic initiation of outbound messages. Consumers will know when to expect a package and where to collect it, with the option to change the details.
Marketing and Customer Engagement
Allow customers to use shortcodes to repeat orders with special benefits and collect their info into a centralised order system. Bear in mind that there are a few specific guidelines for putting people on an SMS list, usually determined by the Country Regulations. However, once they are on the list, you can send out reminders, coupon codes, and announcements that will ideally engage customers and encourage additional business.
Should you need any assistance or recommendations on any of the above – you know who to contact.
Author: Jelena Kolundzic