Meeting and exceeding customer expectations has always been a challenge. Today, with the advent of customer engagement software, you have the opportunity to craft the digital experience your clients anticipate.
One effective strategy for enhancing this experience involves leveraging automated customer notifications to prioritize communication and visibility at every stage, from order initiation to completion.
But why is it crucial to keep customers informed throughout the entire order lifecycle?
Customer Convenience is #1
Customer convenience takes the top spot. Businesses are now expected to meet the high standards set by companies with which consumers constantly interact. The public has grown accustomed to last-mile order tracking, particularly in areas like meal and grocery delivery, and they now expect similar transparency from all service providers.
Progress notifications empower customers to track and plan for services or deliveries in a way that reduces uncertainty and grants them more control throughout the process.
Effective customer communication revolves around delivering the right message, at the right time, through the right channel. Automating customer notifications through SMS, email, or alternative channels allows your operations team to focus on more critical tasks while ensuring an exceptional customer experience.
The 9 Most Important Customer Notifications
When searching for a last-mile communication provider, you should aim to construct the ideal communication journey for your customers. Here are some of the most crucial customer notifications that customer engagement software can deliver:
1. Order Created
Initial verification notifications inform your customers when the order is created and may include valuable details such as contact information or a link to a web-based customer portal. This enables customers to easily reschedule or cancel their appointments or deliveries, ultimately reducing the need for calls to customer service.
2. Reminders
Early reminders prepare customers for upcoming services or deliveries a few days in advance. This allows them to adjust their schedules, plan for access, and be ready when the driver arrives. Ensure the reminder includes a link to the customer portal with key appointment details and contact options.
3. Route Scheduled
Establish communication with the customer on the morning of the appointment or delivery to reduce uncertainty. An SMS or email with a time window and contact options reassures customers that their order is still on track, helping them plan their day effectively.
4. Driver Assigned
Establish communication with the customer on the morning of the appointment or delivery to reduce uncertainty. An SMS or email with a time window and contact options reassures customers that their order is still on track, helping them plan their day effectively.
INDUSTRY WHITE PAPER
Best Practices for Last Mile Delivery
Company size has nothing to do with the ability to transform home/last mile delivery performance—it all starts with a different perspective and vision to turn delivery into a competitive weapon. Technology is an incredibly important enabler of world class delivery performance. Every best-in-class delivery company has 3 things in common. Download our Last Mile Delivery Best Practices eBook to see how you match up.
5. Driver En Route
Introducing your assigned driver builds trust with your clients, particularly if they are uncomfortable with a stranger entering their home. Sharing the driver's information eases any tension.
6. ETA Changes
When circumstances change, keeping customers informed is paramount. Automated notifications alleviate customers' anxiety and demonstrate your commitment to their time. Make sure to communicate expectations and provide a link to the customer portal for additional information.
7. Driver Arrival
Notify customers when the driver is just minutes away to enable them to grant access promptly. Two-way chat options can also help customers communicate entry instructions or request additional time to answer the door.
8. Order Completed
This represents an excellent opportunity to connect with the customer and request feedback. Sending a survey link via SMS allows the customer to provide feedback while the experience is fresh in their mind, increasing the response rate and garnering more actionable, accurate feedback.
9. Order Not Completed
In rare cases, a driver may be unable to complete the assigned delivery or service, such as when the customer is unavailable or conditions are unsafe. In such instances, it's vital to inform the customer of the next steps they should take.
Your customers desire real-time updates on their appointments and deliveries. Fortunately, achieving this level of transparency is more accessible than you might think. Send the right message at the right time to elevate customer engagement and reduce operational costs.
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