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Chat

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Introducing Customer Engagement

Explore tools to transform customer experience and streamline operations.

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Last Mile Communication Trends

Businesses are prioritizing transparency, convenience and engagement.

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Engage customers with real time communications through the most convenient channel and allow for group chat with drivers and customer service staff. 

When customers can share vital information, this reduces stress on support staff and ensures that drivers have all the details they need to access and complete an appointment or delivery successfully. 

Feature Expansion

Two Way Communication

Direct messaging between the customer and the driver.

Group Communication

Dashboard users can view, join in, and initiate chats with the driver and customer.

Driver-Dashboard Chat

Two-way communication between the driver and dashboard users.

Chat Transcripts

View current and historical chats in the dashboard.

Communication Channels

Send notifications by SMS, email, landline call, or alternative channels.

Communication Fallback

Configurable fallback rules ensure customers receive notifications via the most convenient channel.

Communication Opt-Out

Add a flag to job information to opt the customer out of specific communication groups.

Answer Machine Recognition

Detect whether a customer or machine is answering, leave a voicemail, or retry as appropriate.

Data Insights

Key metrics such as chat volumes, response rate, and who is participating.

Additional Resources

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Paradigm Introduces Tracking and Feedback

Real-time feedback contributes to the preventative complaints process.

Read Success Story

5 Tactics to Improve Customer Experience

How to improve last mile customer experience with transparency.

Read the Article

How Self-Service Improves Satisfaction

Reduce costs by helping customers to help themselves.

Read the Article