Customers want to know what’s happening with their purchase
Real-time information in today’s world is critical to delivering good customer service. More than 80% of customers expect real-time delivery tracking but many businesses still do not offer this.
This isn’t just convenience. The customer’s account is debited at the point of purchase, meaning it’s their property in the post! Lack of tracking increases friction at the purchase stage for many customers. If you’re not already, get tracking.
Even if the trucks aren’t tracked, or the courier doesn’t offer delivery tracking, businesses can use mobile phones and smart software platforms to ensure they are offering this critical service.
Getting personal is vital to success in 2020
71% of consumers are frustrated by impersonal experiences. Equally, 91% of customers choose to buy from brands they trust. Therefore, your brand should be present every step of the way through your customer’s journey. This includes delivery updates! Think about it, if you use a courier (or multiple) to deliver orders to your customers, it’s the courier that is communicating the delivery updates. This leads to disjointed service levels and disjointed branding.
Businesses can leverage all sorts of tools to make their branding ever-present throughout the customer journey. The first step is to take control of all communication channels. Control leads to branded delivery communications, and branded delivery tracking.
Get novel, get attention
If you control the communication channel, you can get creative. Use the screen to deliver brand stories, unique offers, and personal messages. This is a great way of building loyalty, but remember, the content has to be personal.
But you can also get really creative and start using technologies such as voice. As this post from Forbes states https://www.forbes.com/sites/shephyken/2019/12/22/customer-service-and-cx-predictions-for-2020/#95d037a7f6f3, smart speakers are getting smarter and your customers will use them!
Driving novelty into your customers experience makes your brand more memorable and lets your customers know how much effort you put into their buying experience. Your branded delivery tracking experience could be delivered to your customers ears as well as their phone.
Entopy connects the supply chain from end to end. Connect your supply chain, connect better with your customers. The open platform works with any data source to deliver personalised delivery tracking. Learn more <link to branded delivery tracking page>
If your business uses multiple couriers, the likelihood is that your customers are getting a sporadic brand experience and varying service levels. Entopy allows you to take control and manage all communications for all couriers from one central platform.
The SMS service can be personalised to deliver a more individual message. The fully branded delivery tracking screen can be branded in your businesses colours and allows you to access unique advertising opportunities.
If you don’t offer tracking, the Entopy platform can use onboard telematics and GPS from the truck and, failing that, we have an app so can use the driver’s phone!
Even better, we are ahead of the curve and can allow you and your business to deliver notifications through Alexa and other smart voice systems.