Real-time notifications and visibility
Fast food delivery apps like Just Eat and travel apps like Uber have been among the innovators in the real-time notification sphere. Order a takeaway from the local burger joint and you’re given a time you should expect to receive your delivery.
Not only will you then receive notifications on the app, or messages by text or email, to tell you that your meal is being prepared or wrapped up, depending on the business you can then watch your delivery driver in real time on a map and follow them right to your door.
This type of last mile personalisation helps businesses cut down on returns, means customers are less likely to complain if deliveries are late, cuts back on queries about where their packages are and leads to greater satisfaction in general.
Many digital retailers are now following suit, ensuring customers either receive regular updates of where their product is through text, calls, email or a mixture of all of them – or can track it themselves via tracking software, which will often allow the customer to follow a link to see what stage their package is at on its journey.
SQLI partner Seasalt offers customers the choice of being able to track their orders – if they make an account with them when they make a purchase, rather than purchase as a guest. It’s a nice way of being able to be able to tap in to the customer data, while offering something of value to the customer in return. Data and delivery firm Parcelperform has recorded an open rate of 80 per cent for email notifications – making them not only crucial in keeping customers informed about the status of their purchase, but an under-used marketing tool.
Customers also don’t want to be left waiting around all day for their package to arrive. An 8am to 8pm delivery schedule is no longer acceptable. Now more courier firms will provide calls in the days before or the morning of the delivery day, to give a more precise time.
For smaller retailers this may seem like a lot of costly, hard work to take on, but most third-party last mile delivery experts have this type of service built in. It’s why choosing the right logistics and delivery providers are so important today – they are essentially a key part of your business and can make or break you.
Give customers regular updates, keep them informed of any issues, let them track their goods in real-time and you will cut down on frustration, complaints and are more likely to get the all-important glowing reviews that help attract a whole new legion of loyal customers.