Track & Trace Eases Customer Service Stress

Are you facing challenges with frequent inquiries like "Where is the delivery or driver?" You're not alone. Businesses find that 50-70% of customer calls revolve around such questions.

The Time Thief Unmasked

Traditional follow-up methods consume several hours daily from customer service, time that could have been spent on more value-adding activities.

It also interrupts the workflow for customer service or dispatchers, who need to contact the driver for location and delivery updates, and then relay this information back to the customer with an estimated arrival time for the goods.

It is common for customers and drivers to phone in for updates on deliveries, address changes, or other queries that could be swiftly handled digitally. This practice not only creates lengthy phone queues and communication delays but also risks crucial information being trapped in the memory of select employees or even lost when the employee resign.

Internalise Information and Share It

When the driver starts their route, notifications are automatically sent via SMS or email to the recipients, increasing predictability. The recipient can update information and share valuable knowledge about the stop and the order, such as:

  • Delivery instructions
  • Contactless delivery
  • Changing the delivery time window
  • Viewing package details
  • Calling the driver

Additionally, recipients can see the driver's location through map services similar to those offered by Foodora, Oda, or Uber. These consumer habits are gradually integrated into the business landscape in population dense cities.

An Updated Customer Card at All Times

Drivers who handle the delivery usually know the most about it. So, it's better to not bother customer service with these questions and free up time for upselling, providing other services, or simply taking a coffee break!

Predictability through a customised T&T message sent to recipients boosts customer loyalty and can reduce the number of unnecessary phone calls. This can lead to fewer misunderstandings and errors, as well as free up time for more value-creating tasks.