How many times have you received calls from customers asking when their order will arrive and then got frustrated when you didn’t have the answer?
It’s a stressful experience that can leave customers with a bad taste in their mouths.
Delivery Management Software (DMS) allows you to see exactly where your driver is at any point in time. This means if a customer calls, all driver information is located in one easy place that your team has access to. This saves you and other team members from having to call around while your customers wait for that information.
1. Communicate Delays And Disruptions
We all know things come up and can disrupt the delivery schedule. It could be floods, breakdowns, drivers being sick, or any other events that can have an impact on the speed of deliveries for that day.
When left in the dark about delays, customers can get frustrated and annoyed because they feel like they’re being taken advantage of. DMS helps solve this issue by providing clear and direct communication to customers when you need it.
Having a DMS that can quickly send bulk SMS updates will keep your customers informed, reducing frustration and complaints.
2. Provide Accurate ETAs
There’s nothing more frustrating for a customer than missing a home delivery. Unfortunately, this annoying experience can severely reduce the likelihood of them using your services again.
Delivery Management Software can reduce this frustration and improve the customer experience by giving them accurate ETA’s.
With the right DMS, you can provide customers with accurate ETA’s and delivery window updates in real-time as the driver completes their journey. DMS can even provide your customers with their number in the queue, so they know how many deliveries are happening prior to theirs. This helps to ensure your customer doesn’t miss their window and won’t have to wait around all day for a delivery that might come.
3. Provide Proof Of Delivery With Ease
Most customer complaints are based around a delivery’s arrival. The customer couldn’t find the item, it was damaged, the delivery was late, and so on. These complaints take a lot of time for your business to follow up and check if you don’t have a system that makes it all easily accessible.
Proof of delivery should be simple for businesses and your customers. You should be able to easily provide photo evidence, e-signatures, and any other custom information your
business needs to record when completing a delivery with a simple click. You should also be able to share it with customers just as easily.
Delivery Management Software makes it easy for your customers to see all the details of their delivery. It also allows everyone in your team to access all the delivery details and images for each delivery. This helps save time with customer disputes as everyone has the answers and improves the service they provide their customers.
4. Provide Instant And Easy Opportunities For Feedback
Have you ever completed a delivery smoothly, only to see a negative review published online by your customer?
Good Delivery Management Software gives your customers the ability to rate their delivery experience immediately. Customers can rate their delivery and share relevant information exclusively through a custom SMS link.
This means you’ll know what went wrong directly from the customer. This allows you to respond to the situation before they leave online reviews and potentially damage your reputation. These instant reviews allow you to listen to your customers who can let you know where improvements can be made and how to reduce delivery errors.
Improve Your Customers’ Delivery Experience
Locate2u provides businesses like yours with a Delivery Management Solution that provides the visibility, and clear communication they need to keep their customers happy. Locate2u can scale and grow with your business easily.
If you’d like to learn more about how visibility can improve your customers’ delivery experience, you can download a report here.