Delivery Details Sent Straight to Customers via Text or Email
Proactively send delivery details, including delivery time slots; updated ETAs throughout the day; confirmation of delivery address; notification of successful or failed delivery; to keep your customers informed at every step of the order-to-delivery process.
Emails and SMS text messages can be sent automatically, based on specific order and delivery ‘events’. This provides customers have greater visibility over their orders, meaning you get fewer questions – and faster responses when questions do occur.
Notifications can be sent to your customers, to end consumers and directly to you and your team so that everyone is always armed with the information they need, when they need it.
Why send SMS and email updates?
In an ever-connected world, with immediate status updates, and the rise and rise of online shopping and convenient delivery, customers now expect to be kept up to speed about their order status, in real-time.
In fact, 59% of online shoppers would rather receive a text about their delivery than any other form of communication. When clearly communicated delivery information is absent, customers can get confused and angry.
We’ve all been there, waiting in for a delivery with a vague time estimate that seems like it will never arrive.
Customer service and back office staff end up fielding calls, searching through emails and trying to contact drivers to find out exactly when the customer can expect their delivery.
How to send delivery emails and texts to customers
With Stream Go it is simple to set up automatic delivery notifications to everyone who needs the information, be that your customers, your customers’ customers, or your back office staff.
You can set up unlimited emails to be sent, triggered by any delivery event. For example, the customer could receive an email when the delivery run is set and they are given a two-hour delivery window; when theirs is the next delivery and the arrival time is much more accurate (thinks to the Stream mobile driver app; and when the order is either delivered (complete with electronic Proof of Delivery images, signature, time stamp, and GPS location) or delivery is failed (with images, GPS location, and time stamp).
You even have the option to prevent text messages from being sent to customers before a certain time, so if a driver departs for a run very early in the morning or late at night, the customer won’t be woken by a message about their delivery.
When planning runs, you even have the option to send two different emails to customers, depending on whether the run is open or closed and, in the tracking screen, to only display the scheduled delivery date of an order, hiding the timeslot until the day of delivery. This is useful for requesting confirmation of the delivery date ahead of time, then sending the specific timeslot on the morning of delivery.
Send a direct email for individual orders
You can create custom email communications, and send them straight to the primary contact on an individual order.
This gives you a quick way to communicate anything you need to the customer, without relying on pre-defined emails generated by the system.
Giving the customer this level of accurate information, as soon as it is available, significantly reduces disputes – and helps to resolve them quickly, if they do happen.
Customers can quickly relay written instructions for your back office staff: if the delivery address is inaccurate, or if they’d prefer the order be left in the shed for example, via the customer tracking screen in real-time.
Staff are no longer plagued by phone calls, and those they do receive can be dealt with quickly and confidently.