Effective customer communication is at the heart of any successful business, but it’s especially important for those in the delivery business. Last-mile delivery has been expanding over the past few years, and with the recent COVID-19 pandemic, even more people are turning to delivery as a safe way to get their goods while staying safely at home. Businesses that weren’t delivering their goods before have now made it a priority.
But when you get a new customer, the key is keeping them for the long-term. Clear and real-time communication with your customers–always keeping them in the loop–is a really important way to develop customer loyalty and increase your chances that a customer will have a good experience, rate the order, and return. Here are four of our favorite features to help you reach that level of communication.
1. Automated Customer Alerts
Easily send automated alerts to your customers so they are always informed about the status of their order. You can choose which event will trigger the alert and identify the communication channel that will be used. For instance, you can set it up so that when a driver confirms they are on the way to the destination, an email will automatically be generated and sent to the destination contact.
2. Live Tracking Map
With one simple click of a button, you have the option of sending a link to a live tracking map that the customer will see upon opening their message. The tracking map will show the precise location of where the driver is, in real-time. This increased level of transparency will help you stand out from the hundreds of others who just provide an ETA — or worse yet — just an order confirmation with no estimated time at all.
3. Personalized Emails & SMS Alerts
Our last-mile delivery software not only makes communication easier through automated messaging, but it also allows you to provide an extra level of personalization. For instance, as you’re composing a message, you have the option of clicking on a tag that will insert custom information such as the person’s name or a tracking link for their order. Although they may seem like minor details, it strengthens the customer/business relationship.
4. Instant Customer Feedback
Gathering customer feedback is important for resolving problems quickly, preventing future mistakes, and even building trust by showing that you care about your customer’s experience. With GetSwift, you can choose to send your customer a customized message after they’ve received their order, linking to a customer feedback form that includes your branding and a detailed summary of their order. You can use that data immediately, or view it later when analyzing your customer ratings and evaluating specific drivers.
Build Customer Loyalty With GetSwift’s Communication Tools
Does your business need help to stand out from the crowd? Providing a higher level of personalized communication to each and every one of your customers is a sure way to earn their trust — resulting in repeat business, increased sales, and more referrals. It’s almost impossible to maintain this level of communication without a tool like the last mile delivery software from GetSwift. We can help you do more and improve the customer experience, without requiring more of your time. Contact a member of our team today to learn how we can help.
