Your customers certainly won’t
By Dan Shim, DispatchTrack
In the fulfillment business, the experience of the delivery seems to matter just as much as the delivered item itself.
This is especially true for big and bulky products like furniture and appliances, which tend to be more challenging and stressful to deliver, or a missed delivery, which is the last thing either party wants.
What customers remember the most is often the final interaction they have with a company — their last touchpoint before the delivery process is considered complete. This insight has driven many last-mile delivery companies to differentiate themselves by refining various customer experience components like timely notifications, live tracking, driver communications, live messaging and post-delivery surveys.
Timely Notifications: Setting Expectations Early
The first critical component of a positive delivery experience is timely and accurate notifications. Timely notifications, such as order confirmations, shipping updates and delivery day reminders, are key to keeping customers informed and reducing uncertainty. Companies that provide regular updates build trust and ensure that customers feel in control of the process.
The timing of these notifications is essential. A well-timed message can set the tone for the entire delivery experience. For instance, providing a heads-up the night before or a couple of hours prior to delivery ensures that customers can make the necessary arrangements. Failing to keep customers in the loop can lead to dissatisfaction, even if the delivery itself is flawless.
Moreover, sending notifications at multiple stages of the journey helps manage expectations. For example, a notification when the item is shipped, followed by another when it’s en route and a final one when it’s minutes away, reassures customers and prepares them for the delivery event.
Live Tracking: Reducing Anxiety Through Transparency
In addition to timely notifications, live tracking has become a critical component of the modern delivery experience. Live tracking allows customers to see exactly where their item is in real-time, giving them greater control over their day. This is particularly important for big and bulky items, which may require customers to be home or make special arrangements for delivery.
In the past, customers had to rely on vague delivery windows like “between 8 a.m. and 5 p.m.” Today, live tracking provides a more specific delivery time, reducing the anxiety that comes from waiting around for hours. By offering this level of transparency, companies can ease the stress often associated with receiving large deliveries such as furniture, appliances or big-screen TVs.
Live tracking also offers an added layer of accountability for delivery companies. If a delay occurs, customers can see the reasons for it and adjust their schedules accordingly. This reduces frustration, as customers are not left in the dark wondering where their items are.
Driver Communications: Adding a Personal Touch
Another innovative feature many companies now offer is direct communication between the driver and the customer. In the past, there was often a disconnect between the two, with customers having no way to contact the delivery driver for updates. However, many big and bulky delivery services now provide a way for customers to call or message the driver directly, ensuring seamless communication.
This personal touch goes a long way toward improving the overall customer experience. If a customer has special instructions, like requesting that the item be placed in a certain room or requiring more time to prepare, the driver can accommodate these requests. Moreover, in the case of unexpected delays or last-minute changes, direct communication allows for a smoother experience without frustration.
Live Messaging: Real-Time Problem Solving
In many ways, live messaging complements driver communication by providing a platform for real-time problem solving. Some companies have integrated chat functions or customer service messaging into their delivery platforms, allowing customers to reach out for assistance on the spot. This feature adds an extra layer of reassurance, as customers know that help is just a message away if anything goes wrong.
For instance, if there is an issue with the product upon arrival, such as damage or incorrect specifications, live messaging allows customers to quickly report the problem and start the resolution process. This can save time compared to traditional customer service methods, like waiting on hold for a phone representative.
Post-Delivery Surveys: The Final Touch
Finally, post-delivery surveys are becoming a valuable tool for big and bulky delivery companies. Once a delivery is completed, companies send out surveys to gauge customer satisfaction and identify areas for improvement. These surveys not only allow companies to gather feedback but also give customers the chance to reflect on their experience.
The surveys typically cover aspects like the professionalism of the driver, the accuracy of the delivery windo and the condition of the product upon arrival. By analyzing this feedback, companies can make data-driven decisions to improve their operations and better meet customer expectations.
The survey is often the last interaction a customer has with a delivery company, making it a crucial step in solidifying a positive impression. A well-designed survey can enhance the customer’s feeling of being valued, while also providing actionable insights for the company.
Conclusion: Elevating Customer Experience to Build Loyalty
In an increasingly competitive delivery market, particularly for big and bulky items, companies are finding that the experience surrounding the delivery is just as important as the delivery itself. From timely notifications and live tracking to driver communications, live messaging and post-delivery surveys, these customer experience components have become essential ways for delivery companies to differentiate themselves.
By focusing on these touchpoints, companies not only improve customer satisfaction but also build long-term loyalty. In the end, what customers remember is not just that their item was delivered, but how it was delivered … and that makes all the difference.
Dan Shim is head of product marketing for DispatchTrack, a global leader in last-mile delivery software, helping furniture and appliance dealers provide an exceptional customer experience with every delivery. Contact Dan at dan@dispatchtrak.com.
