Whether you deliver with your own fleet, or via a third party, you do not want your deliveries to be associated with a #deliveryfail.
Creating a frictionless on-site encounter can help you provide an outstanding delivery experience, reduce the risk of negative posts on review sites or social media channels and increase customer loyalty.
Here are 3 ways that mobile proof of delivery systems can increase the chances of a successful delivery experience for your customers.
A common frustration for customers is the failure to follow special instructions, whether these have been provided via your website, to a member of in-store staff or a call-centre agent. For example, a customer may specify that the driver should knock loudly as their doorbell is not working. If the driver is not provided with this information, the result could be a failed delivery and a requirement for the customer to arrange to be at home for a second attempt.
With mobile proof of delivery software, you can ensure that your drivers have instant access to any special instructions provided by the customer. You can even ask your drivers to collect proof that these instructions have been followed by prompting the completion of a task such as taking a photograph of the parcel in the specified safe place.
Let’s say your customer has taken advantage of your next day delivery and purchased an item for a specific event, such as a birthday, but is at work on the day of delivery. They may be anxious to know if their parcel has been delivered in time so that they know they do not need to buy an alternative gift on the way home.
If the item does not need a signature or it is possible to leave it with a neighbour, you can provide peace of mind by giving your customer confidence in your fulfilment process using automated communication functionality available with advanced proof of delivery systems. The customer will receive an email when their delivery has been completed containing the time of delivery, neighbour’s name and signature. This will also reduce inbound call volumes, or emails to your customer services centre.
When your customer has picked a specific delivery timeslot for a delivery that they need to be home for, it can be very frustrating if their delivery does not arrive within this time, particularly if they have plans either side of the window.
With a mobile proof of delivery system, real-time data transmission means that your office-based teams have visibility of when a delivery is expected to fall outside of the communicated delivery window. They can then take steps to rectify the problem if possible or contact the customer directly. Proactively telling the customer that their delivery is going to be 30 minutes later than planned means they do not need to contact the customer care team asking where their delivery is and can plan their time around the updated time slot, removing the risk of a #deliveryfail and a #customerservicefail.
With a mobile proof of delivery application, you can remove many common delivery frustrations and create a more frictionless customer experience no matter what industry you operate in.
For more information on improving your delivery with a mobile proof of delivery system, get in touch today.
