Delivery notifications are such an expectation in today’s digital world that customers almost take them for granted. No industry perhaps is impacted by this expectation more than the shipping business. Customers want to know where their package is in the shipping process at all times—and they want to know if anything changes that can impact their delivery. When customers don’t have these updates, they typically reach out to the shipper through the most costly channel available: the call center.
CSG delivery notifications provide a proactive form of customer outreach regarding shipment, receipt and pickup. Provide a pre-selected delivery time, which they can confirm or reschedule via call or text on iPhone or Android. If they’d like to reschedule, connect them to a call center representative so they can receive a package at a time that works best for them. This improves efficiency and reduces costs by delivering packages when the customer is ready.
Delivery notifications make it easy for customers to pick up packages at a retail location. If a customer wants a product that isn’t in stock, make an outbound call or text when the product is available. Package delivery notifications integrate with your logistics system to send outbound communications once an item is in stock and include tracking services.
Increase the number of delivered shipments and decrease the incidence of re-deliveries. Tailor the customer experience with continual updates and automate contact, informing customers of their package delivery statuses in near-real time.
Proactive engagement greatly reduces the number of inbound calls requesting status updates on pending shipments. This enables call center staff to focus on helping those customers who need it the most.
Create a proactive customer experience via outbound customer communications, resulting in greater efficiencies and a more predictable cadence to how, when and why contact is made.
Digital content provides a lot of instant gratification, but there’s still something special about waiting for a package to come in the mail. ...
Digital disrupters have reset the bar and fundamentally changed how companies engage their customers. Earning and keeping customer loyalty is a gro ...
Want to send text messages to customers? You’ll need to get them to opt-in first. Cellular carriers require that you get permission from cust ...
What are the biggest pain points for your customers? Your most expensive or time-consuming business processes? There’s a s ...
59% of companies agree customers are demanding more personalization but there is a gap between the companies with the resources to create cohesive ...
CSG commissioned a Forrester study covering how end-to-end CX solutions break down silos and optimize data management.
Read a commissioned s ...
Today’s contact centers are not ready. They struggle to adapt to call spikes. They can’t track customers to anticipate their needs. At the same ...
A leading government contractor needed to quickly communicate with customers during a government shutdown. CSG helped them deliver timely, relevant ...
