1. How can sending SMS notifications help improve my delivery experience?

After placing the order, customers check delivery updates up to 4 times per order. Delivery SMS notifications can help you proactively communicate to customers when a parcel arrives and serve as a high-value touchpoint to engage with customers during the delivery journey.

2. What are the benefits of using SMS for shipping notifications?

While shipping notifications emails effectively communicate updates, SMS order notifications empower e-commerce brands and marketplaces to engage with customers in high-priority, time-sensitive situations across the delivery journey. SMS delivery notifications command a formidable engagement rate:

• SMSes have a whopping 98% open rate, 5x that of email newsletters

• 90% of SMSes are read in less than 3 minutes 

• 75% of consumers are okay with receiving SMS messages from brands (assuming they opted in)

3. When should I send an SMS notification during the delivery journey?

To proactively keep your customers updated about the status of their shipment, here are 6 time-sensitive instances for which we recommend sending an SMS: 

1. For order confirmations, to avoid WISMO inquiries

2. For urgent actions such as updating delivery addresses or rescheduling delivery timings

3. To manage expectations beforehand when are potential issues

4. To remind customers to remain available at home hours before delivery to ensure delivery success

5. To send reminders to collect parcels from self-collection points or parcel lockers

6. To acknowledge that the return has been confirmed and a refund is being processed

4. How much does an SMS delivery notification cost?

SMS notifications are priced individually. Parcel Perform also integrates with any existing SMS tools that you might use to connect to your webshop. Talk to our product experts or your account manager to learn more about SMS notifications and to understand prices for your country. 

5. Does Parcel Perform provide SMS templates? 

We offer standard SMS templates for each delivery stage. In more complex customer journeys, our team can help you design an end-to-end notification strategy to ensure your messaging is as personalized and relevant as possible.

6. How are SMS notifications triggered with Parcel Perform?

With Parcel Performs’ Notifications Centre, you can set up an SMS notification in a few easy steps and leverage 50+ triggers based on shipping events to personalize your communications and timing. Read the step-by-step guide for SMS configuration in Parcel Perform.

7. How can I view what my SMS notification looks like?

The preview functionality in Parcel Perform’s Notification Centre allows you to test the look and feel of every SMS before activation. You can also send the message internally for updates and testing.

8. How many countries are SMS notifications available in?

The SMS feature is available in over 210 countries Contact our team to get started. 

9. I want to send SMS notifications to customers in a specific country. How do I register for a Sender ID?

This depends on local government regulations applicable in said country. Contact our product experts or your account manager and we'll help you process the documents.

10. How can I analyze the performance of my SMS notifications?

In the Parcel Perform Notifications Centre, you’ll be able to view detailed notification engagement stats. View reporting performance across an aggregation of all your parcels or select individual notification campaigns.

11. My SMS delivery notifications seem to have a high bounce rate or are undelivered. How do I resolve this?

Check if your recipient falls within the countries that require a Sender ID registration. If yes, have you registered for a Sender ID? If the issue still persists, check to see if the recipient's phone number is valid and entered correctly (with country code and area code). 

View these reports in the Notification Centre to analyse the issue and find a solution: 

• Invalid_Phone_Number Tag - Filter for failed SMSes due to an invalid destination number in Parcel Overview

• Sender ID Bounced SMS Report - View by Destination Country

• Bounced SMS Report - View a breakdown of all bounced SMSes