Today’s customers demand transparency. When it comes to shopping online, they not only want quick and free deliveries but also want to know where their orders are and when exactly they will arrive. They expect the merchant of their choice to proactively update them every step of the delivery process.

While branded emails effectively communicate updates, SMS order notifications empower retailers and marketplaces to engage with customers in high-priority, time-sensitive situations across the delivery journey. 

When should e-commerce businesses leverage SMS notifications during delivery?

Order and Fulfillment Phase 

1. Send order confirmations

Ensure customers are updated about the success of their order with an ‘order confirmation’ SMS. This avoids shoppers reaching out to your customer service with inquiries about whether their order is confirmed. 

Pickup and Transit Phase 

2. Alert customers about urgent action

Don't rely on carriers to send updates or for communication that requires action by the recipient like updating the delivery address or rescheduling delivery timings. Send an SMS for prompt responses. What’s more, messages sent by brands during the delivery journey lead up to 70% of customers back to the online shop for a repurchase. This presents substantial share of wallet potential.

3. Manage expectations 

With an SMS, you can quickly alert customers about a potential issue. This ensures the customer is informed before the problem even occurs, avoiding any negative feelings about the delivery experience. 

Delivery and Collection Phase

4. Ensure delivery success 

SMS is powerful as it can be sent in the customer’s matching timezone. While customers know which day their parcel will arrive, remind customers to be at home right before delivery. This prevents customer dissatisfaction and reduces missed deliveries and associated additional logistics costs. 

5. Send collection reminders

Trigger SMS notifications precisely for important updates like reminders to collect parcels from self-collection points or parcel lockers. Delivering this information at the right time is key to customer happiness. 

Returns Phase 

6. Make returns an easy process

The return phase is often overlooked as an opportunity to retain customers and exceed expectations. A seamless return experience can encourage customers to stay loyal to the brand and trigger repurchases. Send an SMS to let your customers know that their returns have been confirmed and when their refund is being processed, so they don’t have to wonder while they wait. 

With Parcel Perform’s 100+ custom notification triggers, you can personalize SMS communication and precisely time them to impress customers and eliminate dissatisfaction. Create memorable brand interactions with an enhanced delivery experience for your brand. 

Learn more about the potential of SMS notifications for your brand to provide an outstanding delivery experience. Talk to experts!