Tuesday 07th February,
Working with TelSolutions
Telsolutions transforms the way organisations communicate throughout the customer lifecycle to build trusted, lifelong and profitable relationships. Many organisations rely on Telsolutions and our professional services team, to design, execute and continually measure and optimise their communications strategies to generate revenue, increase customer satisfaction, and reduce operating costs... find out more
Delivery Reminders
The last leg of home delivery operations from the final point of dispatch to the customer’s home is the most problematic for an operator, and is potentially an extremely expensive part of the chain. This is due to factors such as existing congestion levels in many urban areas, as well as customer behaviour including customer expectations about how quickly their goods should be delivered from the time of ordering, and whether the customer is present to receive the delivery. If the customer is not in when the delivery attempt is made then the goods have to be redelivered at a later date – all of which will be an extra expense and inconvenience. With over 50% of houses empty between 9am and 4pm and the standard delivery time being between 8am and 5pm, the challenges are clear.The solution
Retailers and Delivery companies are now embracing new technology in order to combat this unnecessary cost. Implementing a delivery reminder programme significantly improves first time delivery attempts, and delivery scheduling. The Telsolutions delivery reminder service helps with call deflection by reducing the number of inbound calls call centres have to manage on customer service calls relating to delivery.
Voice messaging reminders
Adopting voice technology enables organisations to:
- Call and deliver a intelligent scripts to the customers home telephone number or mobile telephone number.
- Using the latest text-to-speech technology, personalise the call by inserting the customer’s name, and reminding the customer of the delivery time and date.
- The intelligent script enables the recipient to confirm someone will be present or reschedule the delivery.
- Additional functionality can be given to the customer to reschedule the delivery with a live operator.
- Report and log all results in case of dispute.
- If an answer-phone is detected a non-interactive reminder message can be delivered.
To compliment our Voice Messaging Reminder service, Telsolutions can offer SMS reminders as part of your reminder strategy. Text Messaging can be utilised in a multi-channel or escalation strategy, with similar personalisation functionality such as customer name, order number, date and time of delivery. Often a customer service telephone number is highlighted in the event a delivery requires rescheduling.
The reminder call service can be employed for both deliveries and returns.
In addition to home delivery reminders our technology has implemented in the following Retail Applications.
- Stock updates
- Order confirmations
- Event notifications
- Holiday opening/closing times
- Sale announcements
- Product recalls
