Customer Service & the Delivery Experience
Customer service & the delivery experience is vitally important to every business. Get it right and your customers will love you forever, but get it wrong and they'll take their business elsewhere.
Here at Maxoptra we know how difficult it can be to get the right items to the right place at the right time, every time. That’s why we take the customer service element of the planning & delivery management experience very seriously. It’s more than just about offering a good price…as market figures show:
87% of online shoppers are more likely to buy when next day delivery is offered.
82% of buyers state that ETA notifications influence their decision to purchase from a supplier.
64% of buyers will hold the retailer accountable for any issues; even if the delivery was carried out by a third party.
87% of consumers count the ‘delivery experience’ as a key factor in deciding whether to make a repeat purchase.
So, with 87% of consumers counting the delivery experience as a key deciding factor on whether to purchase again, it’s essential that you get it right first time and every time.
Keeping customers happy with a fast delivery service.
Consumer expectation is high when it comes to speed of delivery. We are all becoming too used to having next day delivery offered as standard on a range of items, including high value ones.
With Maxoptra you can create low cost, optimised route plans in a matter of minutes. Gone are the days of arduous manual planning processes – maps, pins and spreadsheets can be relegated to the past – the future is automated planning.
Better visibility of the planning process (Maxoptra will automatically integrate with your order management & stock control systems via our open API) will help you offer faster delivery, and tighter delivery time slots, with confidence.
What our customers have to say…. “Using Maxoptra, our operational costs are as low as they can be, our fleet is utilised to maximum capacity, our drivers are engaged and our customers can be kept informed. It has also helped improve our customer service, which is something we are most proud of, especially given our recent gold star award from Feefo.” Chris Warden, Operations Manager at Natures Menu
Increase customer satisfaction with convenient time slots.
Offering tight delivery time slots to customers is one thing; being able to fulfil them cost effectively is another!
Using Maxoptra you can offer a range of cost and time efficient delivery slots to customers at point of order. The customer can choose a slot that is most convenient for them and Maxoptra users can be confident that they will meet it. Why? Because Maxoptra will plan the most efficient, low cost routes for you in a matter of minutes. But it won’t let you promise something you can’t deliver.
What our customers have to say… “Maxoptra will allow us to efficiently plan our daily delivery schedules, automatically taking into account the specific requirements of our customers and the transit specifications of the goods they have ordered.” Gary Hannah, Director of Hannah Foods
Manage unforeseen changes or issues with ease.
Even with the best laid plans things can change on the day of delivery and how you handle this can have a significant impact on customer satisfaction.
With Maxoptra, changes to a delivery time slot can be handled with ease, even if your vehicle has left the depot. Our drag and drop technology allows you to make changes to a live route, assess the impact and work with the affected customer to make an informed decision that suits you both. Drivers can be automatically updated via our App, or third party in-cab device, making the change a seamless one for everyone involved. If the issue is caused by driver delay the same process applies.
What our customers say… “While the improvements for our drivers, transport planners and customer care staff have had a massive impact on our business, the best results have been evidenced by our customers. And, as we all know, if you keep your customers happy, your business will go from strength to strength.” Daren Hill, Operations Director at Arthur David
Keep your customers informed.
Keeping your customers updated on the day of delivery is a real crowd pleaser. With Maxoptra you can do just this, offering both proactive and reactive communication methods.
With Maxoptra you can proactively send our regular ETA updates via a number of channels – email, text, social media. In addition, you can use our Website Widget, either on your own website, or on a web page set up for you by us, where customers can find up to the minute delivery status information using their order number as a reference.
Find out more about our Website Widget https://maxoptra.com/blog/2017/09/19/maxoptra-web-widgets-work-wonders-for-customer-service
ePOD puts you in control of any delivery issues.
In the real-world disputes and complaints will happen but it’s how you deal with them that influences customer satisfaction and the delivery experience.
Maxoptra offer ePOD as standard to all driver App users. This means your drivers can scan items on and off their vehicles, capture signatures when an item is dropped off and take photographs as proof that a delivery has been made, or an item left in a secure place. Everything captured using the app can be automatically sent back to the transport office to be recorded and reviewed.