These days you can get virtually anything delivered from your phone directly to you. Uber will send a car to pick you up, Doordash will bring your favorite meals right to your doorstep. You can even have your laundry picked up and dropped off upon request!
With COVID, contactless delivery options became more important than ever.
The convenience of offering delivery is an investment in overall customer experience—and out of 1,920 business professionals surveyed this year, customer experience was voted their number one priority for at least the next five years.
This doesn’t come as a large surprise given that 86% of buyers are willing to pay more for a great customer experience.
And when it comes to delivery, nothing provides a gold star experience more than timely communications.
There are at least five communication touchpoints for every kind of delivery:
And after numerous case studies on consumer preference, we believe that texting is the best method of communication across each stage of the delivery process for a few reasons.
In order to be the most useful, delivery notifications should be received in as close to real-time as possible. With more than 90% of people reading their text message within the first three minutes of receiving it, texting is about as quick as it gets.
According to our text marketing research that we conducted this year, 75% of respondents indicated they would like to receive text message shipment tracking information, and 65% of people would like to receive an order confirmation/status updates.
Text messages have around a 98% open rate compared to the 20% open rate of emails.
Because texting is an opt-in marketing service, you don’t risk your message getting filtered into a spam folder never to be seen.
Thanks to tools like Zapier and our SMS API, text messages are easy to integrate with your point of sale software. This means you can automate SMS shipping updates to send whenever a transaction occurs on your site.
There are several methods you can take to start sending delivery service texts. They all begin by ensuring you have a text-enabled phone number for your business.
Your next move depends entirely on the scale of your operation.
If you receive orders that you process manually, you could choose to write a personalized message to send to your customer with a link to the tracking information included.
For larger-scale operations, you could also set up your delivery SMS to send automatically.
Through Zapier, you could trigger a text message when an order is placed on:
Here’s just one example of a workflow you could set up between ShipStation and SimpleTexting:
Earlier, we mentioned our 2020 Text Marketing report revealed customers want to receive delivery notifications by SMS.
It also found that the majority of respondents (over 45%) value two-way conversations, and think having the capability to text businesses back is useful, including 43% of Gen X respondents. 12.9% even said they’re more likely to support businesses that offer text-back capabilities.
If you’d like your customer service to stand out, you can let recipients know that they can reply to your texts if they have any questions.
With SimpleTexting, all incoming SMS messages are free. Replies will appear in your SMS inbox, where you can sort, snooze, and manage conversations.
Take a look at this on-demand demo. At 2:34, we cover how to message your customers back.
As customers continue to demand higher levels of interaction with businesses, texting provides a win-win solution for everyone. You save countless hours through automation, and customers receive the real-time updates they crave. SMS is truly the future of good customer communications.