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Customer Engagement Software for Deliveries

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Reduce Last-Mile Delivery Costs

Descartes customers have reduced delivery failure rates by 20% with notifications and real-time tracking. 

  • Ensure customers are ready for their delivery. 
  • Reduce inbound calls about estimated time of arrival (ETA) and feedback.
  • Avoid disruption to drivers and dispatchers. 

Enhance Customer Experience

Customer engagement helps businesses improve Net Promotor Score (NPS) and Customer Satisfaction (CSAT) scores.  

  • Give customers the transparent, mobile-first experience they expect. 
  • Manage expectations. 
  • Make it easy to track delivery details. 
  • Quickly collect and resolve feedback. 

Customer Engagement Software Features

  • Notifications and Order Tracking Portal

    Give customers visibility throughout the order lifecycle with SMS and email updates. Offer a browser-based portal where clients can view the progress of their order, provide additional details and track their driver’s arrival. Automate feedback surveys to collect representative and actionable feedback. 

    Learn more about notifications and tracking

  • Real-Time Customer Feedback

    Increase feedback volume and accuracy by requesting it right after each delivery. Let customers share their thoughts while the experience is still top-of-mind. 

    Speed up service recovery with real-time alerts when a customer submits a negative review. 

    Learn more about customer feedback

  • Self-Service Appointment Management

    Remind customers about their appointment and allow them to confirm, cancel or re-schedule to a convenient time. 

  • Click and Collect Store App and Customer Portal

    Let customers alert staff when they’re on their way and check in when they arrive. Provide staff with real-time updates, prioritised tasks and checklists to help them stay on track. Allow clients to share their real-time ETA with store reps for a faster pickup.  

  • More Fleet Solutions

    Customer Engagement solutions are designed to work with your routing, mobile and telematics tools to enhance fleet performance and provide a flawless customer experience.

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Frequently Asked Questions about Customer Engagement Solutions

  • What features are essential in customer engagement software for last-mile deliveries?

    Key functionalities should include: 

    • Real-time tracking of the delivery vehicle. 
    • Visibility of delivery progress for the customer. 
    • Automatic SMS, email or WhatsApp notifications sent to the customer at each stage of their delivery. 
    • A white-labelled portal for a consistent brand experience throughout the customer journey.  
    • Browser-based portal so there’s no need to download an app. 
    • Real-time alerts regarding any delivery issues.  
    • Ability for customers to send delivery instructions to the driver directly. 
    • Customer self-service tools for appointment management and rescheduling. 
    • Pre- and post-delivery customer feedback capabilities.
  • How does customer engagement software improve deliveries in the last mile?
    • Notification messages help to ensure a customer is ready to receive their delivery, speeding up delivery service times. 
    • Pre-delivery notifications increase the success of first-time deliveries while reducing costs and delivery failure rates. 
    • Proactive updates to customers reduce customer inquiries and inbound telephone calls asking, “where is my order” (WISMO). 
    • Customer satisfaction increases as recipients get the mobile-first, transparent experience that they have come to expect.  
    • Real-time feedback makes it easy to address issues as they arise, or spot long-term trends in last-mile delivery.
  • What questions should you ask before investing in delivery notification and customer engagement software?

    Consider:

    • How well does it integrate with existing systems like proof of delivery, route optimisation, inventory, customer relationship management (CRM), or transportation management systems (TMS)?
    • Is it scalable? Will it cope with an increased volume of deliveries or drivers, more locations, and new delivery items?
    • How does it enhance customer experience through real-time updates, accurate ETAs, and branded communications?
    • Does the software provide “one-size-fits-all" notifications or is it possible to configure workflows that align with your specific customer journey?
    • Can the software provide dynamic ETA updates as the route progresses? Is it possible to alert customers when the ETA or delivery status changes?
  • What business goals does delivery notification and engagement software serve?

    Goals include: 

    • Improved delivery accuracy. 
    • Reduced failure rates and improved first attempt deliveries. 
    • Enhanced visibility and transparency for both customers and their operations teams. 
    • Streamlined communications between customer and driver or the call centre/ service department. 
    • Improved customer satisfaction e.g. Trust Pilot ratings, Net Promoter (NPS), and Customer Satisfaction scores (CSAT). 
    • Improved quality and quantity of customer feedback from post-delivery surveys. 
    • Fast resolution of any issues. Dealing with delivery issues quickly and efficiently can mean the difference between keeping and losing a future customer. 
  • What integration capabilities should I check for?

    Look for software that can seamlessly integrate with: 

    • Existing routing and proof-of-delivery systems.
    • Inventory, CRM, or order management systems for cohesive workflows.
    • Self-service portals and customer notification channels (SMS, WhatsApp, email, web).
  • Which communication channels should the software support?

    At a minimum, ensure support for: 

    • SMS, email, browser-based tracking portals, Rich Communication Services (RCS) and consumer messaging apps such as WhatsApp.  
    • Optional: mobile app updates, branded notifications, in-portal rescheduling or cancellation, and click-and-collect notifications. 
  • How does this software enhance customer satisfaction?

    Customer Satisfaction is improved through:

    • Increased delivery transparency and provision of accurate ETAs.
    • Branded communications that will reinforce trust.
    • Convenience via features such as SMS notifications and a browser-based customer portal with self-service appointment details and two-way communications.
    • Immediate feedback collection and negative feedback alerts to managers will enable swift issue resolutions.

    Resolving delivery-related concerns promptly and effectively will make the difference between retaining and losing a customer.