As a delivery service, you need to ensure that every delivery notification reaches the customer – without errors, delays or duplication of work. With a messaging platform, you can send automatic messages at exactly the right moment (e.g. on departure, delay and delivery). You don’t need to type manually or make phone calls – the system sends the message to the customer via SMS, RCS or email. This ensures consistency, saves time and reduces the risk of human error.

When you communicate clearly, proactively and credibly, it builds trust. A customer who receives updates from the moment the parcel is dispatched, through delays and until delivery, feels well informed and involved.

A failed delivery costs money – both in transport costs and reshipments. With accurate, automatic messages to the customer, the likelihood of the customer being at home or ready increases. You can also send out warnings in case of delays, so the customer has a better opportunity to adjust their day. This increases delivery reliability and reduces the number of ‘no one home’ experiences.

A modern messaging platform not only allows you to send messages, but also receive responses and interactions from customers. If a customer replies ‘No, we’re not home,’ your logistics software can automatically trigger a new suggestion sent through GatewayAPI (e.g., ‘Can we leave the package at the front door?’). This allows you to customize the delivery and avoid failed attempts.

It is difficult to get feedback on delivery experiences, especially when contact with the customer ends at the door. Without structured feedback, you lose insight into what works – and what doesn’t. At the same time, you miss out on the opportunity to build reputation and social proof online.

You can send a friendly request for a review shortly after a delivery has been registered as completed. The message can lead to a 1-5 rating in your system or a link to Trustpilot, Google Reviews or similar. 

There are many benefits:

• Collection of valuable customer insight on an ongoing basis
• Possibility of quickly identifying and reacting to negative experiences
• Increase in volume of reviews for marketing use and building trust
• Creation of a data driven culture for quality delivery

Parcel recipients often have busy schedules, and a significant proportion of uncollected parcels are simply due to the recipient forgetting to collect them before the deadline. With automatic reminders, you can easily reduce the number of returned parcels.

Example:
When a customer receives a notification that their parcel is ready for collection at a parcel shop or parcel box, a new message is automatically sent a few days before the expiry date – e.g. “Remember to collect your parcel at the pick up point by tomorrow at the latest”. If the parcel is still not collected, the system can trigger a final reminder such as “Your parcel in the parcel locker expires today – collect it to avoid it being returned”.

This simple automation can significantly reduce the return rate, free up capacity in parcel shops and parcel boxes, and create a more positive experience for both sender and recipient.