Customer notifications are a great tool for eliminating the black hole of last-mile delivery or service calls.  The “call to action” of an event (i.e. a delivery or booked service) enhances the ability for a company to engage with its customers.  Radaro is built to send white-labeled and branded SMS notifications and emails to provide live “Driver on Way” notifications to customers. 

Radaro has the ability to send four different customer communications – each can be turned on or off with customisable text to meet your business needs. 

Pre-delivery Notifications

Upcoming alerts to notify customers that their delivery/ driver will be arriving within a certain time frame can be set to the morning of the job commencement or the night before, with the time windows completely customizable to best meet your operations.

With Pre-Delivery Notifications, you can reduce the time spent waiting by customers for their driver to arrive, which in turn decreases the number of missed deliveries and improves overall customer satisfaction.

mceclip2.png

Pre-delivery notifications can also be used in conjunction with Radaro's Customer Queuing functionality. You can find more information on Customer Queuing here.

Live Tracking

Each customer notification includes a Radaro live driver tracking URL which when opened presents the customer with an uber style map of their driver’s location and journey path. This enables customers to track their driver’s position in real-time and reduces the time spent traditionally waiting for a delivery driver or service tech to arrive between broad time windows.

mceclip0.pngmceclip3.png 

Rating And Feedback

As a driver triggers the completion of a job, the Radaro live driver tracking URL then asks for the customer to provide feedback on their experience by way of a 5-star rating and free text comments fields. This enables real-time feedback and gives the manager the chance to respond to any dissatisfaction in a timely manner or reward service staff based on live feedback.

Radaro's 5-star rating can also rollover to a customizable NPS survey upon completion. You can find more information on NPS here.

mceclip4.pngmceclip1.png

Feedback Reminder texts can be set to send an alert to customers who do not complete the rollover customer satisfaction rating from the live tracking link an hour and 24 hours from the completion of the job by the driver.

Job Failure Notifications

Job Failure Notifications alert customers when their job has been failed from either the Management Portal or the Radaro Driver App.

The different variable components you can add to any SMS includes:

 {{ delivery_day_short }} - 1 July
{{ delivery_day_full }} - 1 July 2020
{{ delivery_interval }} - 10:28 AM - 12:28 PM
{{ queue }} - 123
{{ merchant }} - Merchant
{{ customer_name }} - Customer
{{ delivery_address }} - Address
{{time_interval}}
{{ order.eta }}.

 

If you are interested in learning more about Customer Notifications or how they can be integrated into your operations, contact your Radaro Account Manager or a member of the Radaro team at (03) 8548 1892 or by emailing support@radaro.com.

Was this article helpful?
2 out of 2 found this helpful