Keeping customers informed about delivery status boosts successful last-mile delivery. The key is balancing helpful updates with avoiding spam, and re-communicating revised timelines when delays happen internally.
The more informed the customer is when the delivery is coming, uh, the better the chances are that it will get delivered, right?
Uh, Aisha is asking, what role does customer communication play in reducing failed last mile delivery? I think someone mentioned that already.
Yeah, I think Jaspreet already mentioned that having that slot communication or that visibility based on predictability on when the rider is being dispatched for the customer Can really help. And I completely align with this in terms of customer communication. The more informed the customer is when the delivery is coming, the better the chances are that it'll get delivered, right? The more informed you can keep the customer, but this is a very tricky line, right? There is keeping them well-informed and then there's spamming. So you need to draw that line and as to communicate with the customer and understand what the expectation is, how well-informed they want to be and also what the message entails. The customer is more interested when the order will be delivered. So redefining or re-predicting delivery timelines whenever there is an internal delay to re-communicate the expected delivery timeline, that's more important for the customer. But it definitely adds value for the customer and improves your success rate at the end, last week.
