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4 Ways ePOD Software Streamlines Your Inbound Customer Query Process

4 Ways ePOD Software Streamlines Your Inbound Customer Query Process

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4 Ways ePOD Software Streamlines Your Inbound Customer Query Process

Oct 1, 2021

Jim Endres
Women at shipping station with boxes

Customer expectations of delivery communications are higher than ever. Once an order is placed, they want to know exactly when their delivery will arrive and how any problems will be rectified if they arise. And crucially, waiting too long for this information is unacceptable. Failing to automate this communication could see a significant increase in inbound call volumes to your customer service team – making it difficult to manage or control. By reducing inbound call volumes and streamlining the customer query process you can:

  • Cut customer call wait times

  • Improve the customer delivery experience

  • Reduce workloads for your customer service staff

  • Free up staff to deal more quickly with complex enquiries

Implementing electronic proof of delivery (ePOD) software streamlines your inbound customer query process by automating customer communication and providing access to real-time data. Here’s how it could help your business:

1. Automate Customer Contact

With ePOD software, you can automate customer delivery notifications, such as SMS time slot reminders on the day of delivery or delivery confirmation emails. With clear and frequent communication, your customers directly receive all the information they require without needing to contact your office-based teams. These automated customer notifications reduce call volumes while improving the customer delivery experience.

2. Communicate Delays in Advance

Using the real-time data provided by ePOD software, your customer care teams can identify delivery problems immediately. In cases where these problems can’t be rectified in time, staff can proactively notify the customer. For example, if a vehicle breakdown means that a delivery will be delayed, then your team can contact the customer directly, rather than the customer making a “Where is my order?” (WISMO) call when the delivery doesn’t arrive.

3. Deliver Necessary Details to Drivers On-Site

Replacing delivery paperwork with an ePOD application ensures your drivers have access to all the necessary information, including any special instructions. This enables them to answer some customer queries while on-site. In addition, using an ePOD application creates a quicker, more professional on-site encounter.

4. Provide Real-Time Data for Customer Care Teams

With paper-based systems, customer care teams are often unaware of any delivery issues until the driver returns to the office or a customer calls to complain about the issue. With ePOD software, office-based staff have real-time access to all the necessary data so can better deal with incoming queries. Access to full delivery details, including any photographs, means that calls are quicker and more efficient - reducing wait times and improving the customer experience.

Aptean Proof of Delivery software can help you streamline processes and improve customer service across any mobile workforce operation. Get in touch and discover how, now.

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