Improving client communications in logistics

Jan 13, 2021

We explore how reducing missed pick-ups/deliveries can be done and how to get started



In our previous article, we discussed how technology can help logistics companies to improve their internal communications. We looked at how using systems that the company’s staff and partners are already accustomed to can help increase adoption and automation, and how chatbots can be integrated into a modern internal communication system.

Today we’ll look at the other side of the coin: communication between logistics companies and their customers.

Missed connections

Logistics companies have a problem. Well, they have many, but this is one of them: every time they go to pick up or deliver an item, and they fail to meet up with the sender/receiver, they waste time and money.

Naturally, both senders and receivers have an interest in getting their packages and aren’t missing the meetups on purpose, but there are a variety of factors that can affect the process. Most of these can be summarized into two main categories: either the sender/receiver doesn’t know the courier is coming or the courier cannot find the location.

Both problems could be solved with proper communication, however, the reality is that messages are often missed. Logistic companies often have tracking websites and send notifications via email or (less often) via SMS, but these only work if the customer actually sees them. Occasionally drivers also call the clients, but it only happens just before arriving, when it is already too late to arrange a meeting.


Building a better system

To create a more efficient system, logistics companies need to find a way to notify people using something that is always with them and is already being checked regularly. Something like… a messaging app.

Unlike SMS, it would give the user the possibility to have a two-way interaction with the company without incurring any additional costs, it would work better than a phone call as the communication is asynchronous and does not require the user to be available at that very moment, and it has the added benefit of being compatible with chatbots.

Chatbots can be the key to successful communication. They never get tired, work 24/7, and are great at obtaining and sharing information with both humans and computer systems. A single chatbot could easily take over most of a logistics company’s communication needs; coordinating deliveries and pickups, helping drivers find the right locations, and much, much more.

Some companies like UPS have already embraced them and have seen great success. However, to reap the full benefits of such a system it is important to design it well, to fit the unique structure and systems of each company. To help you get started we have put together a great team of experts that will be more than happy to analyze your company and identify opportunities. You can reach out to them by using the link below.