July 7, 2025
Customer expectations are rising. This is the case across the board. Yet it is especially felt by those offering delivery services.
In a world of real-time tracking and next-day delivery, speed alone isn’t enough. That is seen as standard these days. No, to stay ahead of the competition, delivery fleets must go beyond fast service. They require reliable, customer-friendly experiences at every touchpoint.
So, how do you take your delivery fleet’s customer service to the next level? Here are four proven ways to achieve this goal, without needing to overhaul your entire operation.
Aside from their items getting lost, little else frustrates customers more than vague or missed delivery windows. How do you correct this issue? You can supply precise, real-time updates on vehicle locations and estimated arrival times with one solution: telematics.
That’s only the start of the benefits of telematics. The added visibility it delivers means your customers can plan their day better. It also reduces the number of those annoying, “Where’s my parcel?” calls to your team. Additionally, telematics enables your business to react quickly to delays caused by the likes of traffic and road closures.
With telematics at the forefront of your operations, it instantly leads to a more professional, dependable service.
It’s true: your drivers don’t work behind a customer service desk. However, even though it’s not a traditional setup, they’re often the only face-to-face contact a customer has with your business. That shouldn’t be overlooked.
In fact, it makes their role just as important when it comes to shaping the customer experience.
Polite greetings. Wearing clean uniforms. Guaranteeing parcels arrive in good condition. Your drivers don’t have to push the boat out. All it takes is some simple habits to cultivate a more positive impression.
Brief training on conflict resolution or how to handle unexpected issues can also make a significant difference.
Customers desire convenience. One way to achieve that convenience is by making your business easy to reach across different communication channels. Phone, email, chat, even social media, the more channels you have open, the fewer issues customers will have getting in touch.
Although when doing this, make sure your communication systems are integrated so staff can easily access delivery updates and driver locations in one place. This not only reduces call handling times, but it also results in accurate responses every time.
Does your business operate across multiple locations or regions? Consider cloud telecom solutions which support centralised customer service while retaining flexibility for mobile teams.
The more control you give customers over their delivery, the better their overall experience. That’s why you should give them delivery options, such as:
Doing this shows you value their time and preferences. Fortunately, many delivery software platforms include self-service portals where customers can manage their orders without needing to speak to support. Integrate this with your fleet, and it means your customer-facing tools reflect real-time info.