previous icon Back to blog
Sep 05, 2022
5 minutes read

How the Logistics Industry Can Benefit From the WhatsApp Business Solution

In this series of sector-related tips for the WhatsApp Business API, we're diving into the possibilities of WhatsApp for the Logistics sector. How can you benefit from the WhatsApp Business solution to reduce pressure on customer care while optimising the customer journey?

Repeatedly answering similar questions can be quite a time-consuming hassle. In the Logistics sector, it isn't hard to imagine how standardised messages – think of questions about rescheduling delivery or lost parcels - can reduce pressure on customer care. Wouldn't it be easier if questions were answered before they were asked? And that recurring incoming questions are answered for you?

The WhatsApp Business Platform has a way to make things a bit easier on your customer care centre.

How? With Message Templates

Message Templates are pre-approved messages that can be sent in both inbound and outbound communication with your customers. These messages can be used to send notifications to those customers with an active opt-in to receive timely notification from your business or to help you send quick replies whenever a consumer contacts your support desk via WhatsApp.

Personalised Messages Using Placeholders

Whatever the use case, these messages need to be valuable, informative and relevant. This means personalisation is key. To personalise the message, you can use the numbered placeholders {x}. You can fill each of those placeholders with letters, digits, special characters and spaces. Sounds abstract? This is best explained with an example. We'll give you some examples of how these Message Templates can optimise customer care in the Logistics sector.

Proactive Delivery Information: Provide Answers in Advance

The best way to prevent getting overloaded with questions is by providing the answer in advance. Consumers nowadays expect to have at least some indication of when their parcel will be delivered. So why not send them a time frame in which they can expect a ringing doorbell? To ensure the chances your customer is prepared (read: at home), you want to make sure this message is read. Therefore, email and its low open rate won't suffice. With WhatsApp, you're sure your message stands out.

"Good morning {1}, your parcel will be delivered today. We'll send you another message once the driver is on his way, and we know at what time you can expect him."

Moreover, your customers can easily reply in case necessary. For example, when your customers know they're not home, if the parcel isn't delivered, or when you offer the possibility to select a different time frame. The WhatsApp Business API allows you to set up an automated message flow.

"Hi! I'm on my way with your parcel. I expect to be there between {1} and {2} hours. Are you not at home? Type 'NOT HOME', and I will take it to the closest pickup point instead."

"Not home."

"No problem. You can pick up your parcel at the parcel shop closest to you {1} from {2} hours. Have a nice day."

Unfortunately, we all know things can still go wrong when you're handling large amounts of parcels each day. No matter how well your planning is done, it may still occur that packages aren't delivered as scheduled. And yes, customers may start to complain. And just like at the beginning of the process, providing accurate information will help you ease your customer's troubled mind. A chat within the WhatsApp Business API can do just that.

"My parcel was said to be delivered today, but even though I was home, I saw nothing. And I need this product this weekend."

"Oh, I'm so sorry to hear that. Can you give me your order number, please? I will look into it immediately."

"1234556788"

"Ah, you're right. I can see your order {1} was supposed to be delivered today. According to the system, another attempt will be made {2}. If you're not home, the parcel will be delivered at the nearest pickup point, {3}."

For issues that require more in-depth digging, or when the customer continues to ask questions, a smart Customer Contact tool will inform your employees that their involvement in this issue is needed. And because you can already handle a big part of incoming questions with preset templates, the waiting time will be reduced to a minimum.

Delivery service 'Red je Pakketje' is an innovative player within the logistics sector, putting the consumer first by communicating proactively. Learn more about Red je Pakketje in this Customer Success Story.

Custom Message Templates

These were just a few of the many examples of how you can use the WhatsApp Business API Message Templates to inform customers of an improved customer experience actively. WhatsApp and your WhatsApp Business API distributor may provide you with Message Templates, or you can request your own. WhatsApp and your Authorised Distributor do approval of Message Templates for the WhatsApp Business solution.

Important to note is that you will need an active opt-in from your customer to receive specified information for outbound use of these Templates. Otherwise, they may be used only in the customer care window initiated by the customer. Suppose the customer has any questions after receiving your notifications. In that case, he or she can ask for more information by simply replying to your message, opening up such a customer care window in which you can communicate freely. Besides using Message Templates, you can also have a spontaneous chat, where you can type your messages with rich media in response to a customer-initiated conversation.

Are you ready to take your customer care to a higher level? Request a WhatsApp Business account today and find out the many other possibilities it holds for your business.

Was this article interesting?
Share it!
CM.com
connects tens of thousands of companies with millions of consumers via their mobile phone each day. Behind the scenes, from our innovative platform, CM.com makes sure companies can use these millions of messages, phone calls and payments to become part of people’s lives.

Latest articles

WhatsApp Pay
Feb 26, 2024 • WhatsApp

Rich, flexible, and functional interactions with WhatsApp Flows

The WhatsApp Business Platform is adding another new and exciting feature to its repertoire: WhatsApp Flows. What is it and what can your business do with it? Let's take a look!

WhatsApp vs Facebook Messenger
Feb 12, 2024 • Instant Messaging

WhatsApp vs Facebook Messenger: Which messaging channel is best for what?

WhatsApp and Facebook Messenger are both established messaging channels for customer engagement, but what are the differences? Lets look at what the advantages are of each channel and which situations call for which channel. Let's dive in.

drive-engagement-and-convert-your-conversations-with-whatsapp-carousel
Feb 05, 2024 • WhatsApp

Drive engagement and convert your conversations with WhatsApp Carousel

Are you talking to your customers on WhatsApp? You really should! WhatsApp Business Platform, the business communication platform of one of the most popular messaging channels in the world today, has a wide selection of powerful engagement tools to enhance customer communication and boost sales. And they've added another innovative feature under their belt: WhatsApp Carousel.

Ads That Click to WhatsApp
Feb 05, 2024 • Marketing

Ads that click to WhatsApp: What are they and what are the benefits?

Successful marketing means creating personal and conversational experiences for your customers. And what better place to meaningfully connect to your customers than on their favourite social media channels such as Facebook, Instagram and WhatsApp? With ads that click to WhatsApp, aka click-to-chat WhatsApp ads, you can offer your customers the direct and personal engagement that they crave.

WhatsApp vs SMS: A Comparison For Businesses
Jan 19, 2024 • SMS

WhatsApp vs SMS: A comparison for businesses

WhatsApp and SMS are both immensely popular messaging channels. Both have their own unique traits, use cases, and added business value. We can all acknowledge this, but what exactly are the differences between them? What are the similarities? And more importantly, which one will add the most value to your business? In this blog we'll dive into the world of WhatsApp vs SMS and the benefits of both.

customer service research about channels and phone
Jan 15, 2024 • Mobile Service Cloud

What are the most effective customer service channels?

Today's diverse array of communication channels encourages customers to naturally gravitate towards their preferred social platforms and anticipate brands to be readily accessible across these channels. Rarely will customers go out of their way to switch between channels just to reach you; instead, they are likely to opt for a brand that not only provides the desired product but also ensures excellent customer service (on the channel they like most). How easily can your customers reach you via their preferred channel?

digitalizacion-administracion-publica-y-educacion
Jan 12, 2024 • Customer Experience

Experience Elevation: Customer engagement tech trends 2024

As we approach 2024, the ever-evolving landscape of technology continues to shape how customers connect, consume and communicate with businesses. Forrester even predicts customer experience (CX) will improve for the first time in three years, meaning 2024 will be a pivotal year for engagement with every touchpoint becoming a make-or-break opportunity in the customer journey.

whatsapp-business-girl-on-phone
Jan 12, 2024 • Mobile Service Cloud

WhatsApp Business: Making customer service enquiries simple

WhatsApp has experienced over 60% growth year-on-year as a customer service channel. It’s growing fast, but what are the benefits of using WhatsApp Business for customer service? How can customer service agents manage the increasing inbound enquiries via WhatsApp? In this blog, we'll discuss why WhatsApp Business benefits customer service and how to efficiently handle incoming messages with CM.com's Mobile Service Cloud.

The Software Debate: CPaaS vs Saas
Oct 31, 2023 • Messaging

Boost Black Friday Sales with WhatsApp, Instagram and Facebook Business Messaging

Black Friday remains a highly anticipated shopping event, having witnessed a 3.5% global increase in online sales, reaching an impressive $65.3 billion in 2022. In light of this, businesses, both large and small, are in fierce competition for maximum visibility. Nevertheless, this task is anything but simple. Retailers find themselves grappling with the need to stand out, contend with steep advertising costs, and meet the ever-rising expectations of consumers.

Is this region a better fit for you?
Go
close icon