Your customer isn’t home. The package is returned, or it ends up somewhere no one expects it to be. You get the notification, because the carrier is just an abstract entity to the customer, whereas your online store isn’t.
It's not a delivery issue
Spryng surveyed 1,000 Dutch people. 46 percent missed a package delivery or service appointment in the past two years. Among Gen Z, that figure is 70 percent; among millennials, 59 percent. And here’s the statistic that turns the story on its head: 95 percent say a reminder beforehand would have prevented it.
So nothing went wrong with the logistics. Something went wrong with the communication surrounding it. More than half of those surveyed—52 percent—wouldn’t even recommend a company if they didn’t receive a message at least 24 hours in advance.
On the channel of the customer's choice
There’s no single channel that works for everyone. 66 percent prefer text messages, 64 percent prefer email, and 41 percent prefer WhatsApp. If you only use email, you’re missing out on a large group. And it’s not just about the message, but what it says: 83 percent of Gen Z feels less stressed when given a specific time slot rather than “sometime today.” Thirty-six percent consider a one-hour time window realistic; for 30 percent, two hours is still acceptable.
So this doesn’t call for just one extra email, but for communication that adapts to the customer’s preferences. And for someone who’s ready to step in the moment that message leads to a question.
And it's getting busier, not quieter
In August, PostNL announced plans to expand the number of package lockers from approximately 1,800 to 7,500 by 2031, and is actively promoting in-store pickup during the checkout process. At Zeeman, the share of in-store pickups shot up from 13 to 37 percent as soon as it became the default option. More decision points at checkout mean more questions afterward: Where is it located? Until when? And can someone else pick it up?
Automate the reporting; have a person handle the hassle
MisterChat takes over all or part of your customer service, with real chat experts available 24/6.
Sending a time slot or a reminder should be an automated message. You don’t need a human for that, and the customer doesn’t want a phone call either. But as soon as something goes wrong—and it will—that same customer doesn’t want an automated menu; they want someone to fix it.
That’s how we work. Technology handles the routine tasks via chat, email, WhatsApp, and phone, while our customer service professionals step in when something is truly at stake—all in your tone of voice, without you having to hire a team for it.
A missed delivery doesn’t just cost you one package. It costs you the next order. And that’s exactly the kind of situation you can prevent with a simple message sent in advance.
From outsourcing to strengthening—that’s MisterChat
At MisterChat, we don’t take over your customer interactions—we enhance them.
We ensure your business is always accessible, without you losing control.
- Available from 6:00 a.m. to midnight
- Multilingual customer service (NL, EN, ES, and more)
- Real people, no bots
- Seamless integration with your systems
- Reports, dashboards, and insights into every conversation
Whether it’s customer service, lead follow-up, after-sales support, or chat support—MisterChat is your professional extension.
You stay in control; we ensure continuity, speed, and satisfied customers.
Ready to organize customer interactions more effectively?
Contact MisterChat and discover how we can help your business grow with service that remains human and results that are measurable.
MisterChat – Your brand. Your customer. Our service.