Your customer isn’t home. The package is returned, or it ends up somewhere no one expects it to be. You receive the notification, because the carrier is just an abstract entity to the customer, whereas your online store isn’t.<\/p>\n\n\n\n
It\u2019s not a delivery problem<\/strong><\/strong><\/p>\n\n\n\n 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\u2019s the statistic that turns the story on its head: 95 percent say that a reminder beforehand would have prevented it.<\/p>\n\n\n\n So nothing went wrong with the logistics. Something went wrong with the communication surrounding it. More than half of those surveyed\u201452 percent\u2014wouldn\u2019t even recommend a company if they didn\u2019t receive a notification at least 24 hours in advance.<\/p>\n\n\n\n Through the channel the customer chooses<\/strong><\/strong><\/strong><\/p>\n\n\n\n There\u2019s 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\u2019re missing out on a large group. And it\u2019s not just about the message itself, but what it says: 83 percent of Gen Z feels less stressed when given a specific time frame rather than \u201csometime today.\u201d Thirty-six percent consider a one-hour time frame realistic; two hours is still acceptable to 30 percent.<\/p>\n\n\n\n So this doesn\u2019t just call for one extra email, but for communication that adapts to the customer\u2019s preferences. And for someone who\u2019s ready to step in the moment that message leads to a question. <\/p>\n\n\n\n And it’s getting busier, not quieter<\/strong><\/strong><\/strong><\/p>\n\n\n\n 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 jumped from 13 to 37 percent as soon as it became the default option. More decision points during checkout mean more questions afterward: Where is it located? Until when? And can someone else pick it up?<\/p>\n\n\n\n Automate the reporting; have a person handle the hassle<\/strong><\/strong><\/p>\n\n\n\n Sending a time slot or a reminder should be an automated message. You don\u2019t need a person for that, and the customer doesn\u2019t want a phone call either. But as soon as something goes wrong\u2014and it will\u2014that same customer doesn\u2019t want an automated menu; they want someone to take care of it.<\/p>\n\n\n\n This is how we work. The technology handles the routine tasks via chat, email, WhatsApp, and phone, and 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 to do it.<\/p>\n\n\n\n A missed delivery doesn’t just cost you one package. It costs you your next order. And that’s exactly the kind of thing you can easily prevent by sending a message in advance.<\/p>\n\n\n\n MisterChat \u2013 Your brand. Your customer. Our service.<\/strong><\/p>\n\n\n\n <\/p>\n","protected":false},"excerpt":{"rendered":" Your customer isn’t home. The package is returned, or it ends up somewhere no one expects it to be. You receive the notification, because the carrier is just an abstract entity to the customer, whereas your online store isn’t. It\u2019s not a delivery problem Spryng surveyed 1,000 Dutch people. 46 percent missed a package delivery […]<\/p>\n","protected":false},"author":15,"featured_media":7679,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-7686","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-geen-onderdeel-van-een-categorie"],"acf":[],"yoast_head":"\n