- Improving customer experience with mobile messaging
- 1. Streamlines communication between business and customer
- 2. Puts your customers first, boosting satisfaction and overall experience
- 3. Enhances internal productivity
- How to use mobile messaging in transportation
- Mobile messaging: A crucial communication tool for the transport sector
To meet customer and supplier expectations, transport and logistics companies must prioritise communication. It’s about keeping stakeholders informed throughout the supply chain and making it easy for them to access the right information at the right time.
Mobile messaging channels, like SMS, WhatsApp and RCS, offer a quick, easy and reliable way for transport and logistics companies to communicate with the relevant stakeholders.
Here are some of the key benefits of mobile messaging and how it can improve customer experience in transport and logistics.
Improving customer experience with mobile messaging
- Streamlines communication between business and customer
- Puts your customers first, boosting satisfaction and overall experience
- Enhances internal productivity
1. Streamlines communication between business and customer
With open rates as high as 99% and response rates of up to 60%, text messages aren’t easily missed. That reason alone makes the likes of SMS, RCS and WhatsApp ideal channels to send quick updates like delivery dates/times, stock status, changes to drop off/pick up schedules, new jobs and more.
Take these updates to the next level when you incorporate rich messaging features.
- With SMS, send links to branded, personalised landing pages. Not only can you customise the URL, but you can add CTA buttons, images, videos and more.
- With WhatsApp and RCS, the ability to send media-rich notifications is built into the channels. Benefit from branded business profiles, two-way chats, read receipts, the ability to send interactive media and more. With WhatsApp Business Platform, you even gain the chance to become an Official Business Account (accounts with a green verified tick).
2. Puts your customers first, boosting satisfaction and overall experience
With 91% of the world owning a mobile phone (and 86% of this figure owning a smartphone), mobile messaging channels are one of the most convenient communication channels. So, whether you use mobile messaging to send simple alerts, rich and interactive notifications or have two-way conversations, you’re meeting your customers where they already are.
This improves their overall experience and increases retention rate.
3. Enhances internal productivity
Automations can handle repetitive tasks, free up internal resources and improve productivity. Here are some examples:
- Chatbot – these bots can service frequently asked questions and give your customer service team time back to focus on the issues that really require their attention.
- System integrations – if your back office systems are integrated with your messaging solution, customers and suppliers can automatically receive relevant updates via mobile messages. For instance, if a customer has signed up to receive back-in-stock alerts when a specific item comes back in stock, they can automatically receive an update via SMS, RCS, or WhatsApp.
- Mobile journeys – if there’s a specific action you would like customers to take, you can set up a specific ‘journey’ for them to go on via their mobile. For example, if a supplier needs to review a contract or itemised bill, send a mobile letter that can be downloaded securely from a web portal. As it’s sent via a mobile channel, they can access it even when on the go. Perfect for customers who might need to work remotely or on-site.
How to use mobile messaging in transportation
Here are some of the top ways mobile messaging can be used for the transport sector.
- Reminders – remind customers of upcoming deliveries and orders.
- Updates – update customers of changes to deliveries, orders etc or updates to customer enquiries.
- Confirmations – confirm pick-up/drop-off times and locations, deliveries etc.
- Internal – alert employees of rota changes, shift swaps, cancelled jobs or traffic updates that may impact travel.
- Promotions – send personalised promotions to drive sales and loyalty.
Mobile messaging: A crucial communication tool for the transport sector
From providing real-time updates and reminders to personalised campaigns, mobile messaging can help transport companies improve the overall customer experience. Not only can you take advantage of the unbeatable open and conversion rates, but you will also connect with customers on their preferred channel(s).
To learn more about how to use mobile messaging to put your customers first, download our eBook below. We cover the top ways SMS, RCS and WhatsApp can be used for transport and logistics, and how you can get started.