First and foremost, you must have a contact line for your business dedicated for the sake of communication with your clients. Clients must be able to at any time make inquiries, ask for updates or forward complaints to the company. You can choose to use a phone number or a short code, but whichever you use, it should be one that is very easy to remember. A client should be able to use SMS for the following:
- Ask about the due date for delivery of a package (either from the sender or the receiver)
- Ask about the status of the delivery, where the package is at the moment
- Ask about special offers or promos by the company
- Forward complaints about delivery issues, maybe failed delivery or delayed delivery
- Inquire about pricing for delivery to a particular place, and so on
At your base, you should have a system in place that monitors the messages sent by the clients and follow them up promptly. It is in this area of follow up that bulk SMS again comes in. You should have your registered bulk SMS account on which responses can be sent to those making the complaints or inquiries.
It is essential you have a phone number database of all your registered clients, and have those numbers saved in your bulk SMS account using the online phonebook. It will also be nice having them saved with the names of the clients, so that the responses made can be targeted to such ones. Also, addressing your clients by name gives them a sense of belonging and fosters relationship between both parties.
When you talk about one of the fastest means of communication today and at low cost, SMS readily comes to mind. With this provision, you can also make a haven of transparency exist in your courier business, where everyone can air their opinions, commendations and grievances, they can be effectively settled and the relationship wax stronger.
What do you feel about the use of SMS for inquiries, updates and complaints by clients of a courier service? Let us know using the comment box below.