Automated SMS delivery alerts – improving customer service

SMS Automation

Discover how to improve customer service by automating text message delivery alerts

Order statuses are one of the most important aspects of customer service in this eCommerce era. Customers like to know exactly where their purchases are and when they are going to be delivered. Companies that keep them informed with details of despatch, which courier service and a delivery date, create goodwill and often reap the rewards of repeat purchases.

With orders coming in from a wide variety of channels, from telesales to online marketplaces, being able to manage the delivery of ordered products can be a time-consuming process. It is expected, in this day and age, that the customer is sent an order acknowledgement and informed of a delivery date and time when an order has been placed. However, manually processing delivery orders takes up valuable time and resources.

Automate delivery notifications in real-time

Once an order has been placed, the next obvious step is to confirm that the order has been processed and despatched. An automated SMS solution can dynamically monitor your software, whether eCommerce, CRM or ERP system, and automatically send an SMS alert to customers saying, ‘Your order is being processed’, followed by, ‘Your order has been shipped’. This notification could include the ETA for the delivery of the goods and an associated reference number.

Generate internal alerts for external delivery updates

An automated solution can also integrate with external delivery network systems to retrieve information, such as delivery statuses or proof of delivery, and push that data into a sales system. Using that data, text messages can be automatically sent to customers providing them with a link to a courier’s website enabling them to track the delivery. Additionally, the solution can automatically generate internal SMS to account managers informing them of recent delivery statuses to key customers.

Extending communications to improve CRM

Once the delivery has been made and confirmed, an automated SMS solution can retrieve that information and automatically generate a follow up text message to the customer, such as an ‘Order Completed’ notification. The text message can also initiate a feedback campaign or promote additional products and services. This further enhances CRM and enables you to explore new opportunities.

For more information on how to automate SMS delivery alerts, download the brochure below, call +44(0) 330 998 0022 or email

ToucanText SMS Automation

ToucanText SMS Automation is a unique software suite that enables organisations to dynamically integrate SMS with existing systems to automate alerts, order confirmations, marketing and surveys, directly from business software, 24/7, 365 days a year.

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