Introduction:
In a fast-paced digital economy, the expectations of the customers around delivery are higher. Businesses are fighting to meet the demands of easy, hassle free and timely delivery. A logistic provider business especially demands managing last-minute delivery. One of the most challenging facts is the risk of missing customer calls- it might sound simple yet can result in failed deliveries, frustrated customers, and wasted operational resources.
This needs a simple and efficient solution, like the IVR service solutions that can automate call management technology that intelligently directs and handles calls between drivers, customers and support teams. The IVR service provider are helping businesses in transforming the last-mile operations function, dramatically reducing communication breakdowns, optimise delivery
The cost of missed calls delivery calls and how to manage it:
Missed delivery calls are more than just an inconvenience; they are substantial operational and financial burden that may cost to a business. According to a study in Capgemini, last mile delivery accounts for 41% of total supply chain costs, out of which a large portion of this can be attributed to failed delivery attempts due to various reasons. When a customer does not answer a call or the agent fails to reach the customer, the delivery often fails.
Each failed delivery can cost the logistic provider a minimal charge; but with multiple failures, the cost of deliveries goes higher and the loss is tremendous. For startups and small/ medium scale businesses, it is a terrible loss. It also effects the branding value and market image of a business, despite the business making every possible way to minimise such issues. This is where a IVR service provider in India can take a lead in streamlining operations, reducing costs and enhancing service quality, that tackles missed delivery calls.
The role of IVR in last mile delivery:
- IVR service provider are the saviours of businesses that can help a them in saving money, time and gaining more profit. A IVR service provider in India have various plans and features that a business can choose from. IVR systems automates the call-handling process. In place of demanding on human operators to route calls and relay messages, IVR uses a pre-recorded voice prompts and keypad inputs to direct customers and rivers to the right sources or information. IVR service provider can guide a business in how to intelligently route calls from delivery agents to customers, confirm delivery windows, offer real-time updates and escalate issues as needed.
- One of the key advantages of IVR is smart automated routing, this means directing the calls based on data such as delivery time, customer priority, geographical region and language preferences. If a driver is on the room and needs to communicate with the customer, the solution can prioritise the location based on location, availability, and urgency. If a customer calls back, the system can recognise their numbers, provide updates automatically and route the call directly to the assigned driver or customer support. It reduces unnecessary delays and also coordinates well with the customers. A customer too can call back, the system can recognise the numbers and provide updates automatically. It is designed to significantly reduce the likelihood of missed calls or miscommunication.
- IVR system helps in reducing the need to juggle multiple calls or manually coordinate schedules while on the road. The system can automatically inform the customer when the driver is nearby or when the delivery is delayed. This decreases idle time and improves overall delivery efficiency. It enhances delivery experience by offering proactive communication. IVR service provider in India may also allow a business to offer rescheduling of deliveries or provide special instructions without speaking to a live agent. At an operational level, IVR service provider can offer invaluable data analytics to the business. A manager can track how many calls were routed, missed, average call duration etc. This data can be used to optimise the delivery windows, asses driver performance and improve overall workflow design.
Conclusion:
Reducing missed delivery calls needs strategic imperative solutions. IVR solution offers a powerful way to ensure timely, accurate and proactive interaction between drivers and customers. As the solution reduces human/ manual engagements, it prevents costly delivery failures that can hinder customer satisfaction. It is an absolute competitive advantage in the age of real-time and instant commerce.
