Virtual Dispatch

The dispatch courier challenge of the customer experience

The customer experience, is a main focal point for most merchants. A positive customer experience is a goal requiring diligence, and a solid work ethic. Furthermore, a happy customer is most likely a repeat customer. And repeat customers, are the pursuit of any successful business. Likewise, a new customer with a positive customer experience, is more likely to be the repeat customer.

With this in mind, it is also possible for the courier to create a positive customer experience. This may sound counter intuitive. When considering that many deliveries have leave at the door instructions. In fact, it is rare to come into contact with a delivery customer. Before 2020 this wasn’t so. Fresh, hot food deliveries, were not placed at a door, and left unattended. There was customer engagement on every delivery. Exceptions meant the delivery went back to the merchant.

The Dispatch Courier Challenge

Furthermore, there is a growing list of merchants, using delivery services provided by a delivery app. Therefore, brand loyalty is not a common factor for the solo courier. For example, a Domino’s delivery driver will encounter Domino’s loyal customers. These customers have an expectation from the brand. Therefore, the courier will have a head start on a positive customer experience.

The solo courier has limited exposure to the delivery customer. On this site, the solo courier, is a courier using a delivery app. There is no brand, other than the delivery app brand. Therefore, creating a positive customer experience, should be a priority. This can be as simple as initiating contact with the delivery customer. This is possible, in most apps, after arrival at the pickup location.

The solo courier can offer updates, if there is a cargo delay. Additionally, the solo courier can make every effort to improve expected times. For example, shortcuts. When it is possible to actually save time, a shortcut is a useful tool. If the drop-off location feels surprised by the early arrival. So much the better. There is more than one way to provide a positive customer experience. Even with, limited customer contact.

The positive customer experience

There are several more ways the dispatch courier challenge can improve the customer experience. For example, the cargo placement on leave at the door deliveries. On a table, or chair, close to the door. This shows a regard for the integrity of the cargo. If none are available, leave at the door, but not directly in front of the door. If a customer knocks over a drink, opening their door, the customer experience is less positive.

Driveway etiquette is also a factor. There is no real need to access every driveway. Some driveways are extremely difficult to get into, and then out of. Sometimes it is far better to walk the cargo in. For example, when there are doubts as to whether the courier will be able to get the ride back out of the driveway. A short walk is a better way to a positive customer experience, than the alternative. Having to get a tow from a customer’s driveway, diminishes the positive customer experience.

These are some of the easier techniques to remember. Every courier has the opportunity to provide a positive customer experience. This is also one of the better ways to improve opportunities for better earnings. Stay safe out there.