FarEye has launched a Delivery Experience Suite, ‘Delight’, which helps businesses increase their Delivery Happiness Score, a measure of customer satisfaction in the logistics space.
FarEye is a B2C logistics technology provider, with clients such as regional e-commerce site Noon.com, Walmart, DHL, and Amway.
In the face of volatile, accelerated change and rising customer demands, supply chain and logistics companies are under extreme pressure to maintain or improve current levels of performance. 66% of shoppers buy goods from one retailer in preference to another because of more appealing delivery services offered. With evolving customer expectations, an enhanced delivery experience that offers live tracking, personalisation, and customisation of deliveries becomes imperative. Delight helps companies in transforming customer engagement and experience.
Kushal Nahata, CEO & Co-founder, FarEye, said, “Delivery happiness score is a metric to measure the overall effectiveness of your deliveries. While more and more companies understand that providing a great customer experience is necessary for business growth, many have a long way to go, bringing all the parts together to make it a reality. The bottom line is that companies struggle to get a cohesive, holistic, outside-in view of their customers’ experience and that is where FarEye Delight bridges the gap.”
Among other features,
- Delight provides customers with a tracking link along with the estimated time of delivery offering them a real-time view of the courier. Once delivery is done, they receive a link for sharing instant feedback.
- Using the live tracking link of their parcel, customers can call or send text messages to the courier about preferred delivery requirements – for instance, leaving the parcel at the reception, dropping parcel with the neighbours, door-bell not working or any reason that is making the delivery stressful.
- Customers receive a message with the estimated time of arrival of their parcel, which also carries a link for rescheduling. With just a few clicks, customers can change the date, time and place of delivery.
- Consistent brand logo on all the touch points with the customer irrespective of the multiple partners involved in the parcel delivery cycle.