Shoppers prefer text messages more than twice as much over email for receiving urgent communications, like issues with their orders. If there is a change in product availability, customers should be notified as soon as possible via a text, SMS, or push notifications.
To move sitting inventory more efficiently, you can enable sales associates to communicate with the customers in real-time to offer alternatives for items that may not be in stock. With a customer’s consent, they can begin two-way communications with customers so the customer can choose alternate products for out of stock situations, and even cancel or reschedule if necessary.
Real-time updates on the status of an order, including delays or a change in availability, should be sent for customers to immediately see from their smartphones. Grocery delivery giant Instacart, which operates in the US and Canada serving hundreds of thousands of customers, saw a 500 percent jump in order volume when the pandemic struck. They use SMS notifications to manage their order confirmations, delivery ETA messages, customer satisfaction surveys, and employee shift alerts.
Most critical to their hour-or-less delivery promise is the speed with which Instacart can dispatch orders to shoppers. Using masked numbers, Instacart shoppers can contact customers directly and in real-time, via the app, website, SMS, or into a chat by responding to a notification. Customers can modify their carts before check-out, and if an item is out of stock Instacart shoppers can offer them an alternative product. Quality can be a particular challenge when relying on a virtual workforce, so Instacart sends a customer’s review to the in-store shopper responsible for their particular order.
Depending on the nature of the product, items like perishable goods require faster fulfillment and these orders can be more time-sensitive. To ensure delivery satisfaction, store associates need to be tightly coordinated to fulfill the orders without any delays––this is something brands can effectively manage their teams with real-time updates and notifications sent via text/SMS or push notifications.