Consumers now more than ever have options. Where to buy from? Which product to buy? Online or in-store? Next day or five-day delivery? Which courier should I use? With the volume of parcel’s being shipped higher than ever before and large carrier’s taking a large chunk of that, companies are having to focus more on the quality of service being offered. But is it possible to provide quality when going up against so much quantity. Well, yes, according to Alison Coleman who writes “Nevertheless, for SMEs that have convenience, cost, choice and a great customer experience built into their delivery and returns strategy, competing in this sector is entirely possible.”
But how to build in a great customer experience when, as the image above shows, customers are moving more towards online shopping and delivery for their purchase? When thinking of customer service in the parcel industry images are often conjured of people screaming down a phone to an innocent call center employee who has no more information than you do. Similarly, those wishing to gain more data on their delivery through online portals such as Twitter are merely relaying information to someone who has no real answers for them. As noted by Coleman the key is in transparency of service.
“According to Karl Wills, chief executive of home-parcel box Pelipod, internet of things technology will enable smaller firms to turn the tables”
As with an ever increasing number of sectors the key in providing great customer service and transparency lies in IoT (Internet of Things) technology. Parcelive is the first and only IoT device to offer live parcel tracking as a service. What better way to create a great relationship between sender and receiver than removing the sender from the equation and creating a direct relationship between the receiver and their very parcel?
Nothing upsets a consumer more than spending their valued time and money on the phone to a call centre. Because Parcelive is inserted into the customer’s specific parcel they not only enjoy all of the benefits of live parcel tracking, but also the benefits of having their very own customer service agent inside their parcel. The only way to have a better look on your specific order would be by sitting inside it yourself.
By giving the consumer the power to answer their own questions Parcelive solves a pain not only for the receiver but also the sender, saving time and money for both while creating an improved consumer experience. Would SME’s not have an additional competitive advantage by giving their customer’s the true transparency they desire?
To offer live parcel trackin as a service to your customers
Hanhaa enables an Internet of Things framework that solves a real world pain while remaining accessible to anyone and everyone. Our role is to remove the technology from the conversation and just deliver the answers our customers are looking for.
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