Unlocking the Power of WhatsApp API in the Delivery Industry
McKinsey & Company predicts that by 2030, the volume of last-mile deliveries in cities will increase by 78%.
Efficient delivery can significantly bolster productivity. In China, a mature e-commerce system has fostered a large-scale logistics and distribution network. There are courier service providers like SF Express and China Post that provide point-to-point express delivery services, as well as integrated express logistics service platforms like Cainiao. Robust logistics support and prompt delivery notifications have ushered in convenient express delivery experiences for domestic users, underscoring the pivotal role of exceptional delivery services in enhancing the overall service quality of express delivery companies.
However, for enterprises involved in international express delivery, the logistics environment in different countries is complex and the express delivery business involves many processes. In some regions, the information system and infrastructure are still not well-developed, posing challenges for outbound express delivery businesses.
In Middle Eastern countries such as Saudi Arabia, Iraq, and Yemen, for historical and cultural reasons, detailed addresses like house numbers are not commonly used. This creates obstacles for warehousing and express delivery, as the problem of the “last mile” in express delivery remains unsolved. This negatively affects customer experience and company efficiency and also reduces the rate of successful deliveries to customers.
Whether it’s tracking goods, coordinating deliveries, or communicating with recipients, WhatsApp, a communication software with 2.4 billion global users, can achieve seamless real-time updates between all parties.
YCloud has developed rich product capabilities based on the WhatsApp API, including comprehensive API interfaces, bots, and inbox workstations, and has packaged a complete express delivery solution based on pain points in the industry. This means that express delivery companies can quickly build their own business processes based on WhatsApp, fully utilize the convenience of instant messaging, and enhance their operational efficiency and industry competitiveness.
How can WhatsApp API adapt to the express delivery industry?
Customer service is an important component of the express delivery business. According to a report by Khoros, 83% of consumers say that customer service is a key factor in their brand loyalty.
01 Order Confirmation (COD)/Address Confirmation
In many countries and regions where there is a lack of a unified online payment system and trust infrastructure, cash on delivery (COD) remains the mainstream shopping method. Through WhatsApp, merchants and express delivery companies can send order confirmations earlier, and use the convenience of WhatsApp interactions (button options) to confirm customers’ true intentions to receive goods and their delivery addresses in advance, reducing unnecessary losses of goods and delivery personnel.
02 Express Logistics Notifications
After customers place orders, express delivery companies can inform customers of the logistics status of their goods in a timely manner through WhatsApp, including delivery time, status updates, estimated arrival dates, etc. This effectively enhances the overall customer experience and significantly improves the trust relationship between merchants/express delivery companies and customers.
03 Customer Inquiry of Express Delivery Status
After customers place orders, they are often eager to receive their goods and may frequently communicate with the express delivery company to inquire about the delivery status. This leads to a large number of telephone inquiries and personnel costs.
Companies can set up a WhatsApp chatbot in their business accounts using the WhatsApp API, allowing customers to send their tracking numbers or order numbers to the chatbot to inquire about the current status and location of their goods.
The chatbot will automatically query the status of the goods and reply to the customer, providing the current location of the goods, the estimated arrival time, and any other relevant information. This reduces customer inquiries via phone and email and improves customer satisfaction.
YCloud has already launched this feature, for more details, please contact us.
04 Book a Delivery Slot
Express delivery companies can use the WhatsApp API to send delivery time appointment links to customers. Customers can use the link to choose a delivery time that suits them or make special delivery requests, such as delivering at a specific time or placing the goods in a designated location. This increases customer flexibility and reduces delivery issues caused by delayed information transmission.
05 Accurate Location of Delivery Address
Logistics companies can request customers to send their addresses via WhatsApp and use WhatsApp’s location sharing feature. Customers can directly select their precise location on the map. This helps reduce misdelivery caused by address confusion and improves the accuracy of goods delivery.
06 Self-collection at Delivery Point
Customers can choose between home delivery or picking up parcels at delivery points, and the delivery points can be sent to customers via WhatsApp. Couriers can directly deliver packages to the nearest pickup point, and users can arrange pickup times by themselves.
07 Customer Support
If complex issues arise during the delivery process, they can be transferred to human customer service. Users can select human services from the main menu of the company’s WhatsApp account. Customer service can view the conversation history before and after human intervention, and quickly respond to user questions.
YCloud’s powerful product tools fully unleash the value of WhatsApp, empowering enterprises to strengthen connections with customers, achieve faster response times, provide better customer service, and maintain a competitive advantage in the industry. This digital transformation not only enhances consumer experiences but also significantly improves company profits.
To enable WhatsApp API for your express delivery business, please contact us.