Keeping in touch with customers during the order life cycle with SMS Notifications

Published: Thursday 25 November 2021

Keeping in touch with customers during the order life cycle with SMS Notifications

One of the perennial challenges for florists accepting orders online is keeping the customer in the loop for the order life cycle from ordering to delivery.

To get far more customer satisfaction and reduce the calls “has my order left / been delivery etc” we’ve created a series of new customer notifications via SMS and email.

We have extended the notifications available so you can now set automated SMS & Email Notifications at specific events in the ordering and delivery process and the notifications can be customized for in-store pickup and delivery.

Depending on how you manage your order workflow, the dashboard can help keep customers in the loop with the following events in the order lifecycle:

  • When the customer orders
  • Order is available for Pickup Today when made
  • Order is On-Route
  • Order is Delivered
  • Order will be delivered today if pre-ordered
  • Order will be available for pickup today if pre-ordered

Some of the notifications can happen automatically such as when the customer orders or if the order was pre-ordered and a reminder is sent on the day of delivery / pickup.  Other notifications are “triggered” by an event in the dashboard such as a status change.

The “Order is available for Pickup Today” will be available in the updated advanced workflow management which will be beta released in December 2021.

You can activate these notifications immediately in your dashboard by clicking “Notifications” in your dashboard main menu.  Additional costs apply for SMS notifications.

When the customer orders

When the order is placed on your website the software will automatically send a Tax Invoice to the customer and yourself via email.  Emails can sometimes go to junk mail folders or with people so attached to their phones they simply prefer an SMS to confirm the order has been received.

You can customize the message sent to the customer so it’s different for in-store (click and collect) orders and orders for delivery.

For example an SMS for a delivery might be:

Or for a Pickup It might be:

Remember you only have 160 characters in total and the OrderID reference is 10 characters

Order is available for Pickup Today when made

In the advanced workflow when a user marks an in-store pickup order as “Made” you an have an automated SMS sent to the customer telling them that their order is available for pickup.

For example:

Order is On-Route

If you are using the advanced order management workflow when an order is picked up by your own driver or picked up by the courier you can have an automated SMS or email can be sent to the customer telling them that the order is out for delivery:

Order is Delivered

When you change the status of an order to delivered (or a driver or courier linked to the dashboard) an email or SMS can be sent to the customer telling them the order has been delivered.

 

Order will be delivered today if pre-ordered

When an order for delivery has been pre-ordered you can have an SMS sent to the customer on the morning of the day of delivery.  This is a great way of keeping the customer informed.

Order will be available for pickup today if pre-ordered

When an order for pickup has been pre-ordered you can have an SMS sent to the customer on the morning of the day of intended pickup.  This is a great way of keeping the customer informed.

If you want to include a link to a specific page on your website, so for your delivery information instead of using the full URL which not use a service like https://bitly.com that shortens the URL.

Drew Wentzel

Drew Wentzel

Drew Wentzel is the principal of enflexion with over 25 years of experience in developing web services and software, Drew has helped design and develop usable and functionality rich Internet applications and built online presences for a wide variety of industries including retail, government, hospitality, lifestyle, corporate and technology companies.

Tags: New Features

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