Contactless but Connected ? How to Transform Delivery Experiences with Better Communication
Contactless but Connected ? How to Transform Delivery Experiences with Better Communication

Reading this in 2020, chances are that we have just washed our hands for the nth time today and sanitized our devices! The COVID-19 pandemic has sent shockwaves globally and altered every habit today, both personal and economical.

Much like personal changes, businesses are also struggling to adapt and keep afloat in the constantly changing trade environment, they are learning to adapt to the drastically altered consumer habits. As the world moves towards a new normal, changes will abound and alter the consumer landscape. One such change has been the growth in demand for ‘contactless’ options. For instance, online purchase and home delivery are now the safest and therefore the most desirable options for most people. Not only do online businesses need to step up and handle the increased demand, but they also need to support a completely new type of customer, one who may be exploring online shopping and home deliveries for the first time ever. So how can businesses ensure a personalized, smooth customer experience for these customers old and new? The key is to eliminate touch without eliminating the “keep in touch”.

Contactless is retail industry’s new must-have safe word, but executing it is not as easy as it is said. Excellent communication processes are more important than ever to ensure a great contactless delivery experience. Here are three ways businesses can ensure easy, hassle-free experiences:

  • Keep the customer informed and updated on a channel of their choice.

  • Make it easy for them to connect with your business and your frontline workers.

  • Blend automation and human support to ensure personalized, speedy support.

Automate Notifications

Communication with customers in this new contactless era should be seamless, efficient, and available on the customer’s channel of choice. For this, communication channels like text message, WhatsApp, and IVR can be offered to the customer. Research shows that nearly 80% of consumers are satisfied or very satisfied with support over messaging apps. Here are some potential uses for automated SMS, WhatsApp messages, and IVR:

  • Payment confirmation

  • Order status and updates

  • Location and contact sharing

  • Update from drivers and delivery agents

  • Package delivery confirmation for doorstep or apartment lobby drop-offs

  • Customer vehicle details for curbside pickups

  • Customer ID verification for curbside pickups

  • Feedback collection

  • Live location sharing

Choose the Right Channel

Every channel offers its advantages. One can explore the perks of each of these automated channels during the contactless delivery experience.

SMS - Simple and familiar, cost-effective, quick and can be sent in bulk.

WhatsApp - Hugely popular and easy to use, can share images, locations, and live locations.

IVR - Assuring for customers who prefer the phone channel, businesses can cost-effectively deliver self-service, and easy to escalate to a live agent.

Be Available

When it comes to ensuring a smooth delivery, one-way communication is not effective. A delivery agent may need to clarify confusing or incorrect address details. Customers may need to reschedule deliveries. Customers may have complaints or feedback. Or they may just need the reassurance of a human voice. Being available for customers when they need you is critical for good customer experience.

  • Enable two-way communication via WhatsApp, SMS, live chat, or phones.

  • Mask customer and delivery agent phone numbers while enabling easy communication between them.

  • Provide self-service options for speedier resolutions.

  • Quickly escalate to live agents for complicated queries.

Streamline the Backend

Businesses need to find efficient, cost-effective ways of providing this kind of customer support at scale. For this, seamless backend support and integrations are vital.

  • Use blended agents to manage your calls and chats.

  • Efficiently distribute calls and chats amongst your agent to keep call queues short

  • Use an Omni channel solution to ensure your agents have access to customer interaction history across every channel.


The world as we knew it has changed a lot. Business processes have changed. And most of all, customers have changed. Businesses needs to ensure that they give this new customer the support they truly desire. They want timely access to information and support. They may be willing to wait for their orders, but they don’t want to be kept on hold for information. Providing ease of service and upping the contactless experience will bring businesses closer to their customers, at a safe distance of course!

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