Keeping customers informed.
WHY IT MATTERS
Customers who can see where their order is contact you far less.
WHAT TO SEND
Dispatch confirmation with a tracking number The courier's tracking link An estimated arrival
WHEN
Immediately on dispatch.
WHAT IF YOUR COURIER HAS NO TRACKING
Send a dispatch confirmation anyway, with an expected arrival.
Something beats nothing.
FOR LOCAL DISPATCH
A message when the rider sets out, with their phone number.
Simple and appreciated.
THE PROACTIVE UPDATE
If something is delayed, tell the customer before they ask.
A message about a delay produces far less annoyance than silence.
WHICH CHANNEL
Email, plus SMS or WhatsApp.
Many Nigerian customers do not check email promptly.
WHAT TO AVOID
Promising tracking you cannot provide Sending a tracking number that does not work yet
That second one generates immediate enquiries.
