Onfleet has partnered with conversational AI technology company HelloDone to transform the post-purchase delivery experience for home deliveries. This enables customers to ask “when will my order arrive”, “how do I return my order” and manage challenges like “I’m not going to be in” through channels like Facebook, Instagram, and WhatsApp.
Online shopping has seen a huge acceleration and consumers now expect retailers to be available to answer questions and resolve issues 24 hours a day, 7 days a week. In parallel, the growth in real-time messaging channels is also driving consumers to expect the ability to “talk” to retailers directly, especially at the point of highest anxiety (and when they are most engaged) in the final mile journey.
This new partnership between HelloDone and Onfleet opens up popular messaging apps for retailers using Onfleet and creates an automated, branded delivery experience (and beyond) for the retailer’s customers. Using a Natural Language Processing platform specifically developed for post-purchase, HelloDone empowers consumers with “in-flight” management of their delivery and answers via conversational messaging. If the customer is not going to be present to receive the delivery, they can message the driver to leave the delivery in a safe location.
A customer simply opens the retailer’s Facebook Messenger channel and says “I’m not going to be in, can you leave my groceries on the porch” and HelloDone takes care of the rest. There is no need to dig up an order or tracking number and no human customer service agent is required! Additionally, the platform can handle a range of FAQs by intelligently routing the consumer to the information in the retailer’s website or, in case of especially complex questions, redirect the consumer to a human customer service agent for extra special care.
“Retailers who are using Onfleet to manage the distribution of their orders can now enhance their customer experience. We are really excited to be partnering with Onfleet to not only minimize anxiety for customers but support retailers in building trust and loyalty among their customers. Unlike the more traditional one-way, read-only SMS or email approach, our integration with Onfleet can now enable retailers to have a scalable solution that enables two-way conversations, creating a much higher customer engagement and lifetime value.” - Sean Sherwin-Smith, General Manager, Post Purchase at HelloDone
Robert Fierro, Onfleet’s Director of Partnerships also expressed his enthusiasm over the improved customer experience, “By partnering with HelloDone, customers now have intelligent insight into their deliveries through an AI-driven chat. It’s as simple as asking for a status on your delivery and you get the answers you need when you need them. We are super excited to have such an incredible partner, providing such an automatic problem-solving solution.
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