When it comes to last-mile delivery, customer satisfaction is everything. If a customer is expecting a package, they want to know where it is and what time they can expect to receive it. That’s why, of all the different delivery types, last-mile delivery tracking is important as it can help to improve the overall experience and, most importantly, avoid customer complaints. But what is last-mile delivery tracking and how can it improve customer experience? In this guide, we’ll cover:

  • What is last-mile delivery tracking?
  • Why is the last-mile delivery experience important?
  • How can last-mile delivery technology improve the customer experience?

What is last-mile delivery tracking?

Last-mile delivery is the final stage of the delivery process, usually from the final distribution centre to the delivery address of the parcel. With this in mind, last-mile carrier tracking involves tracking a parcel throughout this entire process, from the moment it leaves the distribution centre to the moment it reaches the customer.

Last-mile tracking gives customers visibility around where their parcel is and when they can expect to receive it, so they can make arrangements to wait for a delivery. It also helps to enhance supply chain visibility within the business. This helps business owners and logistic managers to see where things are working well and where improvements could be made in the final mile.

Why is the last-mile delivery experience important?

A subpar last-mile delivery experience not only diminishes customer satisfaction but may also deter future purchases. Therefore, enhancing the final stages of delivery is paramount. Offering customers the ability to track their parcels and receive live updates empowers them, placing control back into their hands. While the precise arrival time remains outside their control, knowledge of expected delivery times allows for better time management.

Moreover, employing tracking software lets you tailor shipment updates. Opt for language that resonates with your brand identity, ensuring a cohesive experience across all customer touchpoints. This element of the delivery journey, often the most interactive for customers, is crucial. Effective communication strengthens trust in your brand, ensuring parcels arrive promptly and smoothly.

How can last-mile delivery technology improve the customer experience?

By introducing tracking software, you can make last-mile delivery more seamless for you and your customers. Here are a few ways last-mile delivery technology can benefit your business:

Use branded delivery tracking

If a customer has purchased from you, they’ve already interacted with, and are familiar with, your brand. A branded tracking page can pull through the customer’s name, tracking number, order details and tailored ads. This enables you to serve customers with content that’s related to them, rather than giving them a bland, uninspired experience once they hit the “buy now” button. By using branded delivery tracking, you create a consistent and cohesive experience your customers enjoy and trust.

Provide real-time delivery updates

Uncertainty around delivery times can lead to missed deliveries or wasted time. Offering real-time updates enhances visibility, empowering customers to efficiently plan their day and avoid the inconvenience of prolonged waiting. Enhancing transparency in last-mile logistics not only minimises frustrations but also significantly boosts customer satisfaction and loyalty.

Reduce WISMO contacts

If a customer has no idea where their parcel is or when they can hope to receive it, they are much more likely to get in contact with you. “Where is my order?” (WISMO) queries can be time-consuming and costly for customer service teams, and can lead to a poor experience for customers. By introducing last-mile delivery tracking, your customers can get real-time parcel updates without having to contact you. This is a great way to reduce costs, as well as provide a better customer experience.

Using last-mile tracking technologies like Sorted’s Track can give customers the power to see real-time updates regarding delivery date and delivery time of their parcels. By providing timely information, you can reduce WISMO queries, customer complaints, operating costs and increase sales by ensuring customer satisfaction.

Want to see how last-mile delivery tracking can improve your customer experience? Book a demo now and learn more about how Sorted can help you.