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How Intelcom | Dragonfly's delivery notifications boost customer loyalty
At Intelcom | Dragonfly, we’re delivering packages and a heavy dose of customer satisfaction, all thanks to our dynamic consumer features.
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Elevating Customer Satisfaction with Delivery Notifications
Intelcom | Dragonfly offers fast, reliable last-mile delivery—but that’s not all consumers want these days. Your customers want to know where their package is, at all times, through package tracking. They want to know whether it’s arrived safely, and how to return it if need be. They’re looking for the reassurance and peace of mind that Intelcom | Dragonfly's customer-centred delivery notification flow offers.
But don’t just take our word for it: In our 2024 Consumer Pulse Survey, 77% of consumers said they wanted location tracking and 58% said they wanted delivery updates by email. That’s why Intelcom | Dragonfly provides more than mere package tracking—our delivery updates and progress notifications keep your customers in the loop every step of the delivery process, showing them you care about their experience, throughout the entire sales journey. That’s how we help you turn one-time customers into loyal, satisfied consumers.
Worry-free package tracking with customer-centred delivery notifications
When a whopping 82% of respondents to one survey say they have high expectations for accurate delivery information when tracking their packages, you can be sure that your customers care about their package tracking experience. So how exactly does Intelcom | Dragonfly's delivery updates work and why does it make their lives so much easier?
First, your customers receive a first delivery notification asking if they have any specific delivery instructions. This could include a more precise location (back door, front stoop, etc.), a buzzer number to access the building, a phone number for contact or any other instructions the delivery person might need.
On the day of delivery, your customers get a notification that we’re on our way. As soon as their package is delivered, they’ll get a proof of delivery notification, which includes a photo or signature. Just one more way Intelcom | Dragonfly makes it easy for customers to locate their package.
With live updates and proof of delivery, your customers will know that their package is in good hands from start to finish. That’s why we have an average customer satisfaction score of 4.6 out of 5 on over 3.4 million instances of delivery feedback collected in 2024. Take the guesswork out of the last mile and reap the rewards.
The importance of a good return experience
It’s no surprise that according to our 2024 Consumer Pulse Survey, Canadians’ number one priority for package delivery is reliability and speed. 61% of consumers say quick and reliable delivery matters, and Intelcom | Dragonfly helps you give your customers just that. But reliability isn’t just about package delivery. Canadians’ number two priority was an easy returns experience.
That’s why we offer an easy pickup return service to make the return experience a breeze. Our notification system keeps your customers up to speed every step of the way, with confirmation emails, day-of pickup notifications and pickup confirmations. Plus, customers can easily reschedule their pickup times as needed! Just because a customer might not be 100% satisfied with a product doesn’t mean they can’t have a great return experience. With our pickup return service and notification system, you can show them you care.
Leveraging Customer Feedback to Enhance Delivery and Return Experience
We know how important feedback is. Hearing your customers’ feedback on their delivery or return experience helps us better identify their needs and expectations and pinpoint areas of improvement.. Our post-delivery survey makes it easy for customers to rate their experience and fuels our continuous improvement initiatives in product development and consumer experience.
In addition, we aggregate our results into a Consumer Experience dashboard that we use to monitor delivery and return service quality and optimize the customer experience. These consumer insights help us get ahead of the curve, as we use them to evaluate station and driver performance, making improvements and passing the payoff on to you.
Last-mile package delivery shouldn’t be a hassle for you or your customers. That’s why we’re continually innovating when it comes to visibility, accessibility and customer feedback, to provide the best delivery and return experience. Our holistic start-to-finish package delivery process gives you an edge up and gives your customers the peace of mind they need and deserve.