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Pickup requests and shipment updates for a courier
An example of answering shipment status questions and collecting pickup requests by WhatsApp, with dispatch handling the exceptions.
The situation
A delivery company is asked two things all day: can you collect this, and where is my shipment?
Both need information that already exists in a record, but someone has to look it up and type it out.
How the workflow would run
- 1
Customer asks for a pickup or an update
They send the request or a reference number.
- 2
Assistant collects or looks up the details
Pickup address, size and timing are gathered, or the status is read from the company's records.
- 3
Customer gets a clear answer
A confirmation that the request was received, or the current status.
- 4
Dispatch takes over
New requests appear on the dashboard and exceptions are handed to a person.
What staff would see
- A list of pickup requests to schedule.
- An inbox for exceptions and complaints.
- The service areas and rules the assistant follows.
What we need from you to set it up
- Access to shipment records, such as a spreadsheet.
- Service areas, sizes and cut-off times.
- A business WhatsApp number.
Is this close to how your business works?
Tell us what your customers ask you most often. We will show you the working spare-parts system and explain what would change for you.