Push notifications for Customer Orders

Push notifications for Customer Orders

Have you ever placed a telephonic order and almost instantly received a confirmation via sms?  That is a push notification.  Well technically a push notification is normally inside of an application.  Like YouTube telling you that you have a new video post on their app.  I like to use the term for any sms or email that I receive from an organisation that keeps me in the loop whilst we do business.

The other day I made a booking at the physio.  As I hung up I received a push notification via sms confirming the booking.  I love push notifications.  It makes me feel confident that my order is being taken seriously.  For online orders it makes me feel confident that my order will arrive.  It adds credibility.

Should I use automated notifications in my business?

In my opinion every business that receives orders from Clients.  Then supplies those orders.  Should use push notifications.  Think about your corner cafe.  If you are in store and you are buying some goods.  Push notifications are not really going to be very effective because you can pay and walk out with your products.  However, if you call your local cafe and place an order.  Following the call you immediately receive an sms confirming your order.  Next you receive an sms that the shop delivery guy is on his way.  After two more minutes you receive an sms that he is at your door.  Now that is what I am talking about.  Like having your very own sales manager totally focussing on you and your order.  Telling you along the way that he is getting it ready.  Your order is being packed with you in mind.  It is being despatched and is on the way to you.  Now it has arrived.  Then thanking you for your order after it was delivered.

Online Web store sales

I accept that was probably not the best example of push notifications being put to use.  What about online purchases?  If there has ever been a need for push notifications it must be for online purchases.

You visit a website.  Click on some products.  Hand over your credit card information.  Then wait nervously and hope that it was not all a scam.  Holding thumbs that your goods will actually arrive.  But then an sms or email arrives telling you that your order is safe.  Your heart slows from a panic to a sense of calm.  Another email or sms arrives informing you that your order is being lovingly packaged for its trip to you.  Readying you to receive the goods from your driver that is now enroute.  Then the magic moment arrives and your order is delivered.  A polite push notification then closes the workflow by thanking you for your patronage.  What a lovely experience.

I am certain that you will return for another purchase.

More to push notifications than ‘meets the eye’

Looking past the warm and fuzzy feelings garnered by your customer from your carefully timed and worded push notifications.  Analytics into the process reveal some hidden truths of this workflow.  Increased efficiencies.  Improved delivery success rates.  Fewer failed deliveries.  Less order cancellations.  A reduced need for credits.  Redeliveries fade away.

A life time ago I was involved in logistics.  Co-ordinating drivers to deliver parcels across the country.  If only this thinking and technology was around at the time.