Featuring

Providing a Better Delivery Experience with Texting

Share on facebook
Share on twitter
Share on linkedin
Share on email

In this 30 minute webinar, Zipwhip’s Account Executive for Dispatch and Logistics, Ryder Ryan, explains why logistics terminals using texting to combat today’s challenges such as increasing customer response rates, lowering call volume and generating positive reviews.

Starting at 1:55, learn about the different types of business texting (2 minute segment)

Starting at 3:45, why logistics and delivery companies are adopting texting and moving away from using personal cell phones (4 minute segment)

Starting at 7:45, how delivery agents are using texting (10 minute segment)

  • 10:00   Improving delivery success rates
  • 12:15   Call center optimization
  • 15:30   Improving customer reviews

Starting at 17:25, learn the key criteria to consider when choosing among texting providers (6 minute segment)

Featuring

Ryder Ryan
Ryder Ryan
Account Executive, Zipwhip
Bill Higbee
Bill Higbee
Sr Product Marketing Manager, Zipwhip

Bill Higbee:

All right, thank you everybody for joining, it looks like we have quite a few of you out there. Today, we have another Zipwhip webinar, it is called Providing a Better Delivery Experience With Texting. And with me today, I have a special guest. His name is Ryder Ryan. Ryan, could you give us a brief introduction of yourself?

Ryder Ryan:

Yeah. Thank you, Bill, it’s an honor to be here, really excited about doing this webinar. And I’m an account executive here at Zipwhip. I’ve been working here for a few years now with people on logistics, and delivery agents specifically for a few years. And it’s been awesome to see the great use cases and benefits that they’ve experienced with us.

Bill Higbee:

Awesome. Well, thank you for that. Now, before we jump into the agenda, I do have to give you our obligatory statement here. So, Zipwhip is a company that helps businesses communicate with customers, the way their customers prefer. And of course, that way is texting. Zipwhip offers easy to use software, integrations and an enterprise grade API, that helps improve customer responsiveness and satisfaction.

All right, let me walk us through the agenda here. The first thing we’re going to cover, or at least Ryder’s going to cover, is the importance of business texting. Then he’s going to jump into common use cases for delivery agents, then he’s also going to share some insights. If you happen to be evaluating texting providers, what are those key decision criteria that you should be considering? And then finally, we’re going to finish it up with some live Q&A.

Ryder is a expert here, I’ve dealt with him for quite a while, so feel free to bring as tough question as you want, and I’m sure he’ll do a great job with answering them. Okay, Ryder, why don’t you kick us off with the importance of business texting?

Ryder Ryan:

Let’s start off with the importance of business texting and really just defining what we at Zipwhip call business texting. So, you can see here in this image, that there’s a short coded example, of course, and then there’s the landline or the toll free example you see over to the right. But really, the key was Zipwhip, is we pivoted away from the Shortcode space back in 2007, and really towards touch enabling toll free numbers, and then landline numbers. We really want to work with the legitimate business number that you’re already using. And then we took that one step further, and actually started to build software, so that you could send and receive messages on those existing, legitimate landline numbers.

And what you’ll see here, what that’s done for the marketplace, is give them a solution where they can actually encourage replies, and actually receive replies from a customer, which is very different from a Shortcode, where no responses is received. In fact, the customer usually just gets a undelivered message, or perhaps even, “You might be charged for this message,” type of experience. And this can lead to just a frustrating experience for the customer, and so what Zipwhip offers, is just the ability to have a two-way engagement with a customer on your existing, phone number.

Bill Higbee:

Yeah, well said. And I think that two-way engagement, is really going to resonate with all the delivery agents here today. And I also like this pictorial, that shows how you can text from your computer on that landline or toll free number, or you could also text from a tablet. And then of course, you can text from a cell phone as well. So, terrific, thank you very much. Let me move on to the next slide, which is the state of business texting. Can you walk us through a couple of things on here?

Ryder Ryan:

Yeah, absolutely. So every year, we do a study called the State of Business Texting. We’ve been doing it now for a few years, I’d recommend going and downloading the 2020 version, and I’m sure we’ll be coming out with a 2021 version in a couple months here. But these are just some of the stats we came up with actually, in our 2020 version. And number one, 96% of consumers find phone calls to be disruptive. So, right, this makes sense, Bill. If you were to get a call right now, while we’re doing this webinar, that would be disruptive. You’d likely would not be able to answer it, I’d hope you wouldn’t be able to answer it. And so that’s sort of the tale that businesses are telling us, that consumers are telling us.

Furthermore, we found that 83% of consumers would actually respond, if you just sent them a text, right? If that same business would just text Bill, sure, he’d be able to respond in 30 minutes here, once this is over. And lastly, 73% of consumers wish more businesses texted them. Well, you’re not texting your consumers, a large majority of your consumers would really appreciate it if you did.

So all in all, whether you’re using texting in a small way, or not at all, I’d really encourage to look at ways you can expand upon that use, and make your customers happy.

Bill Higbee:

Yeah. When I look at this, it’s important statistics, but I think all of us just already understand that. I mean, we all want to text with businesses, most of us aren’t answering our phones. I actually got a phone call the other night, it alarmed me that the ringer went off, and then I look at the caller ID, it says from Ethiopia, no kidding.

Ryder Ryan:

You wonder why people aren’t answering calls, right?

Bill Higbee:

Yeah.

Ryder Ryan:

It’s the age we’re in now, right?

Bill Higbee:

Yeah, exactly. We’re all in the same boat here. So now this next slide says, “The majority of businesses are texting from cell phones, despite the risks involved.” Can you explain this to us?

Ryder Ryan:

Yeah, this was really interesting to me, given all the work we do, and finding new customers, and making sure that they are getting the most benefits out of our services. Just realizing the amount of businesses that are still using cell phones, and actually have no business texting solution in place. Even some that do have a solution in place, that folks are still using cell phones for business purposes, and this is a major liability concern.

If you’re ever asked to retrieve those messages, if your IT team ever has to do that, they’ll tell you, it’s a complete nightmare for them. And furthermore, right? This is putting you and your customers information with data at risk, and furthermore, increasing the likelihood that the TCPA is going to come after you, with a potential violation.

Bill Higbee:

Yeah. Yeah, I find this one interesting as well, as particularly for delivery agents. Imagine if somebody delivers a package, and it says from a personal cell phone, that it was delivered. And then somebody later complained, saying, “I didn’t get my package,” and where’s the repository communications or whatnot? It seems to make perfect sense that you’d want that across a business system. All right.

Ryder Ryan:

Absolutely. No, and I’ll say one more thing, Bill. And aside from just the risks involved, being able to actually ingest your data and look at it, and see, “How can we learn from this? How can we do it better? How can we take success learned in one area, and apply that to potentially other terminals or locations, or agents across our company?” And I think that’s what a centralized solution really does for you as well.

Bill Higbee:

Yeah, that’s a terrific valid point. Yeah, I love it. All right, let me move on to the next section, which is probably the meat of our webinar here today for all of you. Common use cases for delivery agents. So let’s start here with this slide, can you just walk us through this slide, what we’re trying to show here?

Ryder Ryan:

Yeah, this is just an example from a large partner that we work with, and all the different touch points. Where if you are delivering packages, or you’re somewhere along that supply chain, where specifically, that point where you’re actually engaging with the consumer, figuring out that window for when that package can be delivered, and then dropping it off and ultimately fulfilling it. These are just all the many touch points that you all know, it can be endless that you have to get through, in order to make that happen.

Bill Higbee:

Yeah. Yeah, I like it. So, these are all communication touch points. I was just thinking, imagine if every single one of these required a phone call and a voicemail, and requiring the person to listen to the voicemail and get back to you? Imagine the phone tag and time wasted on that? I digress. Let me move on.

Ryder Ryan:

No Bill, that actually brings up a great point. And I think it will segue into our next talking point, is the first delivery agent we worked with. And this was a delivery agent for a large partner that we work with. They were playing a lot of phone tag, as you say, and calling, there was voicemails. So it was taking them days to get confirmation, sometimes a week to get that delivery confirmation so they could actually send their driver out. And this was a company working in rural areas, where they were required to get a phone call confirmation, to send that driver out.

So for them, they saw a 50% increase in their number of confirmations, in the first two weeks of using Zipwhip, which was profound for them. It massively cut down their call volume, obviously, it pretty much eliminated the phone tag game, and allowed them to actually just move everything through their terminal much faster.

Bill Higbee:

All right, great. I’m glad I digressed. All right, now, let’s move on to the number one statement here, Improving Delivery Success Rates.

Ryder Ryan:

Yeah, and this is exactly what we were just talking about, right? Number one is improving your delivery success rates, whether you’re trying to get a confirmation, or just warn someone, “Hey, your package will be delivered at this date, at this time,” letting them know, so they can actually be there to receive their new couch, their new bed, or whatever it is that you’re sending them.

So number one, improving the delivery success rates, and how is this done? Well, see the image over here, a little message going out to a consumer. What our clients typically do, is they’ll use their computer, right? so a dispatcher in a terminal will have Zipwhip open on their computer, they’ll have their contacts, the deliveries they have to make for the day. Actually, just create some creative template, put all those votes in there and schedule out messages to go out to these people, to remind them, “Hey, your package is being delivered today.”

Occasionally, they’ll even include dynamic fields, so they can make these really personalized messages. And then furthermore, drivers will actually oftentimes have the Zipwhip app on their iPad or their mobile phone with them, while they’re out making a delivery, and send a confirmation delivery that comes in the form of an image to that consumer. So, all different ways they’re using this, depending on your processes, we work with you to adjust that, but it’s very easy to obviously get the word out, and then collaborate as you’re doing so.

Bill Higbee:

And I really love this stuff. It shows the benefits of using a software system like this. I have personally received a text message saying, “You’re scheduled for your delivery four days from now, please confirm it.” The fact that those texts are automated, so it doesn’t take away time from your employees, allows your staff to keep working on other items. I think it really has some nice benefits there. And then of course, like you mentioned, the personalization on top of that, it always makes me feel like I’m being talked to one-on-one, which is terrific.

Ryder Ryan:

Yeah, absolutely. Absolutely.

Bill Higbee:

Cool. All right, let’s move on to the next one, which is call center optimization. Can you explain this to us?

Ryder Ryan:

Yeah, this is a great one. So just as I was saying, right? As we head into the busy holiday season, I’m sure your call centers are going to be busy, folks are going to be talking about those packages, wondering where their gifts are. And so finding ways to free up your phone lines is going to be crucial. And one of the ways that our clients have been able to do that, is initially through texting, right? So if we go back to delivery confirmations, getting the word out, and getting those messages out over text, is going to be a lot more time effective than those calls.

And so that first of all, frees up some of the call space. In addition, we recommend changing some of your voicemails. So on your voicemail system, just ask the customer to text you on the same number, to get a faster response. You’ll find that that, more than anything, will convert a lot of those inbound calls to inbound text. An agent can then handle a few at a time extremely efficiently, and even have record of that all documented in-app, in case a supervisor needs to review it.

I think one of the most amazing case studies I ever saw with Zipwhip client, was an institution that were having thousands and thousands of calls a month, and they had calculated out that each call was casting them $4. And they got Zipwhip, and within the first month, they had transferred, I think, close to 40% or 50% of their calls to inbound texts. This was a combination of instructions that were on their voicemail system, also on their website next to their number. And for them, this was just a massive cost saving.

So whether you’re trying to save some money, or do more with less headcount, perhaps, texting really can help lower that call volume, and free up more time for other things.

Bill Higbee:

Yeah. It’s so interesting, and it’s such amazing business benefits. And I also love to look at it from the side of the consumer, and the customer experience, and how much happier they’re going to be, instead of being told they’re going to wait on hold for 15 minutes or longer, where they can possibly receive a text when it’s time to talk to somebody, or just be handled directly from text immediately. It’s great business. It’s great for the business, it’s great for the consumers, it’s great all around.

Ryder Ryan:

Yeah, and Bill, and I don’t want me to cut you off, but you just made me think of one other thing, which is really going back to the value of using the main terminal number, the same number for calls and texts, as you mentioned earlier. So vital, because if you think about it, you send out a text, and someone calls back that number that you just sent them a text on, you want to be able to answer it, right? So if you’re using a different number for calls, as you are for text today, it might be whether you’re missing texts or you’re missing calls, Zipwhip can bridge the gap and bring those together.

Bill Higbee:

Yeah. Yeah, great point. Great point. All right, let’s move on to number three, which is improving customer reviews.

Ryder Ryan:

This is the big one, right? To me, this is the big one, because first of all, from a customer perspective, what else do you have to go on? Right? You’re shopping online nowadays, you’re reading reviews, items are categorized by reviews. And then if you go one step further, and you’re looking at your relationships with your partners, whether it’s an online store that you’re working with as the delivery agent, the reviews that consumers have, and the feedback they give about the delivery experience, that’s also how your partners decide who they’re going to continue to work with.

So to me, reviews are virtually everything, whether it’s from the consumer perspective or your partner perspective. And how do you achieve these reviews? Probably wondering. Well, really simple. We’ve talked about the scheduling of texts, the templates. Really easy, what you can do is you put your contact in, or you put your list of contacts, and insert your template that asks for a review, and you can actually schedule out messages. Either reminding people to provide reviews, or asking, how was that? And setting up further automated responses with our keywords, to really have your own data about how you’re doing. So, a lot of different ways we can help you generate reviews, and very powerful use case as well.

Bill Higbee:

Yeah, terrific. So important. I mean, I look at the reviews nonstop everyday, whenever I’m buying something online. And like you mentioned, that’s the way things are happening these days, very important for businesses.

All right, now, the last section here is Key Decision Criteria: Selecting a Texting Provider. So I’d like you to walk us through these different items that people should consider, if they’re evaluating texting providers today.

Ryder Ryan:

Yeah. Well, if you are at this point, I hope that you’re going to take all of these into account, I think that’s the first thing I would say. So let’s just walk through these. The first one is the importance of the existing terminal number, and I think I touched on this a couple of times. Whether you’re trying to lower your call center volume, and bridge that gap between your texts and your calls, or whether you’re just trying to have one legitimate branded number, that you can put out for consumers to call or text.

I think it’s really important to not have consumers confused, about whether they’re calling or texting you on one number or the other. I think it’s important for you to also bridge the gap, and have one number that you use as a business or a location.

Onboarding and Ease of Use. So, this is going to be highly important. You might have a product that promises great results, but at the end of the day, the results are going to be highly dependent on the initial adoption. Whether users are finding it easy to use from the get-go, whether something is going to take months or years to really get your value.

Bill Higbee:

I’ll just add there. I mean, I couldn’t imagine making a business decision to implement a system, and then not using it. I mean, just to be throwing away money. So I mean, it’s just so important, and I think it’s really good for people to keep in the back of their mind. So thank you for that.

Ryder Ryan:

And it’s hard, Bill, it’s hard to keep track of everyone on your team, whether you work closely with all your delivery agents, you’re far away, but making sure that it’s something that is just simple, that they can just jump into, and willingly use.

Bill Higbee:

Yeah, I agree. All right, the next one is Throughput and Delivery.

Ryder Ryan:

Yeah, so throughput and delivery. It’s really funny, because when I first started working at Zipwhip, I barely even knew what throughput was. But what this means, is just how fast your messages are going out. If you have a high volume, making sure that your messages are actually going out at an appropriate time, and then making sure they’re actually being delivered.

And you probably would be shocked to learn the amount of customers that come into our way, and inquiring about getting services with us. Their primary pain point, is that their previous provider messages weren’t actually going through. So if you want your messages to go through, definitely make sure you’re with a provider that has a good track record there, and can speak to it.

Bill Higbee:

Yeah. If I’ll just add one thing there, you mentioned some people would come to us because of previous providers. And another reason that they come to us sometimes, is because the previous providers throttled… It’s called throttling the delivery of the messages. And the simple way to explain this, is imagine that you send a text message, and you want it to go out right now. If it’s throttled, it might not go out for… It could be hours or whatnot.

And I think that’s so important in this space. Imagine that you’re a signing a delivery receipt, or a message saying that your package has been delivered, and it doesn’t show up for an hour or two. That sort of defeats the whole purpose. So yeah, throughput and delivery of course, is a very important criteria here.

Ryder Ryan:

Absolutely.

Bill Higbee:

What about the next one, support?

Ryder Ryan:

Yeah, support. And given just the sheer volume of other text messaging companies out there today, it’s actually kind of insane to think about, you want to make sure that they are a real company, and not just kind of some reseller perhaps out of Europe, selling some kind of product, right? Make sure that they are people that you can call, maybe even do a test. Call their support number, make sure that an actual human answers, that’s different than the person you’re buying from, right?

And make sure that they actually have some information, or some examples about what their support team does, and when they’re available. And that they’re available for you after hours even, perhaps, or over the weekend, when some of these deliveries are actually happening.

Bill Higbee:

Yeah, great point. All right, how about security?

Ryder Ryan:

Security? And this, I think we touched on briefly earlier, but it’s one thing that becoming highly important in the marketplace. I think it’s one of the most, the biggest things people asked about when we’re working with new customers. And so just really, make sure your data is protected, make sure your consumer’s data is protected. I think Bill mentioned a great point earlier, about people’s homes, and their schedules, and when they’re going to be at their home. And I don’t know if you have any high profile consumers out there, I think this would be highly important.

Bill Higbee:

Right. A great point.

Ryder Ryan:

Lastly, price. So what I said at the beginning, that I just hope that if you are buying a new text messaging service, you’re making the upgrade from your cell phones, or the free service that you’ve been using, make sure that you’re putting all these criteria together, and making the best decision, getting the best deal, given what your needs are.

Bill Higbee:

Yeah. Yeah, well said. What do they say price is? “Price is important, but it’s not the most important thing, or vice-versa,” or whatnot. Yeah. Make sure you take everything into consideration, and do an apples to apples comparison of what you’re getting, and make a fair decision for your business.

Ryder Ryan:

Yeah. Relative to other technologies and purposes out there, I don’t think texting is going to be the biggest hit in your budget regardless. So, making sure that you really are getting a product that’s going to not only do the job, but do the job well, and keep you protected and secure, I think it’s something that you definitely want to do here.

Bill Higbee:

All right, yep. Perfectly said. All right, so thank you for walking us through that slide. Now, we got a short about Zipwhip slide, you want to hit some key points here?

Ryder Ryan:

Yeah. And I think the key point here, as you’ve listened to all this, is just to remember that everything can happen on these applications that we have. So we have mobile apps, we have desktop apps, we have apps for the iPad. There’s also even, furthermore, you can integrate us into your existing systems. Maybe it’s a CRM, or some other dispatch software, and so we can even be more than the applications you see here.

But just to kind of run through some of our key points, to start with, Zipwhip is really easy to use. It’s fast, it’s easy, it’s convenient. Our CEO, he wants us to be the Outlook of text messaging. So it’s built a little bit like that, it’s very intuitive, really easy to use, if you ever use email system, Zipwhip would be a walk in the park for you.

Reliability and security perspective. We got our SOC 2 compliance which I know is a big push for us. A lot of our work the last year, has been on core infrastructure and security, features so that we can be a better fit for our bigger, larger enterprise companies, and I think you’ll benefit strongly from that.

And then lastly, just powerful features here. So whether you are using our templates, scheduling out the messages for those delivery confirmations, or maybe you’re even integrating us into some of your existing systems, for some of that automation, or that contact or message sync, we have you covered there, and we can stay with you as, as you grow.

Bill Higbee:

Yeah. Terrific, thank you for that. All right, so now we’re into the final portion of our webinar, it’s the question and answer period. And I noticed that several questions have already come through, that have been answered by our staff in the background, so thank you for that. We do have time for a few live questions here. Any questions we don’t get to, we either will respond to via email, or reach out to you to make sure that you’re cared for. All right, so let me find one here that’s interesting. All right, this is a good one to start off with. It says, “Why shouldn’t I just use Google Voice for free?”

Ryder Ryan:

Well, it’s funny, I was actually just on a demo with a customer this morning, and they were complaining that their IT team no longer approves Google Voice. It doesn’t fit in with their security, or their standards there. So you can use Google Voice, but you pay for what you get for it. It is a free service, I’d encourage you to look at kind of how your data is protected and what’s going on there.

Other thing I think, the key points from a functionality standpoint with Google Voice, are one, it’s going to be a different number. So I mean, you probably have a terminal landline or a toll free number you’re using all your calls. And Google is going to be a separate number from that, so you’re going to have to actually paste in your Google Touch template, “Hey, don’t call this number, call our other number.” And so if a consumer wants to call you back, they have to take copy paste, call. Your team is copying and pasting.

And furthermore, actually, there aren’t even any templates, there’s not ability to schedule out the messages. And I did a case study with a customer of ours, who had transitioned from Google Voice. They had several locations, all using Google Voice, over to Zipwhip, and they were 50% faster in all their texting related activities. For a few reasons, A, they weren’t copying and pasting from a Word doc anymore. B, they were just using our templates, right, inserting, send. And also, they weren’t having to warn customers to call separate numbers. So they were really able to bridge that gap, and free up a lot of time for both themselves, and also even their customers.

Bill Higbee:

All right, yeah. I thought that was going to be a harder one for you to answer, but good job. All right, let me see here. Alright, now this one, it’s not going to stump you, but I think it’s an important one to read and have everybody listen to. How long does it take to implement the texting, and get our team using it?

Ryder Ryan:

Great question. Yeah, we can get you implemented on day one, and trained on day one as well. We have ongoing live webinars, you have a professional trainer, Courtney, who does live webinars multiple times a week for all of you. We also have a lot of built-in tutorials inside of the application, for all of your users. And really in terms of getting your account live, it’s as simple as you sending me your phone number, and getting a little bit of paperwork done, of course. And within about an hour, we can have your account up and running, and fully live.

Bill Higbee:

All right. Yeah, sweet. Yeah. I’m going to just ask one more, and again, Ryder will respond to other questions. You touched on CRMs earlier, but this one just says, “Does it work with my CRM?” Could you share a little bit more insight into that?

Ryder Ryan:

Yeah, that’s a wonderful question. And the answer is that it might. So it really depends on what CRM you’re using. I’d encourage you to go onto our marketplace, and look at some of our existing integrations. But furthermore, if it’s not already there, if you don’t see your CRM listed on our marketplace page, we have an open API. And we have sales engineers that are always more than willing to get on the phone with you and your team, free of charge, of course, and consult with you on how to integrate Zipwhip easily into any CRM, or information system that you have in place today.

Bill Higbee:

I love the way you stated that, it also leads to how important support is, and onboarding all that. Real quickly also, Zipwhip, we have browser extensions. Can you explain what those are?

Ryder Ryan:

Yeah, yeah, yeah. So browser extensions are a great way to, without any integration, about… You tell us you don’t even have an IT team, don’t want to spend any time doing that, we have a browser extension that without any work from you at all, you can download it onto your browser, and actually initiate texts right out of your CRM. So if you’ve ever used a click-to-call extension as in a call center, the same as that. A Little Z icon, similar to the one you see on the screen, will populate next to any cellphone number in that CRM, and you’ll get a little pop-up where you can insert your Zipwhip templates, and have all of that tied back into your main Zipwhip account.

Bill Higbee:

Yeah, awesome. Well, thank you, thank you. All right, well, we are at the end of our time, I really appreciate everybody for joining. Ryder, thank you so much. It was very insightful, very informative, but do you have any closing statements for everybody here?

Ryder Ryan:

Yeah. Do you know? I just say that if you do have any questions, please feel free to call or email me here. I would love to walk you through sort of a full demo, and answer all the questions that you have that are more specific to your agency. Other than that, I hope you stay healthy and have a great holiday season.

Bill Higbee:

Terrific. Well, thank you very much. Bye-bye everybody.

Ryder Ryan:

Bye-bye.

Sign up for Zipwhip's best tips