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BizReport : Ecommerce archives : August 30, 2012

Retailer streamlines delivery process with SMS program

A new mobile text message program, implemented by retailer American Sale, streamlines the delivery process by reminding customers when their purchases will be delivered and enabling the rescheduling of deliveries.

by Helen Leggatt

KNOTICE logo.jpgUsing technology from Knotice, home recreation and holiday products retailer American Sale now provides their customers with a mobile communication channel dedicated to the delivery of their purchases.

When making an online purchase, customers are given the option to receive a text notification to be received the day before a planned delivery, reminding them of the delivery date and time.

"Nearly everyone has their mobile phone within arm's reach, so to better connect with our customers, we turned to Knotice to help us implement a program that would provide them with value, convenience and save them time," said Rick Septoski, marketing manager at American Sale.

If a delivery date or time changes, another text message notification is sent to the customer, allowing them to make alternative plans if needed.

If a delivery needs to be rescheduled, customers can use a click-to-call function included in the text message notifications that puts them straight through to customer service.

"Providing real value for the customer is an essential element of a successful SMS program," said Brian Deagan, co-founder and CEO of Knotice.

A UK home delivery report released earlier this year by solutions technology firm Micros, revealed that the majority e-retailers in the UK are providing customers with ample order and pre-delivery information.

However, while the use of text messages ahead of delivery has increased, it is slight when compared with the massive rise in mobile use in the country. In 2010 just 4% e-retailers opted to use this channel, rising to just 11% in 2011.

Tags: consumer engagement, delivery process, e-commerce, email marketing, shopping trends, SMS marketing

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  • Arne Andersson

    In Sweden almost 95% of The consumers want textmessage before del. And almost 100% of The etailers offer it.



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