Improve Customer Service Using Zeo’s Route Planner

Improve Customer Service Using Zeo’s Route Planner, Zeo Route Planner
Reading Time: 3 minutes

For a successful business, you need to keep this one person happy: your customer!

You don’t want to leave out any chance of adding to your customer’s delight. If your business requires making last-mile deliveries or fulfilling client-service requests then that’s a touch-point you should be leveraging to provide exceptional customer service.

Reviews and recommendations from satisfied customers help in increasing sales. It’s also more cost-effective to retain customers than to keep acquiring new ones. Excellent customer service helps you stand out from the competition.

To keep your customers happy, book a demo call now or sign up for a free trial of Zeo Route Planner!

Find out how route optimization software like Zeo Route Planner can help your business improve customer service.

1. Add customer’s preferred time slots

Your customers may want the delivery/service request to be fulfilled in a specific time slot considering their busy schedules. Reaching the customer at any other time may lead to missed deliveries and unhappy customers. You can add the preferred time slot of the customer while planning the route.

Improve Customer Service Using Zeo’s Route Planner, Zeo Route Planner

2. Share trip details with the customer

Our driver app lets the drivers share trip details directly with the customer. This can be used to send the live location and the contact details of the driver to the customer. Live location helps in keeping the customer updated of the accurate delivery time. Check out our blog to learn how to share trip details with customers.

3. Add trip notes to accommodate customer’s requests

Sometimes the customers may have specific requests like the delivery person should ring the bell instead of calling or keep the box at the door. You can add trip notes for the drivers while adding customer details. This helps in tailoring the delivery experience as per customers’ requirements.

Improve Customer Service Using Zeo’s Route Planner, Zeo Route Planner

4. Proof of delivery

Using the driver app, the driver can collect proof of delivery in 2 ways: collecting the digital signature of the customer and if the customer is not available then clicking a picture of the package after leaving it at a safe place. The picture is shared with the customer. This helps in reducing the to-and-fro communication between the customer and the business in case the customer has any concerns regarding the delivery.

Improve Customer Service Using Zeo’s Route Planner, Zeo Route Planner

5. Real-time updates to the route

Let’s say your driver is on the way to make the delivery or a customer service request. There’s an unanticipated increase in traffic due to an accident or ongoing construction on the driver’s route. The route planner helps by updating the route in real-time to provide the driver with an alternative optimised route and ensures that customer delivery doesn’t get delayed.

6. Skill-based driver allocation

Route planner comes in handy if you are in a business that requires a job to be done in a sequence by people with different levels of skills (for example construction & maintenance) or the array of services require different jobs to be performed by people with different skills (for example health care). You can map specific skills to the drivers. While adding stops, the skill requirement at a stop can be added. Zeo Route Planner will optimise the route by sending the driver with the required skill set to the right stop and enhance customer satisfaction. Read our blog to learn more about skill-based optimization.

Improve Customer Service Using Zeo’s Route Planner, Zeo Route Planner

To Sum-up

Customer satisfaction is key to your business and you should take advantage of Zeo route planner for enhanced customer service. Our route planner helps in making deliveries as per customers’ preferred time slots, sharing trip details with the customer, adding trip notes, recording proof of delivery, skill-based optimisation and even updating the routes in real-time.

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    How to Create Route?

    How do I add stop by typing and searching? Web

    Follow these steps to add a stop by typing and searching:

    • Go to Playground Page. You will find a search box in top left.
    • Type in your desired stop and it will show search results as you type.
    • Select one of the search results to add the stop to list of unassigned stops.

    How do I import stops in bulk from an excel file? Web

    Follow these steps to add stops in bulk using an excel file:

    • Go to Playground Page.
    • In top right corner you will see import icon. Press on that icon & a modal will open.
    • If you already have an excel file, press the “Upload stops via flat file” button & a new window will open up.
    • If you don’t have an existing file, you can download a sample file and input all your data accordingly, then upload it.
    • In the new window, upload your file and match the headers & confirm mappings.
    • Review your confirmed data and add the stop.

    How do I import stops from an image? Mobile

    Follow these steps to add stops in bulk by uploading an image:

    • Go to Zeo Route Planner App and open On Ride page.
    • Bottom bar has 3 icons in left. Press on image icon.
    • Select the image from gallery if you already have one or take a picture if you don’t have existing.
    • Adjust the crop for the selected image & press crop.
    • Zeo will automatically detect the addresses from the image. Press on done and then save & optimize to create route.

    How do I add a stop using Latitude and Longitude? Mobile

    Follow these steps to add stop if you have Latitude & Longitude of the address:

    • Go to Zeo Route Planner App and open On Ride page.
    • You will see a icon. Press on that icon & press on New Route.
    • If you already have an excel file, press the “Upload stops via flat file” button & a new window will open up.
    • Below search bar, select the “by lat long” option and then enter the latitude and longitude in the search bar.
    • You will see results in the search, select one of them.
    • Select additional options according to your need & click on “Done adding stops”.

    How do I add a using a QR Code? Mobile

    Follow these steps to add stop using QR Code:

    • Go to Zeo Route Planner App and open On Ride page.
    • You will see a icon. Press on that icon & press on New Route.
    • Bottom bar has 3 icons in left. Press on QR code icon.
    • It will open up a QR Code scanner. You can scan normal QR code as well as FedEx QR code and it will automatically detect address.
    • Add the stop to route with any additional options.

    How do I delete a stop? Mobile

    Follow these steps to delete a stop:

    • Go to Zeo Route Planner App and open On Ride page.
    • You will see a icon. Press on that icon & press on New Route.
    • Add some stops using any of the methods & click on save & optimize.
    • From the list of stops that you have, long press on any stop that you want to delete.
    • It will open window asking you to select the stops that you want to remove. Click on Remove button and it will delete the stop from your route.