Introduction
Mover’s communication feature is designed to facilitate proactive, automated customer notifications based on specific events, keeping customers informed about delivery times, delays, and other order-related updates.
Overview of Event Triggers
Event triggers in Mover are specific events in the delivery or order journey that automatically prompt messages to be sent to customers. These notifications provide timely updates based on real-time information from the system, enhancing the customer experience by ensuring clear communication throughout the delivery process.
Here’s a breakdown of some common event triggers and how they function:
ETA Provided Triggers:
Order Delivery ETA Provided: Notifies customers about the estimated delivery time for delivery orders.
Order Pickup ETA Provided: Alerts customers with the ETA for pick-up orders, helping them plan for collection.
Order Delivery Delayed ETA Provided: Updates customers if there is a delay in the estimated delivery time, ensuring transparency if schedules shift.
Other Common Event Triggers:
Order Dispatched: Notifies customers when the order is on its way.
Order Completed: Confirms the successful delivery or pickup of an order.
Order Canceled: Informs customers when an order has been canceled, providing closure for any pre-scheduled deliveries.
Each trigger can be customized with specific parameters, such as tags, to ensure that notifications are only sent when relevant, adding a layer of control for each communication.
Using Tags to Refine Message Targeting
Tags are a powerful tool in Mover’s communication feature, allowing users to filter which orders, routes, or stops trigger notifications. By applying tags, you can target specific order characteristics or customer needs, delivering messages more selectively.
Logic of Tags in Mover (ALL Logic)
The tag system in Mover uses an ALL logic, meaning that for a message to be triggered, the order must have all specified tags in the setup. This logic helps create targeted messaging while ensuring that notifications are sent only when the defined conditions are fully met.
Example: Suppose you want to send notifications only for high-value, fragile items. If you add tags “High Value” and “Fragile” to your message trigger, the system will only send the notification if an order has both tags. If you need messages to be triggered by any one of these tags, separate triggers should be created for each tag, as the system does not support an “any” tag logic.
Setting Communication Levels: Orders, Routes, or Stops
Mover’s communication triggers can be applied at three distinct levels: orders, routes, or stops. This feature provides flexibility to match your unique operational requirements and helps you control message granularity based on the type of delivery workflow.
Choosing the Right Level for Trigger Application
Order Level:
Applying triggers at the order level is ideal for setups where tags are primarily attached to individual orders. For instance, companies that add tags directly to orders (such as high-priority or fragile tags) should apply triggers at the order level. This approach simplifies communication, as messages are directly linked to the order status.
Stop Level:
Stop-level application is best suited for complex, multi-stop routes. For example, if different stops along a route require distinct messages (such as notifications for fragile items at each stop), setting the trigger at the stop level allows you to control notifications based on the unique characteristics of each stop. This approach is commonly used by organizations managing multi-stop deliveries with varied requirements at each location.
Route Level:
Although used less frequently, route-level triggers are helpful for businesses operating under route-based workflows where specific conditions apply to the entire route rather than individual orders or stops.
Guidance on Use Cases: The choice between applying triggers at the order, route, or stop level depends on how tags are structured in your organization. For instance, if your tags are at the order level, applying the trigger at the order level simplifies message flow. However, businesses that tag at the route level should consider using stop-level application for more precise, stop-based communications.
Detailed Steps to Configure Communication Triggers
Step 1: Select the Event Trigger
Choose the trigger based on the type of event you want to notify customers about, such as ETA provided, delayed ETA, or order completed.
Step 2: Set Parameters with Tags
Tags are optional fields that refine your message’s target audience. If left blank, the message will apply to all relevant orders for your organization.
Remember that the system uses an ALL logic for tags. Only orders that have all specified tags will trigger the message.
Step 3: Determine the Application Level (Order, Route, or Stop)
Specify the level at which the trigger should apply:
Order Level for individual orders.
Stop Level for stop-specific messaging in multi-stop deliveries.
Route Level for triggers affecting the entire route.
Examples of Using Event Triggers and Parameters Effectively
Example 1: High-Priority Delivery Notifications
Suppose you want to send ETA updates only for high-priority, fragile orders. Add tags like “High Priority” and “Fragile” to those orders and set a trigger at the order level. The system will only send notifications when an order contains both tags, ensuring targeted communication for valuable items.
Example 2: Managing Notifications for Multi-Stop Routes
If you operate routes with multiple stops and require fragile items to have distinct messages at each stop, apply tags to each stop. By setting the trigger at the stop level, you ensure each stop receives relevant notifications based on stop-specific conditions, like ETAs or delays.
Best Practices for Optimizing Communication Triggers and Parameters
Define Clear Tagging Conventions: Establish and maintain consistent tagging to prevent missed notifications.
Test Triggers and Parameters: Before activating triggers on a large scale, test them to confirm messages are sent based on the intended conditions. Testing helps identify any gaps or unintended scenarios, especially when using multiple tags or levels.
Review Communication Logs and Adjust as Needed: Regularly check communication logs to ensure that notifications are accurate.
Track&Trace
Requirement: The Track & Trace link included in your customer communication must begin with a valid base URL provided by Mover (e.g., https://fr.tracking...) and cannot be a placeholder or a random link. This ensures customers are directed to a secure and functioning tracking system.
How to Obtain the Correct Link:
Reach out to the Mover support team to receive the correct base URL for your Track & Trace integration. They will provide you with the necessary format and parameters to include in your messages.
Why This Is Important:
Using the proper Track & Trace link guarantees real-time tracking functionality for your customers and avoids potential confusion or misdirection caused by invalid links.
Summary
Mover’s communication feature offers a comprehensive way to automate customer notifications based on event triggers and parameters. By understanding the nuances of each trigger, using tags effectively, and choosing the appropriate level of application, you can optimize your communications to ensure they are timely, relevant, and aligned with your business processes. For further guidance on setting up your communication features, reach out to Mover support or explore our knowledge base.