Improve Shipping and Delivery via WhatsApp Chatbot for Logistics

Today's digital consumers have high expectations and are placing ever-greater demands on

eCommerce providers to 'get delivery right' or lose their business.

To understand why parcel delivery is a potential game-changer for the sector, first consider the sheer volume of deliveries made by logistics companies. 

For instance, 161 billion parcels were shipped in 2022. In less than six years; this volume is expected to reach 256 billion parcels shipped in 2027 at a compound annual growth rate of 59 percent.

While that's great news for sector growth, it also represents a serious issue for logistic companies to maintain satisfactory customer experience. Customer service departments are already strangled with a daily stream of repetitive enquiries about deliveries, rescheduling, complaints, and more, draining company time, money and resources.

Deploying WhatsApp solves this issue through automated, personalized messaging, which frees human agents from repetitive tasks and helps them focus on tasks that require their attention. 

The messaging platform can increase customer satisfaction and retention rates since shoppers are willing to receive delivery updates via messaging platforms they know and trust. 

This guide will walk you through several use cases of WhatsApp for logistics and explain how to set it up for your logistics business. 

WhatsApp for logistics: The problem 

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The number of people shopping online is accelerating, and there's no sign of slowing down. According to Shippo, 41% of consumers shop online more than In person. 

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Delivery represents a strategic and pivotal moment in the online shopping experience because consumers will vote with their feet and wallets, abandoning shopping baskets if the delivery experience doesn't meet their expectations or needs or is too expensive. 

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However, simply offering a breadth of delivery choices is no longer enough. Research findings show that consumers have come to expect simple and seamless processes for receiving the goods they purchase. They expect the process to feature multiple interactions that keep them informed of the delivery

progress and to have the opportunity to reschedule as they see fit.

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Furthermore, how a merchant handles and manages returns of unwanted products has become a key deciding factor for shoppers when it comes to where they shop. 

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But, the shoppers' frustration is running high. Almost half (43%) complained that finding information on the returns process on an e-commerce website is often difficult. And 72% affirmed they would be

very likely, or more likely, to shop with retailers that made the entire returns process easier to use.

After checking the delivery charge, the ability to track their delivery was the second most important consideration for consumers. 88% of shoppers prefer text messaging (with hyperlinks) to get their updates. And over half (58%) confess to proactively checking their order status two or more times. 

This increases the complexity for online merchants, requiring them to enhance their delivery capabilities in speed, flexibility, and reliability to stay relevant and competitive.

WhatsApp for Logistics: The Solution

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Customers don't like being left in the dark about their order status. They could lose trust in their business if they're unsure where their order is at any point during the shipping experience. When you send proactive updates, you're in control of the situation. 

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"Where is my order?" (WISMO) and "Where is my return?" (WISMR) query complaints can account for a significant chunk of your customer service team's time. Each query costs your business $5-8 on average, which can add up fast.

Research shows that 91% of customers actively track their packages, 39% track them once a day, and 19% of Americans track their packages multiple times daily. If you can't, more than 60% will consider looking for another retailer. 

Shipping and delivery updates inform customers of their order details and delivery times. This keeps them informed and can reduce pressure on your people and resources.

That's why it's important to reach customers on platforms where they are actively present– WhatsApp. 

WhatsApp has dramatically evolved from a mere mobile application to one of the most popular marketing platforms. It has almost 3 billion users across 180 countries, and its user base is growing. 

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One of the top reasons users prefer WhatsApp is that they love messaging apps as a way to socialize. On WhatsApp, Facebook, and Messenger alone, one billion people contact a business every month. 

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The majority (56%) messaged with a brand eleven times or more over the past year (21% messaged eleven to twenty times, 13% messaged twenty-one to thirty times). The most common reason was about shipping and delivery updates. 

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A major reason customers want brands to communicate with WhatsApp is that it's faster and more convenient than any other platform. 

For instance, top ecommerce brands like Flipkart, Nykaa, and Amazon send delivery updates on your WhatsApp. Since the platform supports order confirmations, shipping notifications and support tickets, it also allows integration with CRM systems to enhance the organization's ability to track customers' interactions and data more efficiently.

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A peek into the automation capabilities of WhatsApp for travel

Today's digitally savvy customers say their online purchasing decisions are directly influenced by delivery

and returns and the experiences they encounter, so staying competitive in today's dynamic eCommerce

The environment depends on getting your end-to-end online shopping experience right.

That's where WhatsApp Business API comes in handy. Designed specifically for medium to large enterprises, this powerful tool allows businesses to engage with multiple customers at scale. Sales teams can craft tailored communication flows that address customer needs through automated responses, interactive messages, and smart chatbots.

The WhatsApp Business API improves your sales efforts because it allows you to:

• Automate WhatsApp messages at scale: Logistics companies can streamline operations by sending real-time shipment tracking updates, delivery confirmations, estimated arrival times, warehouse notifications, delay alerts, inventory status updates, pickup reminders, customized shipping offers, customer support responses, and feedback requests.

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• Create a targeted customer experience: The WhatsApp Business API enables the segmentation of clients based on shipping needs, industry type, and order status, delivering personalized updates, shipment tracking, and proactive notifications. 

Through text, images, and interactive features like real-time tracking links and location sharing, businesses can ensure seamless, responsive, and secure communication throughout the entire supply chain journey.

• Upgrade post-purchase customer experience: For many customers, the post-purchase experience defines overall satisfaction. With WhatsApp API, businesses can streamline and automate shipment tracking, delivery updates, and status notifications, ensuring real-time communication directly through the customer's chatbot.

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Understanding the distinction between the basic WhatsApp Business option and the more robust WhatsApp Business API is essential.

We’ll guide you through setting up your WhatsApp Business API trial account with Gallabox in just five simple steps.

• Enter your details to sign up for the free trial on gallabox.com.

• Invite your team and adapt to the roles and access levels to ensure everyone can collaborate effectively.

• Importing data is easier with Gallabox, which lets you import contacts individually or in bulk from tools such as Google Sheets, CRMs, or other third-party software. 
• With your team and contacts in place, you're all set to create WhatsApp Chatbots, run Drip Marketing campaigns, or design WhatsApp Flows.
• Gallabox integrates effortlessly with your existing tech stack—whether it’s your CRM, e-commerce platform, payment gateway, or marketing tools—bringing everything together in one unified platform.

Now that your WhatsApp Business API is up and running with Gallabox, let’s explore how you can make the most of it for your travel business.

Use cases of WhatsApp chatbot for logistics

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Logistics companies handle millions of package deliveries daily, leading to a flood of repetitive customer inquiries. Notifications—usually sent through email or SMS—often go unnoticed, resulting in a frustrating cycle of confusion and miscommunication.

This is further worsened by static and one-sided communication. The downside is that customers and companies cannot interact with one another and simply can't address issues as they arise. 

That's where having a two-sided communication channel like WhatsApp, which is used by the majority of your customers, comes in. 

With almost 3 billion active users, WhatsApp is the channel taking over communication in the travel industry. Well, WhatsApp brings a lot of benefits to the table:

1.Real-time delivery updates 

A real-time shipping notification is a message sent to customers after they purchase an ecommerce brand or retailer. They notify customers where their order is in the delivery process and when it can reach them. Most customers get notified at different stages of the delivery process as their order is packed, sent, and finally out for delivery.

Types of real-time shipping updates businesses should send customers:

• Order confirmation

Right after a customer places an order, they should receive an order confirmation message letting them know that their payment has been approved and their order is processed. Without an order confirmation, customers might assume there has been an error in order placement and end up ordering the same item again. 

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• Shipment notifications 

A shipment notification lets the customer know that their order is packaged and ready to ship. This notification contains an estimated delivery date and time so the customer knows when they can expect it. Your shipment message should also contain an order tracking number that links to the site where customers can track their orders. This could be hosted on your own website, or you can link customers directly to the delivery provider's shipment tracking system.

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• Out-for-delivery notifications 

Once the package is out for delivery, the next step is to send a notification containing delivery details like the delivery agent's contact number and order tracking link for convenience. This is particularly important for porch thieves, who often target packages from e-commerce platforms. In 2023, over 35% of Americans had a package stolen. But if your customers know when the delivery is due, they can prepare to intercept their package and prevent potential thefts.

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• Delivery confirmations 

Delivery confirmations are WhatsApp after sales service 101! A delivery confirmation message lets the customer know that their order has been delivered so they can retrieve it. This message gives the customer a sense of closure in the shipping process. It also provides evidence that the package has been delivered, which can be helpful in case any enquiries arise. 

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• Non-delivered order follow-up 

When a customer hasn't received the order within the mentioned timeline or has contacted you to inquire about it, it's essential to respond promptly. You send them a follow-up message reassuring them that their order will be delivered shortly, and delivery agents diligently work to expedite the delivery process.

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2.Return and reverse logistics 

E-commerce returns are items customers send back after buying online. Customers return products for several reasons, including a mismatch in size, a defect, or the product not performing as expected. It's crucial to send updates and information to the customers waiting for a warranty repair, a refund or a store credit. 

Without this, the customer would get frustrated and feel like they have sent their product to a black hole, never to be seen again. Automating WhatsApp notifications in every step of customer communication takes a significant burden off your staff. Plus, it ensures that nobody will ever miss a communication or forget to contact a customer. 

Types of order return updates businesses should send customers:

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• Return request initiated

When a customer initiates a return request, it's essential to send a timely and informative notification to keep them updated on the status of their request. When sending a Return Request Initiated notification, it's crucial to include clear and comprehensive order details, including order number, items to be returned, product details and shipping information. 

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• Return request accepted 

If the return request is accepted, it is crucial to send a clear and informative message regarding its pickup. Make sure that the customer provides items in their original condition with all tags and packaging intact. Also, include the timeline for when the customer can expect their refund. 

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• Return request cancelled

Businesses always send cancellation messages, but how you communicate a cancellation has to be very clear. You need to mention the reason for cancellation and also ensure the doors are open for future business–be it details of refund policies, rescheduling options, or the next steps if the customers seek further assistance. 

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• Return not accepted

When a return request is not accepted, it's crucial to communicate this decision clearly and respectfully to the customer. Start by acknowledging the customer's return request and expressing understanding of their situation. If there are specific issues with the item's condition (e.g., damage, missing parts, signs of use), mention them briefly. Instead of just saying "no," consider offering alternative solutions, such as a partial refund, store credit, or a discount on a future purchase.

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• Refund initiated 

Clear and proactive communication throughout the refund process can ease customer anxiety and increase trust. Inform customers once their refund request is approved, initiated and completed. Setting expectations upfront about when they'll receive their funds is essential. 

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3.Two-way communication through WhatsApp Business API

With WhatsApp, you can combine all your customer touchpoints in a unified platform to ensure a comprehensive shopping experience. From catalogue to proactive interaction to rope users back for repetitive purchases or even when they abandon carts. 

Your post-sale chatbot support can be primitive and provide answers to straightforward, frequently asked questions. Advanced AI leverages NLP and machine learning to simulate human language and accurately identify intent, even in complex inputs.

You can develop a chatbot using the WhatsApp API to handle inquiries, conduct polls, collect feedback, and assist customers in resolving post-purchase issues.

4.Integrating WhatsApp Chatbot with CRM and ERP Systems

Connecting WhatsApp chatbot to CRM and ERP platforms helps improve logistical operations even further. Here are some reasons why you should integrate your chatbot with your CRM and ERP system:

• Seamless data exchange for better decision-making

Integrating CRM and ERPs provides access to real-time customer information. WhatsApp Chatbot uses this information to analyze past interactions, customer preferences, and buying trends. Then, it can use this information to answer customer questions and offer customized assistance. 

• Streamlining workflows and reducing manual efforts 

Customer support teams spend significant time on high-value, simple tasks that can be easily automated. Logistics can reduce manual labour hours by combining WhatsApp Chatbot with CRM and ERP platforms. WhatsApp chatbot can automate order processing and update the ERP system instantly upon order confirmation or shipment. Automation speeds up the fulfilment process of orders, eliminating any human errors. 

• Ensuring data security and compliance 

Protecting sensitive data is crucial in the logistics sector, making data privacy and security top priorities. By integrating WhatsApp Chatbots into their operations, businesses can ensure strict adherence to data security protocols and compliance requirements.

How to set up WhatsApp for Logistics services? 

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Gallabox is a leading WhatsApp Business Solution Provider (BSP) that empowers businesses to instantly send unlimited bulk WhatsApp messages to their contacts.

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With Gallabox’s powerful features, you can build tailored broadcast lists, segment your audience, and deliver personalized messages with ease.

Through the WhatsApp Business API, businesses can automate their broadcasts, monitor delivery statuses, and manage all customer interactions seamlessly from a single platform.

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Step 1: Start by navigating to the “Broadcast” section on the left-hand menu. If you’re handling multiple channels, no problem—simply select the one you’d like to use for this particular broadcast.

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Step 2: Click on the “New Broadcast” button in the top-right corner to begin setting up your bulk campaign. You can either select a previously approved WhatsApp Template or create a fresh one by clicking “New Template” in the same top-right area.

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Step 3: For optimal results, segment your contacts based on factors like interests or purchase history. Once you set up a segment with specific criteria, any new contacts that meet those conditions will be automatically included.

To create a segment, click the “New Segment” button in the top-right corner. A pop-up will appear where you can apply various filters to define your segment and gain deeper insights into your audience.

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Step 4: Next, create a segment by filtering contacts assigned to a specific contact owner. Once your filtered list appears, give your segment a clear and descriptive name for easy identification. Then, click the “Create Group” button to finalize and save your segment.

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Step 5: Click view count next to any segment to see how many contacts belong to that group and are ready to send a broadcast. Simply check the box next to the segments you want to target, and you can choose one or multiple segments for a truly personalized campaign. 

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Step 6: After choosing your audience and clicking Continue, a pop-up will appear.

If your message includes personalization variables, this is where you’ll map those variables within your WhatsApp template. You can also add media, such as images or videos, to enhance your message.

Step 7: Just like variable data, you can also upload or map media files and attach a payload to your template.

If you need more clarity, click “Learn More” to get a better understanding of how the payload works. Once everything is set, click Confirm. You’ll also have the option to rename your broadcast—by default, it’s labeled with the current date and time. Finally, decide whether to send your message right away or schedule it for later to maximize engagement.

Step 8: In the Target Audience section, you'll see the total number of contacts included in your broadcast. If you're sending a marketing template message, be sure to enable the toggle to send only to contacts who have opted in for marketing communications.

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This respects your customers’ consent, reduces the risk of being blocked, and helps maintain a healthy account quality rating.

On the right-hand side, you’ll see a preview of how your message will appear to the first 20 recipients. If you’d like to manage or automate replies differently, use the Broadcast Reply Settings to route incoming messages from this broadcast to a specific team, user, or bot for smoother handling.

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Step 9: Once you're satisfied with everything, hit the Send Broadcast button to deliver your messages.

What's Next?

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Adopting WhatsApp chatbots gives companies a competitive advantage and creates new possibilities for growth and creativity. We've explained several use cases with WhatsApp templates that logistics companies can use to automate shipment notifications and not keep customers in the dark.  

Handling such a wide range of use cases on your own can be exhausting—but that’s exactly where Gallabox comes in.

Gallabox lets you seamlessly integrate the WhatsApp API with your favorite tools, manage traveler contacts, and simplify bulk messaging, so your travel company can focus on what truly matters—delivering exceptional passenger care.

In addition to powerful WhatsApp messaging, Gallabox also offers a feature-rich workspace and user-friendly no-code chatbot solutions. Don’t miss out—sign up today and start your free trial!

FAQs for whatsapp chatbot for logistics

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1.What are the benefits of using WhatsApp chatbots for shipment tracking?

WhatsApp chatbots provide real-time shipment updates, reduce customer support workload, enhance customer satisfaction, and offer 24/7 automated tracking responses, improving efficiency and transparency in logistics.

2.How can WhatsApp chatbots handle delivery scheduling and rescheduling?

Chatbots allow customers to select, confirm, or modify delivery slots via WhatsApp. They integrate with courier systems to update schedules instantly and send automated confirmations and reminders.

3.Can WhatsApp chatbots integrate with existing logistics management systems?

WhatsApp chatbots can integrate with ERP, WMS, and CRM systems via APIs, ensuring seamless data synchronization, automated order updates, and improved logistics efficiency.

4.What are the limitations of using WhatsApp chatbots in logistics?

They may struggle with complex queries, lack human-like problem-solving skills, require system integration efforts, and depend on internet connectivity, which can limit accessibility in areas with poor network coverage.