slacustomer-communicationexpectations
Shipping SLA Management and Customer Communication
Set and meet shipping expectations with customers effectively.
January 9, 20262 min read40 views
Shipping SLA Management
Set expectations and communicate effectively.
Defining SLAs
| SLA Type | Example |
|---|---|
| Processing time | Ships within 24 hours |
| Transit time | Arrives in 3-5 days |
| Delivery accuracy | 99%+ on-time |
| Issue resolution | Response within 24h |
Customer Expectations
| Survey Result | Percentage |
|---|---|
| Want tracking | 97% |
| Expect 3-5 day delivery | 68% |
| Want delivery date shown | 85% |
| Check tracking 2+ times | 72% |
Communication Touchpoints
| Event | Message |
|---|---|
| Order placed | Confirmation + expected date |
| Order shipped | Tracking link |
| In transit | Status update |
| Out for delivery | Delivery day alert |
| Delivered | Confirmation |
Handling Delays
| Situation | Action |
|---|---|
| Weather delay | Proactive notification |
| Carrier issue | Status + new estimate |
| Lost package | Immediate replacement |
| Customer inquiry | Quick response |
Performance Monitoring
| Metric | Target | Action if Below |
|---|---|---|
| On-time ship | 98% | Process review |
| On-time delivery | 95% | Carrier review |
| Tracking upload | 99% | Automation fix |
| Response time | < 4h | Staff adjustment |
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