Logistics and delivery
Customer service for logistics and delivery
Tell customers where their parcel is, move deliveries to a better day, and handle missing or damaged items, on WhatsApp, SMS and calls.
Photo: Tima Miroshnichenko
What Texa handles for you
Texa answers what it can straight away, checks your systems before it speaks, and passes anything that needs a person to the right team.
- Where is my parcel? Texa looks the waybill up in your system and gives the status and expected delivery time.
- Change of day or address If you allow it, Texa moves the delivery after the customer confirms, through your system.
- Missing or damaged The customer sends a photo, Texa opens a ticket for your claims team, and the customer gets the reference.
- Fees and areas Delivery fees, areas and cut-off times come from the information you approve.
- Delays When a hub is delayed, affected customers join one incident and get the same update at once.
- Riders and hubs Each hub or depot can have its own team, inbox and reports.
In use
Tracking questions answered at once
Texa checks the waybill in your system and makes the change the customer asks for, if you allow it.
How Texa answers
- Where is my parcel? Waybill TX-55210
- Texa AI
It’s out for delivery in Yaba and should reach you by 3 pm today.
- I won’t be home. Can you bring it tomorrow?
- Texa AI
Done. I’ve moved your delivery to tomorrow, 18 Oct, between 9 am and 1 pm.
Works with what you already run
Texa connects to your systems through connections you approve, and never needs a copy of your data.
- Your tracking system Through its API, or through Texa Relay for a database inside your network.
- SMS and WhatsApp Delivery updates through WhatsApp templates or SMS, within quiet hours.
- Calls Texa can call customers to confirm a delivery inside your calling window.
- Your processes Write how you handle each request in plain English, and test it before going live.
Fewer “where is my parcel?” messages
Tell customers before they have to ask
One update reaches every customer affected by a delay, and every claim is tracked to the end.
- Incidents A delay at a hub becomes one incident, with one update for everyone affected.
- Claims with references Missing and damaged parcels become tickets with promised times.
- Walk-in complaints Staff at a depot can log a complaint made in person.
- Reports by hub Tickets, response times and reasons for contact, for each hub and team.
Texa Desk for other industries
Answer every tracking question automatically
Connect WhatsApp and your tracking system, and Texa starts answering where parcels are.
Photo: Kampus Production