Yodel has announced the release of Inflight, a new set of features that will allow customers to make changes to deliveries online or via the Yodel mobile app. Infight is part of Yodel’s ongoing innovative programme and is aimed at improving the customer experience. The service has been piloted over the summer – with among others very.co.uk, part of the Shop Direct Group – and will be rolled out in full in the New Year.
Inflight has been designed to work with Yodel’s Xpect service, which already provides customers with a two-hour delivery window. The new features, which can be tailored by client, will give customers the ability to easily send the carrier instructions after they’ve left the retailer’s check out environment.
As soon as parcels arrive at Yodel’s network, customers receive notifications and are being informed with the available Inflight options, and can select a safe place where parcels should be left is no-one is home, nominate a neighbour to receive parcels, change the delivery address, redirect the package to one of the over 7,000 CollectPlus Point nationwide, change the delivery date, keep the parcel at the nearest Yodel customer delivery depot for collection, or use the ‘Hold, I’m on holiday’ feature.
The new set of features have been developed by Yodel’s Innovation Lab, in cooperation with three of Yodel’s major clients, Argos, Virgin Media and Shop Direct, using customer feedback gathered through the carrier’s feedback programme, Have Your Say.
Phil Hackney, Group Operations Director at Shop Direct – the operator of Very.co.uk and one of the retailers which took part in the pilot, commented: “The features increase the rate of delivery success on the first attempt and lower the number of calls into our contact centre, helping us improve customer satisfaction and be more efficient.”
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