Back to Shipper Hub
Recipient digital journey
Intro
We’ve designed every recipient touchpoint for a seamless, accessible, and refreshing experience for end recipients, all the way from collection to delivery. HIVED’s email and text communications, alongside our recipient tracking page, give recipients access to multiple in-flight options, on-demand live chat support, and real-time driver tracking, to view the exact location and status of an upcoming delivery.
Expandable parcel journey, including timestamps
View of parcel delivery details
In-flight options, including delivery preferences (safe place or neighbour) and reschedule delivery
Access to customer support via live chat bubble in bottom right corner
Order manifested
As soon as a parcel is manifested to HIVED (excluding perishables), an email is triggered to the recipient containing a link to their tracking page.
At this stage the recipient can:
Add delivery instructions
Reschedule their deliveries
Reach out to HIVED support
Order collected
As soon as the parcel is scanned into the HIVED depot, a "We've got your order" email is triggered to the recipient, containing a link to the tracking page.
At this stage the recipient can:
Add delivery instructions
Reschedule their deliveries
Reach out to HIVED support
Order out for delivery
As soon as the parcel is scanned into the HIVED depot, a "We've got your order" email is triggered to the recipient, containing a link to the tracking page.
At this stage the recipient can:
View their driver's location on the map
View how many stops before delivery
Add delivery instructions
Reschedule their deliveries
Reach out to HIVED support
Order delivered
When the parcel is delivered to the recipient, left in a safe place, or handed to a neighbour, a "Delivered" email is triggered, containing a link to the tracking page.
At this stage the recipient can:
View 2-3 proof of delivery photos, alongside detailed delivery notes
Rate their delivery experience out of 5 stars
Reach out to HIVED support
Order unsuccessfully delivered
If a delivery attempt is unsuccessful, the recipient receives an email with a link to the tracking page, where they can view the reason for the failed attempt (up to three attempts can be made, except for perishable goods).
At this stage the recipient can:
Add delivery instructions
Reschedule their deliveries
Reach out to HIVED support
View resolution notes left by the driver during the attempt
Recipient satisfaction email
Twelve hours after delivery, a small percentage of recipients (25%) receive a satisfaction email asking them to rate their delivery.
At this stage the recipient can:
Rate their delivery
Opt out of the recipient satisfaction email list
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