Dynamic route planning and scheduling software specialist, Maxoptra, has released a new Facebook bot that enables real time delivery information to be accessed by customers via social media.
Using the Facebook Messenger service, customers of retailers, delivery companies and service providers who are using Maxoptra can automatically receive an instant update on their expected delivery or service visit ETA. Generated by Maxoptra's intelligent route planning and optimisation algorithms, ETAs can be automatically and continuously updated using on-board telematics.
The newly launched Facebook bot is just one new enhancement that forms part of this month's software release. Being cloud-based, Maxoptra users automatically and immediately receive visibility of new features without having to wait for an on-site support visit. Additional functionality also in this release includes new integrations with a range of telematics and fleet management software providers, as well as improvements to email communications and safety monitoring.
Stuart Brunger, Maxoptra Business Development Director commented, "The Facebook bot is all about boosting customer service by allowing the end consumer to interact with their supplier in a way and at a time that suits them. The service is fully automated so is not limited to traditional customer service hours of operation, and Facebookers can get an answer to a simple question such as 'when is my delivery due?', without having to wait in a queue or get lost in complex telephone systems.
"For Maxoptra customers, this is a real advantage as it keeps the customer informed, and we all know an informed customer is more likely to be a happy customer, and it frees customer service personnel time allowing staff to concentrate on more important issues."
Facebook first launched chatbots for its Messenger app last year. Bots allow Facebook users to communicate with companies, such as Maxoptra users, in the same way they speak to their friends. Facebook chatbots are becoming increasingly popular.
The Maxoptra Facebook chatbot is just one enhancement in the latest release of the cloud based dispatch platform. Other new features include integration with GPS fleet tracking software Teletrac Navman and commercial vehicle telematics provider Daimler Fleetboard, improvements to unplanned order processing, configurable email personalisation and online security. Importantly, as Maxoptra is offered as a Software-as-a-Service (SaaS) solution, every new release of functionality is immediately available to subscribers the next time they log in, with no additional charge, upgrade cost or requirement for either internal or external support.