Improve the customer delivery experience with SMS
FoodChéri and Seazon offer high-quality meals
delivered to companies (in Paris, Lyon, Bordeaux,
etc.) or to clients throughout France. It’s also a
challenge to innovate in the food sector by refining the customer experience. Mobile messaging helps them to meet this challenge.
60 000
MEALS DELIVERED
PER WEEK
20 min
MAXIMUM TIME BETWEEN ORDER AND DELIVERY
À PROPOS
FoodChéri’s mission is to be a virtuous and committed player in food delivery, offering meals that are better for your health and for the planet.
This mission is achieved through 2 brands:
SECTOR OF ACTIVITY
Food delivery
COMPANY SIZE
230 employees
CREATION DATE
2015
LOCATION
France
Download the Foodchéri & Seazon success story
instant notification order taking and tracking
SMS, an essential channel for improving customer relations
As soon as the delivery business was launched, SMS was introduced to confirm orders, alert customers to imminent deliveries and transmit customer service information.
SMS messages are sent to:
- notify about the arrival of an order (if placed on the same day),
- track delivery with a link to the site,
- notify about an anomaly (e.g. unavailable product, failed payment),
- carry out proactive customer service actions (to ensure, for example, that information sent by email has been taken into account),
- reactivate opt-in customers with promotional and awareness offers.
It's a channel that's quite effective and naturally used by people, regardless of their age.
The main challenge for FoodChéri and Seazon is to keep customers informed in real-time, via SMS, at every stage of their orders.
What is the aim of the 2 brands? To meet the logistical challenge of these lunch and dinner orders, to ensure and secure the correct delivery — to the home or office — of these fresh products on a date and at a time agreed in advance with the customer.
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HIGHLIGHTS OF SMS
- the perception of SMS (judged as non-intrusive and “facilitating” life)
- the attention paid to the SMS by the customer
- very good delivery rate
WEAKNESSES OF SMS
- restrictions on the size (in terms of number of characters) and format of content that can be circumvented by using the RCS
opt for SMS, a zero friction solution for express delivery
Optimise digital food delivery processes using SMS text messaging
For FoodChéri, the use of SMS became a necessity back in 2015/2016, when the digital pathways were in their infancy - particularly during delivery, a key moment and a major friction point in this pathway. The need for delivery tracking and notification of the courier's arrival at the bottom of the building was quite new and innovative at the time; and there were no other notification channels!
SMS has the advantage of being more direct than email, especially for people who are in the office at lunchtime. So it was quite natural to choose SMS.
The future has confirmed that SMS is a precious and indispensable ally for those involved in last-mile delivery. The key benefits are real-time visibility for the customer on the progress of his express delivery and on the restricted time slot allocated, anticipation of his presence at the delivery point and... an increase in customer satisfaction.
This integration of the SMS channel has also been extended to other contact points: customer service and marketing. Integrated into the FoodChéri and Seazon applications, it creates a unified, attractive digital customer experience.
Technically, this involves integration into the application layer via API; a back-end integration that was quick and easy to achieve. Coupled with the management of differentiated "marketing", "notification automation" & "customer service" channels, they can benefit from all the power and efficiency of the SMS channel for their processes.
stand out from the crowd by making the onboarding experience interactive and memorable
When SMS comes to lunch
The use of SMS is part of a mix of channels including email, call, chat, onsite or push notifications. Channels that are activated according to the type of contact and communication point, the effectiveness of that channel, etc. The aim is always to choose the perfect channel for each communication situation, and create the best customer journey to make FoodChéri and Seazon simple and innovative digital catering services.
Another innovative and original mobile messaging initiative implemented by FoodChéri and Seazon is the sending of a welcome voice message. This welcome message for the week's new customers, sent directly to their voicemail, replaces a one-to-one call made by the FoodChéri and Seazon teams. This personalized onboarding is rarely used by brands, and has proved highly successful.
Conversational and voice formats are part of trend where brands want to be able to establish a discussion with their customers very easily.
Beyond originality and performance, this use of voice in brand/customer interaction aims to humanize the brand, to establish a personalized, friendly and memorable digital experience. This use of voice marketing ultimately enables FoodChéri and Seazon to build engaged communities and surf the age of conversation!