Should we use SMS or email for delivery updates?

Use SMS for individuals due to higher open rates; use email for businesses to provide a record and include Proof of Delivery links.

What are the essential delivery notifications to send?

Send an Out-for-Delivery message with ETA and tracking, a You’re Next alert one stop before arrival, and a Delivery Completed message with POD.

How can AI improve delivery communication?

AI can auto-reschedule failed or unsuitable slots and instantly answer Where is my package? queries by pulling live tracking data.

How do we reduce redeliveries for large items?

Confirm the delivery date in advance and allow customers to accept or reschedule via a link. Send reminders the day before and morning of delivery.

Best Practices for Customer Delivery Communication in 2025

Simon Webb
4 days ago
3 min read

As we head into the busiest delivery season of the year (believe it or not Black Friday, Cyber Monday, and the Christmas rush are fast approaching) now is the perfect time to review how you communicate delivery information to your customers.

Clear, proactive communication not only reduces failed deliveries and customer frustration, it drives repeat business, positive reviews, and happier drivers and staff.

Customer receiving out-for-delivery and you’re-next text messages from John’s Toy Store on their iPhone at home.

At Tarot Analytics, we’ve seen firsthand how better delivery communication transforms the customer experience. Here are our best practices for delivery communication in 2025, drawn from hundreds of companies using Tarot Routing across Australia, Europe, and the US.

1️⃣ Match your communication channel to your audience

The messages you send — and the medium you use — should depend on what you’re delivering and who you’re delivering to.

For individuals, SMS is still king.

Text messages have far higher open rates than email and are ideal for time-sensitive delivery notifications.

Example of SMS delivery notifications showing out-for-delivery and you’re-next messages with live tracking links and estimated arrival times.

💡 Best practice: Send an “Out for Delivery” SMS when your driver departs, including:

An estimated arrival time (ETA)
A real-time tracking link so they have the latest delivery information easily available.

Follow up with a “You’re Next” message when the driver is one stop away. This gives customers time to prepare and reduces missed deliveries.

For business customers, email works better.

B2B recipients often need a digital record of deliveries and prefer structured communication.

💡 Best practice: Send an “Out for Delivery” email when the driver leaves the depot, and follow up with a “Delivery Completed” message that includes:

Delivery confirmation (time, location, invoice number etc.)
A link to download Proof of Delivery (POD) documents

2️⃣ Communicate early for large or high-value deliveries

When delivering bulky or high-value items (such as furniture, whitegoods, or medical equipment) pre-delivery confirmation is essential. Redelivery is expensive and inconvenient, and you can’t exactly leave a sofa on the doorstep.

Example of a delivery scheduling SMS allowing the customer to accept or reschedule their delivery date via a tracking link.

💡 Best practice:

Use a two-step approach:

Confirm the delivery date in advance — via email or SMS with a link to reschedule if needed.
Send reminders the day before and on the morning of delivery to ensure someone will be available to receive it.

Then send your standard “Out for Delivery” and “You’re Next” / “Delivery Completed” messages.

3️⃣ Automate Your Delivery Communication, Then Enhance It with AI.

With Tarot Routing, you can automate all of your customer delivery messages — and make them feel personal.

Using Events & Actions, your system automatically triggers SMS or email notifications based on driver activity, route progress, or delivery status. No more manual updates, just the right message, at the right time.

For large or time-sensitive deliveries, the Interactive Delivery Management (IDM) module takes it even further, allowing customers to:

View proposed delivery dates and times then
Accept or reschedule the delivery easily through the tracking link

Once your delivery communication is automated, you can enhance it with AI and handle customer interactions at scale.

🤖 AI-powered rescheduling: When a customer can’t make the original slot, an AI assistant automatically offers the next best available window reducing manual planner workload.
💬 “Where’s my package?” automation: AI chatbots can instantly respond to delivery status queries by referencing live tracking data from Tarot Routing. Reducing inbound calls and phone tag between customer support and the warehouse, while giving customers immediate answers.

By combining automation and AI, delivery operations become faster, smarter, and more resilient. Fewer failed deliveries, less planner intervention, and a smoother experience for your customers.

4️⃣ Make 2025 your most efficient delivery season yet

As online orders surge, customer expectations are higher than ever. Fast, transparent delivery communication is no longer a “nice to have”, it’s essential.

If you’d like to see how Tarot Routing can help you automate customer notifications, streamline communication, and reduce failed deliveries, book a demo with our team today.