Pyrotechnics · FireChat
For logistics & delivery
Where's my parcel? Answered and actioned.
FireChat answers delivery calls, looks the parcel up in your tracking system, explains the status in plain language, and changes the delivery while the customer is still on the call.
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One call, start to finish
Customer won't be home for the delivery:
- Finds the parcel by tracking number (Tracking system)
- Offers a new slot, a locker or a collection point (Delivery rules)
- Updates the delivery in your system (Delivery ops)
- Sends a reference number and logs the case (WhatsApp · Ticketing)
During the call
Tracking
Finds the parcel across the tracking formats you handle and explains what each status actually means.
Changing a delivery
Redelivery, address changes, and redirects to a locker, POPStation or post office, booked in your system during the call.
When something goes wrong
Logs damaged, missing or wrong-item reports with the details your team needs, and explains how claims work.
Cross-border parcels
Explains customs clearance and GST for international parcels, without promising timelines.
Rules it follows
- Confirms the tracking number and contact details before it acts.
- Never promises delivery dates, claim outcomes or customs timelines on a carrier’s behalf.
- Stays calm and supportive on damaged or missing parcels, and routes them to the right process.
- Escalates to your support team, within your support hours, when a person is needed.
Set up around your business
Carriers and tracking formats, What each status means, Redelivery and collection-point rules, Exception categories, Customs and GST guidance, Support hours and escalation routes.
FireChat in other industries: Clinics · Education · Property · Retail
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