# How to keep customers informed during delivery | Advice

Canonical: https://x25pronto.at/en/blog/wie-sie-kunden-wahrend-der-zustellung-zuverlassig-informieren.html

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Austrian courier drivers.
No detours.
Even overnight.

x25pronto Austria carries approved goods shipments by car, van or Van XL personally and without unnecessary transhipment. Direct and overnight trips can be booked Monday to Sunday – subject to availability in the booking calendar.

[Calculate price](https://x25pronto.at/en/#quote)[How overnight works](https://x25pronto.at/en/overnight.html)

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# How to keep customers informed during delivery

Confirm time windows, send ETA updates and offer easy contact options. Use email, SMS and a short pre‑delivery call to reduce missed deliveries and improve trust.

13 September 2026

## Quick answer

Tell customers the essentials early: confirm the delivery window, share tracking with ETA, and provide clear contact options for changes. Use email for details, SMS for short ETA notices, and a brief call 15–30 minutes before arrival when necessary.

## Why transparent delivery communication matters

Customers expect clear delivery details today. Good communication lowers inbound queries, prevents wasted trips and raises satisfaction. For businesses in cities like Wien, Graz or Linz, timely notices reduce disruptions and delays.

## Three effective channels: email, SMS, call

Email works for full details and receipts. SMS gives instant short updates like delivery windows or ETA. A brief call 15–30 minutes before arrival helps when a person must be present. Combine channels by customer preference.

## Practical message templates

Use templates to stay consistent. Examples: order confirmation (email), 24‑hour delivery notice (email/SMS), 60/30‑minute ETA SMS, and delivery receipt with photo (email). Keep messages concise: date, time window, and a phone number for changes.

## Use tracking and ETA intelligently

Provide clear status updates and an estimated arrival time. Update ETA proactively when delays occur and explain causes (traffic, weather). A link to live tracking on a web page or app usually gives the best experience.

## Handling changes and delivery issues

Offer simple options: reschedule, alternative address, leave‑behind permission, or a callback from customer service. Define escalation steps and notify customers immediately if a delivery cannot be made. Log contact attempts for records.

## Measure and improve communication

Track KPIs like on‑time rate, customer inquiries per shipment and failed delivery attempts. Collect post‑delivery feedback to refine templates and timing. Small tweaks in wording and timing often reduce failed deliveries.

## Frequently asked questions

When should I first notify a customer about delivery? Send an order confirmation immediately after booking. Send a delivery notice 24 hours before the slot and follow up with ETA updates on the delivery day.

What should an ETA SMS include? Keep it short: shipment ID, time window or ETA, link to tracking and a contact phone number for changes.

How can I avoid missed deliveries? Confirm the time window, call 15–30 minutes before arrival when needed, and offer easy rescheduling. Record all contacts and confirmations.

Are delivery photos recommended? Photos provide proof for handovers or drop locations. Respect privacy: inform customers in advance and store images securely.

## Plan a courier trip in Austria

x25pronto Austria carries small and well packed shipments by car. Businesses can choose a direct courier trip or overnight service. Route, timing and shipment details can be entered online before booking. The guide price is then shown for the planned courier order.

[Direct courier →](https://x25pronto.at/en/direct-courier.html)[Overnight →](https://x25pronto.at/en/overnight.html)[Services →](https://x25pronto.at/en/services.html)[Calculate guide price →](https://x25pronto.at/en/#quote)

### Key points from this article

How to keep customers informed during delivery.

Why transparent delivery communication matters Customers expect clear delivery details today. Good communication lowers inbound queries, prevents wasted trips and raises satisfaction.

Three effective channels: email, SMS, call Email works for full details and receipts. SMS gives instant short updates like delivery windows or ETA.

Practical message templates Use templates to stay consistent. Examples: order confirmation (email), 24‑hour delivery notice (email/SMS), 60/30‑minute ETA SMS, and delivery receipt with photo (email).

Use tracking and ETA intelligently Provide clear status updates and an estimated arrival time. Update ETA proactively when delays occur and explain causes (traffic, weather).

Handling changes and delivery issues Offer simple options: reschedule, alternative address, leave‑behind permission, or a callback from customer service. Define escalation steps and notify customers immediately if a delivery cannot be made.

Plan a suitable trip Use the advice in this article to prepare your shipment. Then check the route, available times and guide price for the specific trip.

[Direct courier](https://x25pronto.at/en/direct-courier.html) · [Small shipments](https://x25pronto.at/en/small-shipments.html)