Yodel offers ‘Inflight’ delivery change service

Yodel has launched the Inflight service, a product that allows a customer to change their delivery options via the Yodel app up to one hour before their delivery is due to be delivered.

The Inflight service is designed to improve Yodel’s customers’ experience. It was piloted over the summer and is set for full roll out next year.

The Inflight service is designed to work with the two hour delivery window Xpect offering. The new service is designed to send the driver any updated instructions after the parcel has left the distribution centre.

The services have been developed by Yodel’s Innovation Lab, in conjunction with three of Yodel’s major clients; Argos, Virgin Media and Shop Direct, using customer feedback gathered through the carrier’s feedback programme, Have Your Say.

Neil Ashworth, chief commercial officer at Yodel and CEO of CollectPlus, said: “The launch of Inflight is an exciting milestone for the business and reflects our ongoing commitment to improving our service and the customer experience. Inflight offers customers greater flexibility than ever before and is designed to meet the needs of our increasingly busy lifestyles. We are providing functionality that offers customers control of when and where they can receive their delivery.  In particular, the option to re-direct packages to one of over 7,000 CollectPlus Points across the country offers the customer genuine convenience and helps to differentiate Yodel’s service.”

Commenting on the new service, Phil Hackney, group operations director at Shop Direct – the operator of Very.co.uk and one of the retailers which took part in the pilot, commented: “We’ve been trialling Inflight over the summer and the feedback from our customers has been hugely positive. The features increase the rate of delivery success on the first attempt and lower the number of calls into our contact centre, helping us improve customer satisfaction and be more efficient.”