Scheduling

The three scheduling alerts customers actually want

There are only three alerts a scheduling customer actually wants, and sending more than three trains them to ignore all of them.

The night before, so they can prepare. On the way, so they know it is happening. Finished, with anything they should know — that is the whole list.

Let them choose the channel. Some want texts, some want email, some want neither, and honouring that is the difference between helpful and irritating.

Consistency matters more than cleverness. An alert that arrives every time becomes something they rely on; one that arrives sometimes becomes noise.

Handled properly this quietly reduces inbound calls, because most of what customers ring to ask is exactly what these three messages already told them.