The Situation

While TFMXpress is a popular carrier choice for our customers—often because it is the most cost-effective option—it comes with a known drawback: they do not provide real-time tracking updates. This lack of visibility frequently leads to customer inquiries and frustration when shipments cannot be actively monitored.

Our Goal

We want to proactively set and manage customer expectations. By being completely transparent about the tracking limitations of TFMXpress, we empower our customers to make informed decisions. If a shipment requires strict visibility, knowing this information upfront allows them to choose an alternative carrier, ultimately improving their overall satisfaction and reducing support tickets.

The Action Plan

To achieve this, we are rolling out a two-step approach:

1. Managing Existing Inquiries (Reactive Support)

For customers who have already booked with TFMXpress and are reaching out about tracking delays:

• Educate the Customer: Politely inform the customer that their chosen carrier, TFMXpress, currently does not support real-time tracking capabilities.

• Reassure and Set Expectations: Let them know that a lack of tracking updates is normal for this specific carrier and does not necessarily indicate a problem with their delivery.

• Contact Carrier and escalate, as necessary (refer to TFMXpress - Account Manager, Services & Prices for contact details)
  
  

2. Improving the Booking Experience (Proactive Automation)

To prevent future confusion and minimize inquiries, we are automating how we communicate this limitation during the initial booking phase:

• Automated UI Notification: Whenever a customer is presented with TFMXpress as a carrier option on our platform, a clear warning notification will be displayed on the user interface (UI). (Related article: How To Create/Update Carrier Messages in Live)

• Informed Choices: This alert will explicitly state that TFMXpress does not feature real-time tracking. This ensures the customer is aware of the trade-off (lower cost vs. lower visibility) before they finalize their booking.