What senders and recipients expect
Delivery has been commoditised by the big platforms, and customer expectations came with it: an instant price, an immediate pickup window, and a map showing where the courier is. A service that answers by phone and confirms by message is competing against an app, and losing regardless of how good the couriers are. The larger revenue, meanwhile, sits with business senders who need recurring pickups, consolidated invoicing and an integration — and who cannot get any of it from a contact form.
What we build for a courier service
First, instant rate calculation by distance, weight and urgency, with order placement in the same flow. Second, live tracking for sender and recipient, which is now the baseline expectation rather than a differentiator. Third, a courier-facing interface for assignments, proof of delivery and cash handling, so dispatch stops running on calls. Fourth, business accounts with recurring pickups, consolidated invoices and an API, which is where the volume and the margin actually are.