Fastway can be the best in South Africa, if they just communicate.

Dear FastWay,

I understand that you are a courier service and your main point of business is logistics.

But saying that you are lacking in the customer services department, it is making you look very, very ***********.

The website tracking system works wonderful and thank you very much.

Listing the driver's numbers on your website seems helpful, but they are not allowed to answer their phones while driving, so quite a bit less helpful.

Your WhatsApp integration works well up to the point where you need to speak to a human, then you wait.

If you have more people in your customer care department it would go a long way for FastWay.

I am very disappointed that people say that South African companies are just like that. I call bull**** (apologies for swearing), You guys are proudly South African, act like it.

Invest in a proper call center and funnel calls to there, or at least train your couriers to leave notes on you awesome tracking service, something like :

Hi my name is Piet,

I am your FastWay Courier for today.

I plan to be in your area between 15:00 and 17:00 today.

Thank you very much for using Fastway.

Or

Piet here again,

I had seven flat tyres on my way to your area and will not be making it today.

I should be in your area tomorrow between 10:00 and 12:00.

Apologies for the delay, and thank you for using FastWay.

Please it is not a lot to ask from a good courier company to have aspirations of being the best.

Sitting at home a whole day waiting for a parcel and it not arriving sucks and then waiting a second day as well that sucks more.

Communication as not an added extra, it is your duty as a service provider.

Thank you for reading this message.

Hope you excel at this in the near future.

Kind regards Coenraad Ryksen