Preguntas frecuentes
What should I include in a vessel departure notification?
Include booking reference, vessel name and IMO number, actual departure date and time, expected arrival date at destination port, total transit time, cargo brief description and weight, and a link to online tracking. Add any special handling requirements and contact information for questions. Include your operations team phone number for urgent issues.
How often should I send port and progress updates?
Send a departure confirmation email immediately when the vessel leaves port. Send a second email when the vessel reaches a significant waypoint or after 7 days of ocean transit. Send a third email 3-5 days before expected arrival. Send an arrival notification the moment the vessel docks. This frequency keeps customers informed without being excessive and allows them to plan their operations.
How do I handle and communicate vessel delays?
Send a delay notification immediately when you become aware of it. Explain the cause (weather, mechanical, port congestion, customs) clearly. Provide your best estimate of revised ETA and whether this affects cargo opening dates or downstream commitments. Send follow-up emails as you get updates. When delay is resolved, send a notification confirming the vessel is back on schedule. Transparency builds trust even when news is bad.
Can I use email to sell new trade routes or services?
Yes, but be strategic. When you add a new trade lane, email forwarders and brokers who specialize in that region with details about weekly departures, competitive rates, and service features. Share testimonials from other customers on that lane. For customers shipping on existing lanes, email them about premium services like guaranteed space, dedicated containers, or white-glove cargo handling. Personalize offers based on their shipping history.
How do I build my shipping company email list?
Build your list from existing customers and shippers who book cargo. Import your CRM contacts and ask for permission to email them. Use your website to capture emails from freight forwarders and brokers interested in your services. Attend shipping conferences and trade shows to collect emails. Always provide value through industry news, rate information, and route availability so people want to stay subscribed.
What metrics matter most for shipping company email?
Track delivery rate because critical alerts must arrive reliably. Monitor open rates on vessel notifications, which should be high since customers need the information. Watch click-through rates on your online tracking portal. Track conversion from email engagement to new bookings and contract renewals. Monitor unsubscribe and complaint rates to ensure frequency and content are appropriate.