Shipping and delivery companies in Saudi Arabia and the Gulf answer one question thousands of times a day: "Where is my order?" On top of that come the problems every operations manager knows: cash-on-delivery orders refused at the door, missing or wrong addresses, drivers calling customers who never pick up, and returns that cost a trip both ways. Every order that leaves unconfirmed risks a wasted run.
The bottleneck is rarely the fleet. It is communication: a customer service team buried in calls, a WhatsApp number nobody can keep up with, and customer details scattered across tools.
How Klamna fixes delivery communication
Confirm orders before they leave
Klamna's dialer pulls cash-on-delivery orders automatically (from Salla, Zid and Shopify through the integrations, or from your own lists). An AI agent calls the customer in a natural voice, confirms the order, the address and a delivery window, and records the outcome. Anything that needs a person is passed to an agent.
WhatsApp that answers "Where is my order?"
Structured WhatsApp messages for each stage, such as order confirmed, out for delivery and delivery failed, plus a shared inbox that collects replies and routes them to the right team. The AI agent handles repeat questions from the knowledge base you write: delivery areas, cash-on-delivery rules, redelivery and returns.
A call centre that handles the peaks
One number, an IVR that separates customer service from operations, queues with position announcements and callback, and call recording for any dispute. You can even hide customer numbers from agents.
Complaints with deadlines
Late deliveries, wrong addresses and returns become tickets with response and resolution targets, escalating automatically when they slip, so no complaint gets lost between departments.
Collecting overdue amounts
A collections campaign reminds customers or merchants of outstanding amounts politely, within your calling hours and do-not-call list.
What the shipping template sets up
Choose "Shipping & delivery" and within minutes Klamna creates:
- Two teams, Customer service and Operations & delivery, with a customer service call queue.
- Labels such as Late delivery, Wrong address and Return.
- Wrap-up codes: order confirmed, order cancelled, address changed, shipment enquiry.
- Canned replies for welcome, opening hours, tracking and address confirmation.
- An SLA policy for delivery complaints and a satisfaction survey.
- Starter knowledge-base articles on delivery areas, cash on delivery and returns.
- An AI customer service agent called "Noura" who follows orders and shipments.
- Two draft campaigns, AI confirmation of COD orders and collection of overdue amounts, plus WhatsApp templates for order confirmation, out for delivery and delivery failed.
A typical day (illustrative)
In the morning, COD orders arrive from connected stores and the confirmation campaign starts calling. A customer who changed address has the order updated; one who cancelled never gets a driver at the door. At noon shipments go out and each customer receives a WhatsApp update, with replies collected in one inbox. When someone complains about a delay, a ticket opens with a clear deadline, and the supervisor follows everything on the live wallboard.
Cut wasted trips and keep customers informed. Explore the dialer and AI agents.