Customer Service in Logistics: Importance, Challenges, Strategies
Logistics customer services PMC
A team equipped with tried-and-tested contingency solutions will not only minimize the impact of these challenges but also showcase your dedication to going above and beyond for your customers, rain or shine. Unfortunately, logistics customer service is not immune from industry challenges. For instance, DispatchTrack’s 2022 report revealed that 90% of shoppers want to track their orders, but one in three weren’t able to do so. While implementing order tracking may seem easy, it still entails significant technology investment and operational adjustments. While customer service optimization may be something you’ve thought about, properly uniting customer service and logistics provides an essential point of differentiation from other companies. Thinking about customer care like this helps you to retain customers instead of chasing new ones.
And globally, last year’s volume of international freight traffic rose to 3.3 trillion tons. This growth means that logistics companies and their service providers are handling more cargo than ever before, with more destinations and modes of transport to manage. By paying attention to how the packages are transported, companies can improve customer service by addressing priorities like safety, accounting for weather conditions, and being proactive about damage or theft. Most businesses focus solely on speed and cost when choosing their transportation methods. 84% of consumers that have an issue with a brand will never complain directly to the brand itself, they’ll go straight to social media.
Use Available Resources More Productively
Order constraints also help with the order planning as the restrictions are known ahead of time. Presetting specifications also help low volume markets serve reliable and efficiently in a continuous manner. Transaction elements include everything between a order is received and delivered to the customer. During the transaction phase of customer service, a firm focusses on retrieving, logistics and customer service packing, and delivering the order to the customer in a timely and cost effective manner. This phase also includes scheduling of shipment, communication with the customer, delivery tracking, and delivery confirmation. As much as you want to provide top-tier services, it’s often resource-intensive, especially if you’re a startup finding your footing in the industry.
The logistics industry is time-sensitive, with as much as 64% of customers saying that speed is as essential as price. For this reason, you should implement a system ensuring quick service, including timely email responses, instant chat support, and responsive phone lines. This strategy addresses immediate customer needs and demonstrates your reliability. Here are common logistics challenges you could face that keep you from providing high-quality customer services. However, keeping shoppers informed about these demonstrates your commitment to accountability and customer satisfaction. Grace Lau is the Director of Growth Content at Dialpad, an AI-powered cloud communication platform and one of the leading computer telephony integration products for better and easier team collaboration.
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According to data collected by NPS Benchmark, logistics firms sit at an average NPS score of 53. Data from NICE Satmetrix shows shipping service providers with an NPS average of 35. And, Customer.guru reports an average NPS score of just 13 for logistics and transportation companies. Although organizations cannot fix the global supply chain themselves, they can use communication, transparency and personalization to support their customers and keep them updated.
In logistics, customer service is concerned with moving goods and materials from one point to another and ensuring that they arrive safely and on time. In an industry rife with challenges, Zipline Logistics believes in providing outstanding logistics customer service. This belief translates to treating our customers with respect, providing proactive solutions, expert analysis, and acting as an extension of customer’s organization. We know our dedication to service is part of what sets us apart, and our customers take note. To let customers know when their orders will arrive, organizations should offer shipment tracking apps. These tools can offer delivery timelines and status updates as customers’ packages move along the shipment process.
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