Considering the structure of the global economy, the customers are the force that could make or break a brand. The definition of good customer service is always dependent on the public. Like in all other sectors, in the logistics industry, the customers determine a business's goodwill and reputation. Therefore, customer service is crucial for a brand's success.
All entrepreneurs know that to stand out from their competitors, it's crucial to delight their clients. And considering the present context, the customers can set the bar really high when talking about a product/service's quality. Therefore, improving customer experience has become vital for freight forwarders. The customers' experience determines if a brand has a good reputation in the logistics sector. People want to have a simple and smooth experience when working with a business.
If you run a freight forwarding business, you may wonder how to kick your customers' experience up a notch.
Communicate efficiently
You already know that speed is crucial in logistics, no matter if it's an order or answering a question from a client who cannot track their order. You need to act immediately and provide the client with the service they expect to. The first step in improving communication with your audience is to create an online system where your clients can find information and support. As you've probably noticed, fewer and fewer call the support hotline and instead are asking for online methods to reach you. Clients prefer online solutions when they need information or support and would rather get in touch with a chatbot or live chat assistant than call your customer support line.
This requires developing a well-functioning online system that meets your clients' needs and provides them with answers consistently, speedy, and honest. Ensure that your online customer support system is able to answer even the most complex and technical questions.
Employ the right software
Condition monitoring and data logging are two essential aspects of a logistics business. If you transport medicine or fresh food, ensure that your software can monitor humidity, temperature, and other essential factors in transport cars. The last thing you need is to deliver damaged goods. Waste and spoilage are the highest money-burners in logistics, so investing in a programme that helps you prevent them is crucial. Besides investing and employing the right software, you also need someone to monitor and utilize the information it provides.
Use the proper communication channels
It's no secret that your clients want to reach your support assistants in the most convenient ways. Telephone and email support are no longer as popular as they were a couple of years ago, so you need to meet your customers in the places they prefer. People nowadays use online platforms when they need quick and easy support.
Your logistics support team should connect with your clients via live web chat, SMS texting, social media, and chatbots to ensure they cater a solution to every preference. You can choose from several customer support platforms, but make sure you pick the ones your clients feel most comfortable with.
Social media is one of the most popular customer support solutions nowadays. Most people have social media accounts and find it easier to engage with the brands they buy from in an environment where they spend plenty of time. Open social media accounts on your customers' platforms and provide admin credentials to your support team. It will also help if you post content regularly to keep your following informed and establish your brand as an authority in the industry. It's really quite simple to communicate with your clients these days.
Develop processes for learning and training
The logistics industry is constantly growing and changing, so you need to keep up. Therefore, your workforce should constantly learn new things to identify the best solutions and use equipment and tools effectively. If you want to use intelligent transport technology to improve vehicle safety and delivery performance, train your employees and drivers on how to use it. It's crucial to use the latest technology if you want to deliver parcels in time and enhance business performance. Your clients expect your business to deliver the goods fast and in top-notch conditions, and intelligent technology can help you match their requirements. Your management team should also be updated with the latest trends implemented in the logistics industry to identify the best solutions to keep your customers happy.
It's essential to train your workforce in an effective and timely way so your representatives hold the necessary knowledge to provide your clients with information. You can deploy an all-access platform that enables them to access all the data they need. You can add, update, and remove materials, apps, and systems whenever you need to improve your logistics business.
Reduce customer touch points
When a client is upset and submits a support request, the last thing they want is you to pass them around from one department to another and no representative to offer them a solution or answer. They don't want to engage with three or four customer support agents; they want to discuss their problem with someone who can immediately provide a solution. Your customers should feel confident that if they contact your customer support team, someone will solve their issue effectively.
The supply chain is one of the most unpredictable things in the business world, so you need to create a line of communication between all your customer support departments, so they can brainstorm and search for solutions behind the scenes. You could use workspace and collaboration software to improve customer support.
Let's wrap it up
You probably understand by now that customer service has a significant impact on your reputation and relationship with the public. Nowadays, it's crucial to take advantage of all the solutions available to monitor freight conditions and prevent issues. In the present vertical market, customer support has a vital role. Your business is constantly faced with numerous queries, and being able to solve your clients' problems fast, can prevent a catastrophe.
