4 Tips To Improve Customer Service In Logistics

Businesses rely on logistics and transportation providers to move and deliver their products effectively, but some delays and setbacks are inevitable. Supply chain interruptions cannot be controlled, so it is necessary to focus on customer service.

To remain competitive and build long-term business partnerships, trust has to be built with customers. High-quality, omnichannel, 24/7 customer service is a must. But what specific services need to be provided and how can the logistics customer experience (CX) be improved?

Key Offerings In Logistics Customer Service

Customer service in logistics involves creating long-term relationships and positive experiences that lead to loyalty.

In this sense, efforts must contribute to customer retention and reinforce trust in the brand. To achieve this goal, it is essential to provide excellent care for:

Inquiries about Products and Services

• Order tracking.
• Resolution of claims.
• Shipping requests.
• Technical assistance.

Even if a shipment goes well, mediocre customer service can turn a positive experience into a negative one, hurting the logistics company’s reputation.

4 Tips To Improve Customer Service In Logistics

Customer service is one of the most important aspects of logistics. So what can companies do to improve it? Here are four key ways to create the best logistics experience possible for the customer:

1) Offer Global Customer Service, 24/7/365

It’s a challenge to keep up with 24/7 customer service in a global economy, particularly in an industry where customers and suppliers are often dispersed around the world. However, that same challenge also makes it a necessity: customer satisfaction in logistics starts with being available to users during their business hours, no matter where they are in the world.

Along with a global presence, it is important to have a multilingual customer service so that language is never an issue.

2) Communicate Quickly

The only way to meet customer expectations for speed and transparency is by responding to inquiries quickly with accurate information in near real time. The quicker responses can be communicated, the sooner the team and customers can take appropriate action.

Proactive communication with customers (for example, to provide shipping updates) builds trust and shows them that they are in good hands.

3) Train Employees Regularly

Customer service will be one of the main points of contact with the logistics company. Because agents serve as the voice of the brand, they must have a deep understanding of the company’s systems, processes, and core values. In other words, regular employee training is vital.

With regulatory changes, supply chain disruptions, and economic changes, everything can change quickly in transportation and logistics. Therefore, it is necessary to improve the skills of the customer service team, offering them training at least once a year to ensure that all employees have the same knowledge of internal processes and industry trends.

Having an established training program is particularly important when hiring a large group of new employees: quality is just as important as quantity, so training is a key part of ensuring the company has enough staff to meet demand. .

4) Provides Omnichannel Communication

Customer expectations have skyrocketed in recent years, so a customer support phone number is no longer enough on its own. It is good practice to provide omnichannel support, including:

• Email: In addition to being fast and reliable, email allows everyone to keep track of the conversation and refer to it when necessary.
• Live Chat: Chat enables real-time conversation without hopping on the phone, which can save time for both customers and internal teams.
• SMS: Particularly important for customers on the go, SMS enables real-time responses and order updates.
• Voice: Some issues are easier to communicate over the phone and there are still many customers who feel that the experience is more “human” that way. Even as customer service as a whole moves towards digital options, it’s still important to offer phone support.

If the logistics company uses multiple channels for communication, the experience needs to remain cohesive: no one wants to jump from one channel to another and have to repeat themselves.

If the logistics company uses multiple channels for communication, the experience needs to remain cohesive: no one wants to jump from one channel to another and have to repeat themselves.

Long-term Business Relationships Are Worth the Effort of Customer Service

Acquiring new customers is more challenging and expensive than keeping existing ones, and providing excellent service is essential.

By offering 24/7 global support, communicating effectively, training employees thoroughly and frequently, and providing omnichannel communication options, logistics companies can meet the expectations of customers and foster long-term business relationships.