4 Factors Why Customer Service in Logistics Is Important

If you’ve opted-in for live updates, you might even receive texts like the one below, telling you that an order has been shipped. In the logistics industry, the level of customer service a transportation firm provides is a predictive measure of their ability to improve your performance while helping to solve common issues. The key to delivering better customer service is that it’s not really about you, it’s about the customer. Take a few moments today to think about how you can deliver the best possible experience for your customers.

• So always remember that unless your customer service is outstanding, you won’t have a very good reputation, which is the most important aspect of any business nowadays.
• The second element of customer service occurs during the transaction stage.
• Of course, you’ll still want to attract customers—and luckily, good customer service also enables you to do that.
• After all, satisfied buyers are more than clientele — they often translate into repeat buyers and advocates who recommend your products and services,  making them an invaluable asset to your brand.
• The paperwork that accompanies the flow of physical product is considered to be the documentation flow.

In this situation, your transportation costs expectations were met but your expected service quality was not met. Logistics customer service is a part of a firm’s overall customer service offering, customer service elements that are specific to logistics operations including fulfillment, speed, quality, and cost. The term fulfillment process has been described as the entire process of filling the customer’s order.

4. Importance of logistics customer service

The faster you deliver information, the faster you can act and thats what customers want, said Cisneros. Rather than just providing a standard order tracker, Dominos makes the feature fun and engaging. It tells customers when they can expect their delivery, where their food is being made, and where their order is in the “assembly” process.

By making customers feel valued, confident, and content, you not only encourage their repeat business but also boost the chances of them recommending your company to others. We assembled a skilled team, proficient in the client’s language and trained in customer-oriented service, to handle all communication channels efficiently. Our focus was on reducing waiting times and increasing first call resolution rates, which significantly boosted customer satisfaction. In reverse logistics, this stage is particularly important as it defines the company’s strategy to focus on customer needs and experiences. The effectiveness of these efforts significantly impacts customers’ perceptions of the company’s services.

Other Key Offerings in Logistics Customer Service

The way you handle inquiries, resolve issues, and maintain open lines of communication directly influences that. In other words, providing seamless, real-time customer service is crucial and plays a pivotal role in fostering a lasting positive image for your brand. Customer service involves an array of activities to keep existing customers satisfied.

Are you considering outsourcing as a solution to your customer support challenges? 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. That said, tech presents significant opportunities for enhancing operational efficiency. For instance, automated customer service solutions, such as chatbots, streamline communication by addressing basic inquiries promptly.

Build a process to fuel continual learning for employees

For companies looking to expand globally, excellent customer service accelerates their growth manifold. Like all companies, logistics companies need to think carefully about the ways they’re treating their customers. While you may understand the importance of logistics, you may not understand the value of quality customer service—a key factor in business success. When backlogs in the order cycle occur, it is required to distinguish orders from each other.

They also enjoy much the same advantages such as speed of vehicles, growing demand, and fuel prices. Read the latest tips, research, best practices, and insights from our community of expert B2B service providers. Make sure you actually do this, too—and ask yourself questions like ‘What is touch base email? An automated and error-free invoicing system provides accurate and timely financial information, making you more trustworthy and reliable. Last-mile delivery involves transporting goods from a distribution hub to the end recipient’s doorstep. A significant problem is the complexity of urban environments — congested traffic, unnavigable addresses, and diverse delivery preferences that may be difficult to fulfill.

Securing Business Sustainability

Through our approach to technologically enabled logistics management, our customers can be sure we are working toward solving their transportation problems. Whether working transactionally or as a full outsource, Zipline Logistics provides its customers with the highest customer service. Consistently working with the same transportation provider level will allow them to have greater visibility into your supply chain. Along with merely notifying you of the problem, your provider should also offer solutions that can help mitigate the risk of late delivery. Your provider should work to recover a failed shipment or find temporary warehousing solutions until it can be delivered.

Recognizing the critical role of fleet teams in the logistics ecosystem, it’s important to prioritize driver service as a key element of customer satisfaction. Happy and motivated drivers are more likely to provide exceptional customer service, as they’re the direct link between the company and its clients. Ensuring driver well-being, fair compensation, and recognition for their efforts contribute to fostering a customer-centric culture within the company. On the other hand, customer service teams play a crucial role in providing real-time updates, addressing inquiries, and resolving issues that may arise during the transportation and delivery process. In the logistics industry, good customer service will improve your brand’s exposure in the market due to positive reviews left by clients that are happy about your business.

How to create new freight forwarding business opportunities

An example is computer software manufacturers who allow consumers to telephone them to discuss problems they are encountering with the software. Servicing equipment in the field and training new users are other examples of customer service. The term user-friendly is sometimes applied; the firm wants to develop a reputation as being easy to do business with.

Jesse Genet, CEO and Co-founder of Lumi, said this is key because teams need to be able to smoothly work together to solve problems before they reach your customers. One way to reduce friction in your logistics process is to partner with other businesses that can help you store or distribute resources. When you’re running a business, timing is everything, and a late delivery almost always throws off your schedule if you aren’t alerted to the delay ahead of time.

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Effective warehousing ensures that goods are stored safely, organized efficiently, and dispatched as required. Additionally, it significantly contributes to higher employee retention rates, boosts overall productivity, and offers crucial insights into customer preferences. Most importantly, about 46% of logistics leaders emphasize customer service in logistics the importance of maintaining supply chain visibility, recognizing it as a top priority. We successfully managed over 7,500 calls per day, achieving a 91% customer satisfaction rate. The logistics company commended us for our efficient project launch, excellent IT support, and the high performance of our agents.

Customers like knowing what your business knows, especially when it’s information pertaining to their purchase order. If an order is delayed, they want to know why it was and whether the problem will happen again in the future. In these cases, it’s better to provide more details than less, so customers can trust that your business has handled the problem.

The aftermath of any disaster could be enormous and annihilating for any logistics operations, especially for healthcare industry. In case of an emergency, the healthcare organizations in the affected region may experience out of stock situation for medical supplies which eventually impact their services. Healthcare providers need to replenish their supplies from central distribution centers or unaffected regional distribution centers.

In this post, we’ll discuss the important role customer service plays in your business logistics as well as what you can do to better sync your customer service team with your logistics operation. However, even if working with a logistics firm on a transactional level, they should still provide you with expert customer service and an effective plan to complete any delivery. Logistics customer service improvements have been a hot topic lately throughout supply-chain and e-commerce circles. On-demand bundling is the practice of bundling supply chain orders and putting them in a container or truck together with the intent of shipping them to a common location.

Therefore, customer service in logistics, nowadays, became really important for freight forwarders all around the globe. If you are not seeing the results you want in your logistics business, it is good practice to reconsider your customer service methods. With the help of self customer service solutions and a skilled customer service team, you can, with minimal effort, retain as well as gain new customers. All reputed logistics companies such as FedEx, UPS, Purolator, etc. provide DIY customer service options that are available to customers 24/7. From information on how to track orders to how to process returns,  these explainer videos can guide the customers through A to Z of your business operations. Brands like DHL are utilizing customer support videos to guide customers through DIY customer service.