Understanding the Values of Call Center Service in Logistics Management

Given the current structure of the global economy, the definition of a good brand or high-quality service is determined by the customers. The customer, just like in any other industry, decides the reputation and goodwill of the organization in the logistics industry. Thus, in logistics, customer service is critical to success.

Logistics is a major determining factor in a company's efficiency and production. Moving goods to the market or acquiring raw materials becomes simple with a proper logistics plan. However, logistics alone isn't enough. Customer service in logistics is an important part of a successful logistics plan. Excellent customer service in logistics is essential to the smooth operation of logistical activities. As a result, customer service in logistics has grown increasingly vital for freight forwarders around the world in recent years.

How Customer Service is a Market Advantage in Logistics Industry

Customer service is a broad term for a department that coordinates all interactions between a corporation and its customers. It responds to queries and concerns while also gathering statistics on the overall efficiency of the service. With increased market competition and new kinds of public contact, such as social networks, customer service investment keeps on growing.

In addition to being a source of customer happiness, it is this sector that is now most responsible for connecting demand to service and identifying operational deficiencies in relation to projected delivery.

The Importance of Customer Service in the Logistics Industry

As stated earlier, customer service holds a very high value in the logistics industry. Logistics businesses are the partners who ensure that things are delivered to the right locations, on schedule, and at a reasonable cost. A single disruption in the transportation process can be devastating for the firm, significantly impacting logistics customer service. Therefore, the focus of customer service should be switched from a product-oriented strategy to a customer-focused strategy in order to develop a long-term relationship with customers and gain their loyalty.

According to Front's 2019 Logistics Tech Trends research, customer service is a vital component of 98% of logistics organizations' entire business strategy. And 55% indicated their biggest issue is keeping up with customer service 24 hours a day, seven days a week. 

The following pointers touch on the importance of customer service in logistics and how customer service propels a company forward:

Good Customer Service Help in Building Customer Loyalty and Keeping a Client 

When you keep a client, you automatically raise your profits. A repeat client is someone who is loyal to a company and hence spends more money on its products and services. As a result, the company spends less on running costs while earning more from returning customers. In fact, after a favorable customer service experience, 52% of consumers report they made a second purchase from the company.

Customer service improves client retention and ensures recurring business at a cheaper cost than Customer Acquisition Costs (CAC). Moreover, it costs 6-7 times more to acquire a new customer than it does to keep an existing one. As a result, investing in customer service can lower the churn rate, which ultimately reduces the amount spent on gaining new customers and the overall CAC.

A Positive Brand Image is Enhanced By Excellent Customer Service

Customers are the ones that create brands. Excellent customer service improves your brand's image and makes it more appealing in the marketplace. Customers' favorable evaluations and feedback surveys about your brand's products and services, and thus about the business, increase the overall gains and opportunities for your company. When a client believes they have received inadequate client care, a bad audit is likely to occur. As a result, effective customer service is critical to your company's success.

Happy, Sensitive, and Positive Customer Service Representatives Are Necessary for Good Customer Service.

Customer Service Representatives serve as the brand's primary point of contact with its customers. A polite customer care representative, according to 68% of customers, is the key to exceptional customer service. 

As a result, the customer service representative is responsible for the entire engagement with the consumer. A disgruntled customer service representative, of course, will not deliver excellent service. Employees do not like being neglected or compared to representatives from other groups, and client assistance groups are no exception. 

Customers Who Are Satisfied and Happy Are Good Brand Ambassadors

Happy customers are the result of good, robust, and successful customer service. This not only implies returning customers, but it also means fantastic brand exposure. A recent study shows that 70% of customers have already decided to support a firm that provides excellent customer service.

A satisfied customer will recommend the brand or company to others. It's essentially a chain reaction. A happy, satisfied customer service team goes above and beyond to meet and exceed the customers' expectations. Customers who are pleased with the brand recommend it to others. Moreover, we believe that word-of-mouth advertising from customers is the most efficient and cost-effective.

As a result, investing in keeping customer service representatives motivated and happy empowers customer service, providing ample reasons for customers to remain loyal and spread the word about your company.

A Good Customer Service Help Your Brand Gain Competitive Advantage Over Rivals

It is important to stand out and shine above your competitors, regardless of the industry or business. Being the "second-best" is not an option. When it comes to customer service, Americans will pay 17% extra to do business with companies that have a good reputation. Hence, being better than your competition is what allows a business to thrive, and clients must be aware that they are dealing with the best. This keeps clients loyal and ensures that they interact with the brand image frequently. 

Tips to Establish and Improve Call Center Service Department in Logistics

Highlighted below are the tips to improve the call center service department in logistics:

Communicate Quickly and Thoroughly

Whether it's a new business inquiry or a question about an existing order, your customers expect good communication when they contact you. You should prioritize speed, honesty, and consistency in your interaction with customers. 

Create a System That Encourages Employees to Learn New Things Regularly

Being a part of a high-growth company in a fast-paced field like logistics necessitates ongoing learning for sales, support, and account management representatives. This means that corporate leaders must give ongoing training to keep these representatives prepared and up to date, especially when they're juggling a wide range of knowledge on materials, systems, and regions.

On top of a standard training program for newly hired personnel, provide a procedure for ongoing education to provide reps with ongoing training. This should be a scheduled, structured time to go through process modifications, discuss updates, and swap solutions that could benefit the rest of the team. 

Limit the Number of Times Your Staff Interacts with Customers

When you make a support request, it can be aggravating to be transferred from one representative to the next. Customers don't want to hear from several members of your team, and they certainly don't want to see your team's deliberations and obstacles on the way to a solution. Customers simply want to know that your company can provide them with a solution.

Take Advantage of the Different Communication Channels

Most customers expect to be able to contact you via email and phone, but many organizations are increasing their reach to include SMS texting and live internet chat. A good customer service strategy necessitates being present where and when customers want to contact you.

To achieve this, we recommend that you use the following communication channels:

  • Email: Customers typically contact you via email for everything from new business to support. It's simple, quick, and dependable.
  • Phone: Some customers prefer hearing the voice of whoever is attending to them.
  • SMS texting: Use a company SMS service to send customers order updates, confirmations, and other information in real-time. Consider employing an SMS service that allows customers to respond, allowing for two-way interaction.
  • Social Media: Customers may contact your business via social media with sales requests or questions. You're missing out on prospective business if you don't frequently monitor these channels.

Unify Your Communication

When you switch from one mode of communication to another, information is bound to get lost. This isn't conducive to a positive customer experience.

Use a good shared inbox software that integrates your messages into a single platform to solve this problem. Email, SMS texts, live chat, phone logs, social media, and other forms of communication should be stored in the software. Your team should be able to interact with messages right on the platform, thereby turning your email into a work hub and a trustworthy audit trail.

Delivering Top-Notch Customer Service with Outsourced Call Center Services

Delivering outstanding logistics customer service that delights your clients is essential to your company's reputation. Unfortunately, most organizations lack the necessary finances, time, or expertise to do so effectively. This is why entrusting your customer support to a contact center can transform your company and give your brand a boost. 

You'll be able to provide a superior customer experience (CX), create an omnichannel approach to customer service, scale your business for seasonal demand, access innovative technology such as artificial intelligence (AI), and much more by partnering with an outsourced contact center that fits perfectly with your company. 

Wrap Up

For logistic operators, increasing customer happiness and loyalty is important since it immediately affects their bottom line. Your clients expect real-time information, and if you can offer it, it demonstrates your dependability as a service provider. Remember that hiring an outsourced contact center like Wow Customer Support can help you give top-notch service to your clients while also assisting you in managing your employees. 

10 Valid Reasons to Outsource Inbound Call Center Services

Call center outsourcing has gained popularity in recent times as more companies leverage BPOs. This is because handling various customer communication channels such as callsemailswebchats, and text messages–in-house is an expensive proposition. It requires investment in facilities, equipment, technology, time and energy for staff training and ongoing operations. Therefore, many Fortune 500 enterprises and government agencies outsource inbound call center services to ensure they stay focused on core competencies.

Generally, inbound call center services are availed by organizations to manage incoming calls from customers/clients. Trained inbound call center agents handle these calls, who are experts in providing such information and resolving queries. Also, an inbound call center offers workspaces for call center executives to handle calls. Usually, an agent is given a computer and a headset connected to a telecom switch to attend customer calls.

Why outsource inbound call center services?

Customer support services have become one of the most critical components of any business strategy for organizations worldwide. Hence, inbound call center outsourcing has multiple benefits apart from cost reductions. Also, India provides one of the best inbound call center services across the world. Not convinced? Then here are a few reasons why you should consider outsourcing inbound call center services.

  • 24×7 service for your customers

If you run a business that caters to customers across the globe, a good idea is to outsource your inbound call center services. For companies in Europe and North America, outsourcing customer support services to India is very favorable. With almost a 10-12 hour difference in their time zones, they will be able to provide services round the clock, making your business operate 24×7.

  • Offers flexibility and scalability

Due to seasonal surges, most businesses tend to have an unpredictable workload. Sometimes, you end up with idle agents due to low business volumes or end with inadequate staff due to excessive workload. Therefore, to avoid such issues, you can always to outsource inbound call center services. Moreover, inbound call center companies are already equipped to handle such situations. They can customize their services to give you the flexibility to utilize their services according to your needs.

Furthermore, in India, you can find a highly trained workforce with diverse skill sets at an affordable price that will help you deliver optimum results.

  • Stability and attractive IT policies

When you provide great customer services to your clients, you create a mindset that your company really cares about its customer’s experience. This creates loyal customers who might refer you to their colleagues, leading to a stable growth in your business.

India is an ideal country to outsource inbound call center services as a pro-IT government supports it. Their GDP growth policies, economy, power, taxation, industrial parks, telecom and special zones have been extremely favorable for the IT sector. Also, IT is considered as one of the top five priority industries, and thus the policies framed by the Indian government aim to harvest the most out of IT outsourcing.

  • Expert support staff and management

Inbound call center companies are generally expert service providers with well-trained managers and support staffs. They have years of experience with call center operations. On the other hand, in-house call centers struggle as they will be used to providing customer care for one type of product or service. Therefore, when you outsource inbound call center services, you get access to institutional knowledge and skills necessary for top-tier customer service.

India is known for its well trained and educated workforce. In a year, nearly two million graduates are English speaking students, and out of which approximately 75,000 students are IT graduates. Hence, this is a huge advantage for call center operations, which require fluency in English. Due to a large workforce, inbound call center service companies in India can provide scalable services to your business.

  • Focus on core operations

Generally, inbound call centers are the primary touchpoints for your customers. Therefore, how you interact with them plays a crucial role in your business growth. Therefore, apart from expert services, you free up your time and workforce to focus on core operations while the rest is taken care of by the inbound call center companies.

  • No capital investments

Having an in-house inbound customer service operation would require you to spend heavily on real estate, infrastructure and software. These investments can be quite heavy on your pockets, especially if you are starting out. On the contrary, outsourcing inbound call center services to a reliable operator will provide you instant access to all these resources without breaking the bank. Especially in India, inbound call center companies offer cost-effective and customized plans for your business so that you pay for only the services you utilize.

  • Access to the latest technology and tools

Inbound call center companies generally invest in the best technologies for multichannel customer support services. They utilize software tools that offer features like cloud-based platforms, VoIP, email, webchat, SMS text, social media monitoring, etc. Therefore, you gain access to advanced tech at affordable rates.

India is currently in the middle of a digital wave, and therefore the government hopes to connect the entire country with a robust IT infrastructure. Thus, making it an excellent choice to outsource inbound call center services.

  • Eliminates staffing issues and increases business continuity

Inbound call center companies typically handle all of the hiring, training, scheduling, and managing of a team of call center executives. Thus, saving your company time, money and stress. Moreover, inbound customer service providers guarantee 100% uptime. In addition, they have staff dedicated to making sure call quality is excellent round the clock. Therefore, you can be more confident with your business as you can meet your customer’s needs.

  • Detailed reports on data analytics

Inbound customer service providers understand the importance of collecting and analyzing call information to gain insights to improve their processes. Also, outsourcers have experience with multiple clients and generate data through marketing and advertising campaigns. Outsourced inbound customer services have monitoring tools, performance assessments and improvement plans to ensure SLAs are met. Generally, inbound call centers may not have the resources or expertise available for the same.

  • Utilize currency exchange rate difference

Having call center operations in house costs a bomb. Subsequently, inbound call center outsourcing gives access to quality talent at a considerably cheaper rate, all thanks to the currency exchange rate difference. Many companies from India can help you cut down the costs of your inbound customer services considerably. For example, a company in the US can lower the cost of its inbound customer services by up to 2-3 times without any compromise in its quality.

Wrapping up on Inbound Call Center Services

If you are considering outsourcing your inbound call center services, Wow customer support is one of the leading organizations providing one of the best inbound call center service at affordable rates. They provide services to many Fortune 500 companies and top organizations. To know more about their services, click here.

Interesting posts to read:

6 Core Benefits of Multiple Customer Support Platforms for eCommerce Business

How to Build a Successful Outsourcing Team for Phone Answering?