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.
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.