Customer Service Can Improve Your Business Logistics: Here’s How

The logistics company commended us for our efficient project launch, excellent IT support, and the high performance of our agents. The post-transaction phase includes various services designed to support the product once it’s in use. These services protect customers from defective products and manage returns, claims, complaints, and other related issues. 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.

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. Unfortunately, the reality of weather delays, vehicle issues, driver service hour requirements, and other unforeseen problems get in the way. Clear and accurate financial transactions contribute to your logistics company’s trustworthiness.

Why is customer service in logistics important?

When you submit a support request, its frustrating to get passed from one rep to another. Customers don’t want to hear from several members on your team and they dont logistics and customer service need to see your teams discussion and setbacks along the route to a solution. Customers just want to feel confident that your business can give them a solution.

It enables a seamless flow of information, ensuring customers receive accurate and updated details regardless of their chosen channel. Remember, a robust omnichannel strategy may help you retain over 89% of your customers. This factor goes hand-in-hand with 24/7 availability, which 60% of buyers demand. Round-the-clock services make you available to them regardless of time zones or location.

Gathering customer feedback and using it to drive improvements

If the products are lost, you have not only lost your shipment but also a customer. Damaged delivery can lead to product returns which means added costs to initialise reverse logistics. Damaged goods aggravate several customers and affect inventory, production and marketing. Operational challenges include ensuring that orders are fulfilled accurately and on time, that products are delivered to the customer in good condition, and that customer inquiries are handled promptly. If there are any issues with the order, the customer should be contacted immediately to resolve the issue.