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

This phase also includes scheduling of shipment, communication with the customer, delivery tracking, and delivery confirmation. There are also strategies involving location analysis and the networking planning. All these strategies are critical for an effective logistics customer service (Fig. 8.1

). The logistics industry is time-sensitive, with as much as 64% of customers saying that speed is as essential as price.

As mentioned, most buyers want order tracking, and a robust service strategy guarantees this through real-time status updates at every stage of shipping.. It lets you build trust among your clientele, laying the groundwork for consistent, ongoing support.. This article will discuss how effective customer service in logistics can help you customer service logistics overcome common industry challenges and how outsourcing can pave the way for innovative solutions. Some logistics companies struggle with supply chain disruptions, while others can’t provide timely support. Within this rocky landscape, outsourcing companies with back-office solutions emerge as strategic allies for your organization.

reasons to focus on customer service in logistics

A great example of customer service and logistics working hand-in-hand is delivery updates. Nowadays, most ecommerce operations will include an email or short message service (SMS) that updates customers when a product is purchased or delivered. 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.

• Ideally, all terms of customer service policy are identified prior to shipment of goods that establishes an expected level of customer service in the transaction.
• Therefore, in customer service of logistics, time is an extremely important factor to create customer satisfaction.
• Some of the key platforms include email, phone, text messages, social media (including Facebook, Instagram, and Twitter), and live chat.
• Many measures and processes allow the logistics professional an opportunity to receive feedback from the customer on their efficiency.
• Increase visibility of information for customers by providing real-time updates on shipment status and delivery schedules.

The vendor scorecard allows you to visualize the current state of your business relationship with those suppliers. I’ve purchased glasses in-store and I know there’s a lot of steps between choosing the frame you like and actually receiving your final pair of glasses. But, Warby Parker simplifies the interaction and removes friction you’d usually experience when purchasing eyeglasses in-person. Warby Parker’s buying process is simple, easy-to-follow, and gets the product in your hands in nearly no time.

Relays Proactive Contingency Solutions To Mitigate Shipment Issues

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.

In the end, you should always remember that your customers cannot see your warehouses, your team working hard to ensure fulfillment of orders, or even your products (until they get delivered). Their touchpoint with your e-commerce company is when they connect with your customer service. This leads us to the unification of your communication with your customers. When your customer service team jumps from one platform to another, the chances are that valuable information will be lost.

The role of customer service in the supply chain

Each aspect lets your company deliver products and simultaneously provide a positive and reliable experience. Your company can train dispatchers, salespeople, or have a dedicated customer service team to answer calls and queries in a timely manner. To facilitate efficient communication, your company should invest in a business phone system. This will streamline all customer service interactions, enhancing the clients’ overall experience. For supply chain management in logistics services, customers only need to deliver goods, the rest of your company will help them design a reasonable supply chain. In addition, you will also receive orders, plan to ship and collect invoices.