Logistics sit in the middle. On the one side are the end buyers relying on logistics for quick and safe delivery of products. On the other side, there is the client or seller making use of logistic services. Any reduction in quality of service leads to dissatisfaction and possible customer churn. This situation is entirely avoidable with the use of omnichannel contact center software. With the current emphasis on social media interactions, it could also be termed as the social media customer service software, allowing logistics to interact with both sides on a common platform.
Driving better customer experiences on social media channels
Imagine a typical situation. The customer has an issue with a delay and contacts the seller. The seller in turn contacts the logistics company and the company sends a response to the seller who then passes it on to the end customer. Today’s automation does take care of tracking but when issues arise, tracking is not of much help in giving a satisfactory response. This is where social media interaction facility of the omnichannel contact center software proves helpful:
Customers may tweet or post on Facebook. The tweet or post is viewable by the logistics company and by the seller. Action taken is posted and is viewable by others. You reduce efforts and save time.
The social media customer service software may be deployed by the logistics company or by the seller – it can be shared easily to permit easy customer interaction.
Since Whatsapp is fast becoming the number one choice for interaction, you could just as easily engage through WhatsApp and share interactions from initiation of complaint to resolution.
Link with CRM to access customer and logistics data.
Post notifications such as shipping done or delays and keep seller and buyer informed.
Gather feedback from customers that could help improve services.
Make work easy for employees
Employees in logistics work under pressure and must handle heavy loads. Your social media customer service software is an excellent tool you can use for pre-work communication meetings without the need for employees to gather in one room. Even when work commences and they must handle many matters, the single dashboard of the omnichannel contact center software helps employees not only interact with each other to resolve problems but also communicate with end buyer and their seller clients. Apart from social media interactions you also have the WebRTC video conference facility employees can use for conferencing or customer service. The end customer, for instance, uses video to show that a package has arrived in a damaged condition and this permits logistics and seller to take fast decisions instead of waiting for the damaged package to be returned, examined, and then decided upon. An empowered team works better and with more motivation.
Handle customer service elements – engage new customers fast
The main customer is the seller. Logistics may have hundreds of existing customers but it always pays to rope in more new customers. This is done through a process involving pre-transaction elements. You make a presentation concerning the statement of policy, show your capabilities and organizational structure, and expertise in technical services. You must also demonstrate capability in post-transaction elements like customer claims, product tracking, and documentation. Here again, the contact center software lets you conduct video conferences online, exchange documents, send out and receive email or text messages and work out a deal in just one session in less than an hour. You project a professional image that will surely impress customers.
M-trans, a logistics company, used the contact center software for outbound campaigns and, whenever a lead was received, they switched such potential customers to their conference facility through the call center solution. In the majority of cases, they closed the deal in the first meeting.
Happy customer experiences depend a lot on the right service delivery by your employees, the right infrastructure, and, importantly, the right decisions. Do you know the quality of your services? Can you identify gaps? The omnichannel contact center software includes intelligent analytics and reporting. You can keep tabs on interactions and on outcomes. The software gives you reports on key performance indicators that lead to better decisions and streamlining of services. You stay on top and delight customers with improvements.
Apart from social channels that are now mainstream for communication and resolutions, you also get IVR, automatic call distribution, and recording features in the omnichannel contact center software. The IVR serves as the first point of contact and you can be available 24×7, which is what customers expect. Automatic call distribution ensures the incoming call goes to the right person for first call resolution.
Most logistics companies rely on software for tracking but that is only one part of service. There are other matters such as interactions and resolutions that are better handled by all-inclusive contact center software, connected to your tracking and CRM sections. You switch to the fast lane of delivering happy customer experiences and watch your business grow.