Importance of Quality Customer Service Support in Logistics

A good customer service experience requires a customer-centric approach rather than a product-focused one in logistics. Including developing strategic planning to offer value-added services to the customers, ensuring timely deliveries, maintaining a friendly relationship with all business partners, and religiously improving customer satisfaction and loyalty.

Customer Service in Logistics – Why does it Matter?

Customer satisfaction substantially impacts almost every aspect of a supply chain business. As a company grows, so does the list of people involved. It might become challenging to please everyone. Despite this, the business can still achieve its objectives. They should always find areas to improve to enhance the customer experience. The word-of-mouth promotional technique is prevalent in the logistics industry. Positive feedback from past users will eventually add to their goodwill and help them attract more new clients. Positive reviews from past users also give them a competitive edge and help them stand out in the marketplace. Customer expectations determine the quality of service and products in today’s global economy.

• Logistics is a multifaceted industry that requires close attention to detail, synchronization, and a clear understanding of business functions. As these businesses operate worldwide and involve plenty of people, providing quality customer service and logistics management is essential.
• By providing excellent services to the customer, businesses can actively increase their customer retention rate. As per research, the average profit increases by almost 25% when customer retention increases by at least 5%. Poor delivery experience, product quality, and customer service will lead to dissatisfied clients and eventually hit the business sales and negatively impact their reputation in the market.
• Positive customer reviews improve its reputation and also help with new client acquisitions. So, companies with poor customer service and logistics management will inevitably lose the loyalty of their customers.
• Customers are the ones who decide the future of the business in the market. Hence, quality customer support services can boost the brand image and help businesses make a well-built place for themselves in the industry.

What are the Elements of Good Logistics Customer Service?

Companies can benefit in the long run by improving their customer support services. Logistics businesses flourish depending on their capability to deliver the freights efficiently and promptly without hassle. Their ability to meet customer expectations builds brand goodwill and helps make a reliable place for themselves in the industry. Multiple elements of logistics are interconnected, such as cost, quality, and delivery service. There are three phases in logistics customer services: pre-transaction, transaction, and post-transaction. 1. Pre-transaction Pre-transaction elements lay the foundation of a company’s perspective in a customer’s mind. It deals with service-level activities like the technical services of the company, its policies, and organizational structure. In evaluating the qualitative performance of a company, these non-routine elements are helpful for the customer. 2. Transaction Transaction elements occur between an order placed to its delivery. This phase includes shipment scheduling, driver and resource allocation, picking up the freights, packaging, tracking shipments, and communicating with the customers. Logistics companies aim to make timely deliveries cost-effectively during this phase. 3. Post-transaction The post-transaction phase includes all the support that customers might need after a successful delivery. Such as attending to customer complaints regarding delivery, replacements, product returns, handling claims, and more. Logistic businesses must first evaluate the needs of their customer base to provide the best customer support services. Once they know how to please their customers, they can develop strategic plans to improve their services and boost their business. With experienced BPO providers like us, you can optimize your business functions and improve your sales. Focus on your core activities while we look after your non-revenue generating yet essential tasks. If you’d like to know more about how quality customer service can change your business for the better, feel free to get in touch with us.