Remember the last time an unhappy customer never returned to avail of your service? You will realize what triggered the customer’s exit was not just poor service. It was how the communication with the customer was handled.
To provide the best customer experience, every logistics company must be on top of two aspects: data and communication. With data, you know what’s currently happening. And communication is the tool to disseminate accurate information extracted from data.
Why do customers turn away from a company?
Studies show that 67% of customer attrition is preventable if companies resolve issues the first time they occur.
Anything concerning the customer, they must be told about it on priority. When customers encounter delays and you don’t share the update with them, you could lose a customer to a quicker-servicing competitor.
That’s even more reason for you to adopt logistics cloud software. A logistics solution enables you to track the progress from a marketing campaign to delivering shipments. Not maintaining transparent communication is one of the bigger turn-offs for customers.
Dissecting good customer service
Taking a step away from how customers could turn away from a company, let’s understand the elements of good customer service.
Statistics say 70% of the customer’s journey is based on how the customer feels they are being treated. A quick response to a customer’s inquiry or any query provides them with a positive experience.
Customers are likely to contact you only if they can’t get an answer themselves with the platform you provide. The likelihood of customers contacting you increases when they don’t receive enough or timely information.
Logistics leaders use software for logistics management to:
- Gather real-time information about all company functions
- Keep communication with customers timely and accurate
How to consistently deliver superior customer service?
An event that could cause the customer any inconvenience must be acted upon on priority. When customers see that your communication is prompt, even when the news is alarming, they would still trust you.
According to a study, companies that excel at the customer experience drive revenues 4% to 8% higher than those of their market.
Cloud-based logistics software gives you centralized control and a view over all your functions and data. A single database with integrated functions means all data is readily available from any location and any Internet-enabled browser.
The software solution keeps your teams and customers updated with auto-alerts and scheduled reports. Digitalizing communication reduces redundancy. Having a single source of truth makes it easier for all teams to process shipments and make continual progress.
Features like self-tracking portals enable your customers to have a consolidated view of their shipments. For long-term customers, consider having a dedicated staff member as one point of contact. When all customer queries are handled with minimal objections, you sow confidence in your client.
As a company, using a single and integrated cloud-based logistics solution reduces your maintenance and brings down the total cost of ownership too.
Rethink customer service
When you grow in scale, it becomes even more challenging to deliver better customer experiences. Understanding your operations intricately will help you serve customers better. Honest and timely updates strengthen the relationship between you and your clients.
Customers desire to have a smooth experience, every time. Using a logistics solution, you can consistently provide a fruitful experience. Logi-Sys, a cloud-based ERP, integrates every function and ensures high customer satisfaction. Get in touch with us today to see how Logi-Sys can help you too.