5 Reasons why Customer Service is Important in Logistics

customer service in logistics

Companies may actually decide that in order to meet their quality objectives, some services or products must be outsourced overseas to more skilled laborers. They feel that they do not have the skills in house, and quality is better met by outsourcing the necessary work. A test may be needed on a product and the company may not have the facilities, equipment or the skilled manpower to perform it and therefore they find a company that is more capable and has the facility to perform the test. By that decision, a needed operation is performed and the company’s schedule is not interrupted if accurately planned. Steps can be taken to help ensure the vendor provides services and products at quality levels that are acceptable to both internal and external customers.

Corporate customer service is the sum of all these elements because customers react to the overall experience. 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

They will assist in knowing whether the company is effectively providing their requirements to the vendor and the vendor clearly understand what is needed of them. The company should also set up quality metrics that are understood by the vendor and should become a part of the vendor’s Chat PG way of business. In order for quality to become a complete part of the company’s supply chain, the outsourced company has to make quality inherit to their business. The company should be able to provide back to the vendor what work is acceptable and what goals are not being met.

Additionally, a business could lose the loyalty of the valued customers and there are risks of losing the best employees because whenever companies have a customer service problem. The best employees are obliged to fill up the slack for other employees, so they search for better opportunities for their talents. An industry survey revealed many penalties of bad customer service and their significance on businesses.

  • The infographic below shows the relationship between loyalty, customer trust, service delivery, and value congruity.
  • It’s about going the extra mile to meet your customers’ expectations and build strong relationships based on trust and reliability.
  • It involves managing the entire customer journey, from order placement to delivery and beyond, while addressing any issues or concerns that may arise along the way.
  • In conclusion, customer service is a vital component of logistics operations, ensuring smooth interactions and transactions between the logistics provider and its customers.

Customer service plays a crucial role in the logistics industry, and its importance cannot be overstated. When it comes to shipping goods, customers expect a smooth and hassle-free experience from start to finish. The aftermath of any disaster could be enormous customer service in logistics and annihilating for any logistics operations, especially for healthcare industry. In case of an emergency, the healthcare organizations in the affected region may experience out of stock situation for medical supplies which eventually impact their services.

This allows customers to track their orders throughout the entire supply chain, from order placement to delivery. Transparency builds trust and reassures customers about the progress of their shipments. Are you in the logistics business and looking to take your customer service to the next level? In the fast-paced world of logistics, providing exceptional customer service can be a game-changer. One of the popular methods for gathering customer service information is surveying buyers or other people who influence purchases. Mail questionnaires and personal interviews are frequently used because a large sample of information can be obtained at a relatively low cost.

In this article, I will discuss customer service in logistics, its role, and ways to improve it. Even if the logistics process is as easy as scheduling a package pickup, going the extra mile will increase customer satisfaction. By keeping buyers informed about their orders, companies won’t just keep them coming back—they’ll also bring in new customers. Navigating these two necessities is tricky because cost-cutting can inadvertently impact service quality. However, skimping on customer service could be why your bottom line is dropping.

It is the department that controls the reception and shipment of goods that come in and out of the warehouse. Its activities are mainly administrative and are performed by the more humble employees, who do not have direct contact with customers. Listening to and solving problems can help the efficiency of your supply chain.

The Importance of Customer Service in Logistics

However, ShipStation’s strong emphasis on shipping optimization means it mainly offers features like batch label creation and real-time rate calculation rather than a broad range of customer service functionalities. Whether working transactionally or as a full outsource, Zipline Logistics provides its customers with the highest customer service. Consistently working with the same transportation provider level will allow them to have greater visibility into your supply chain.

A helpful way to get feedback is by asking customers directly their thoughts about the process whether positive or negative. Customers can rate the business and answer different questions about how the process went. Another way to make your logistics process smooth is by partnering with companies that’ll help you in the long run. Customers always want an easy process, so having a company that ensures that is key. However, it’s essential to research the company before partnering with them, so you know how they operate and what they offer.

It was particularly evident during the Great Supply Chain Disruption from 2021 to 2022. The recent pandemic, geopolitical unrest, and logistics issues have impacted most of the world but left some countries more devastated than others. This complexity further amplifies the challenge of maintaining effective communication across the supply chain.

Depending on the factors for setting standards for the packaged goods including design, returning and replacing processes if needed for the incorrect, damaged goods, the cycle of order time may vary. Also, there are specific standards established in any business to monitor the quality of order and check the average order time and keep it steady. By paying attention to how the packages are transported, companies can improve customer service by addressing priorities like safety, accounting for weather conditions, and being proactive about damage or theft. Most businesses focus solely on speed and cost when choosing their transportation methods. Let’s take a look at some of the key points to clearly show why customer service in logistics is important.

🏹A Good Customer Service Boosts the Brand Image

Offering seamless and consistent support across these channels is crucial for customer satisfaction. Utilizing advanced technologies like AI-driven chatbots can enhance response times and provide quick resolutions, ensuring a positive experience across all touchpoints. The logistics industry is responsible for the movement of goods from one place to another, and it involves several processes, including transportation, warehousing, and distribution. Customers expect their goods to be delivered on time and in perfectly good condition.

It’s not just about moving goods from point A to point B; it’s about creating a seamless and satisfying experience for your customers. Depending on the system used for communicating orders, the transmittal time varies. The transmittal time includes transferring the order request from the origin to the entry of the order for further processing. Order entry may be handled manually such as physically carrying the order or electronically via toll-free number, satellite communication or via the internet. The manual processing is slow but inexpensive, while the electronic methods are most reliable, accurate and fast but expensive. You may well know what to do regarding the continuous work loss rate and how dangerous it can be for your company’s future but are you ready for the grim truth?

customer service in logistics

For instance, reduction of the business volume contributed to almost one-third of the entire customer service related failures. Other penalties include called in manager/salesman, cut-off of all purchases with suppliers, significant number of items discontinued, deny of purchasing new items and refusal to invest in promotion. 8.5 shows some significant customer service penalties noted from an industry survey. Sterling and Lambert clearly showed in their research that logistics customer service is the critical factor for the office systems as well as plastic and furniture factories. Transaction elements include everything between a order is received and delivered to the customer. During the transaction phase of customer service, a firm focusses on retrieving, packing, and delivering the order to the customer in a timely and cost effective manner.

Technological development has given an opportunity to use new approaches, new technologies, and new solutions that can help logistics companies and consumers to improve customer service in the logistics sector. The key to delivering better customer service is that it’s not really about you, it’s about the customer. Take a few moments today to think about how you can deliver the best possible experience for your customers.

By giving customers a positive logistics experience, companies are more likely to keep them coming back. Even if a shipment goes well, lackluster customer service along the way can take an experience from positive to negative, impacting your reputation. This factor goes hand-in-hand with 24/7 availability, which https://chat.openai.com/ 60% of buyers demand. Round-the-clock services make you available to them regardless of time zones or location. Technology also plays a crucial role, with features like chatbots, automation, and online platforms that give your clients immediate access to information and assistance outside regular business hours.

By strengthening their customer service initiatives, logistics companies can build trustworthy brands and make the purchase process as smooth and hassle-free as possible. Superior customer service implies that a company is focused on customer retention, even when problems arise. Maintaining effective communication will improve the company’s reputation and turn potential buyers into lifelong customers. In the logistics field, customer service is an excellent way to increase brand exposure.

“Service variability is a characteristic that differentiates services from goods, and it can be defined as changes in performance from one service encounter to another with the same service provider” (McQuitty et al., 2004). The larger the uncertainty in a supply chain the larger the costs for safety inventories, time in transit, or cost of expedited deliveries. In the case of customer service, variability is generally considered negative to overall customer experience.

Optimizing data entry minimizes shipment errors and supports analytics that can improve operational efficiency in the long run. Clear and accurate financial transactions contribute to your logistics company’s trustworthiness. Equipping your staff with the necessary skills, knowledge, and tools to facilitate top-tier customer service ensures they’re well-prepared to address inquiries and navigate challenges. The global economy’s interconnectedness means disruptions in one part of the world can have cascading effects across the entire supply chain.

customer service in logistics

From that experience, customers determine the company’s reputation and how it stands out against the competition. By increasing supply chain visibility, companies can decrease the time spent on shipping and enhance the overall brand experience. Buyers want instant gratification, and when logistics processes are more transparent, it comes naturally. Effective customer service stands as a crucial element for logistics companies navigating a competitive industry.


In addition, you always want a company with superior technology that can help you support your mission. The logistics industry is time-sensitive, with as much as 64% of customers saying that speed is as essential as price. For this reason, you should implement a system ensuring quick service, including timely email responses, instant chat support, and responsive phone lines. This strategy addresses immediate customer needs and demonstrates your reliability.

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. The final stage of the logistics customer service process is the delivery of the goods to the customer. This stage will involve the unloading of the goods and the delivery to the customer’s premises. Once the goods have been delivered, the logistics company will conduct a final check to ensure that everything has been agreed upon.

Knowing how satisfied your customers are is not just valuable; it’s essential. How can more companies promote transparency and visibility at every stage of the supply chain? Prediction software helps companies anticipate demand and better manage internal operations.

Before and after experiments of this type are subject to the same methodological problems as the two points method described earlier. Logistics customer service improvements have been a hot topic lately throughout supply-chain and e-commerce circles. On-demand bundling is the practice of bundling supply chain orders and putting them in a container or truck together with the intent of shipping them to a common location. You can foun additiona information about ai customer service and artificial intelligence and NLP. Here are some of the great ways to deliver effective customer service in logistics. The customer experience is key to positioning your product as a quality one and that’s why it is also necessary to make sure that your past and current customers are posting positive reviews on social media.

customer service in logistics

Consumer goods often have a very short lifetime, so the quick response time to customers and accurate information is essential. A good logistics company must always watch and reflect the market trend as well as its customer requirement, then offer suitable solutions to meet all customers’ needs. Excellent customer service is not only important to get and retain customers, but also the main source of competitive edge.

Here are six ways for logistics companies to deliver high-quality, professional customer service. Each aspect lets your company deliver products and simultaneously provide a positive and reliable experience. This article will discuss how effective customer service in logistics can help you overcome common industry challenges and how outsourcing can pave the way for innovative solutions. Understanding and catering to the unique needs and preferences of each customer is a hallmark of exceptional customer service. Logistics providers can achieve this by personalizing communication, addressing customers by name, and offering tailored solutions based on their past interactions and preferences.

Customer service will influence many decisions in logistics and require much analysis for optimum performance. Service levels set by competitors and often traditional service levels can affect the customer service and cost relationship. Sensitivity analysis can help aid a logistics operation to determine the factors that constrain the operation. The ideal solution is still the optimum balance between quality and cost; this should be weighed heavily in all analysis of the constraints. This can complicate logistics operations for all entities within the supply chain.

customer service in logistics

In the video below, you learn about customer service, how to provide it, and the outcomes professionally and effectively. It’s about ensuring on-going customer satisfaction and engagement for continued growth. Remember, your reputation as a dependable and customer-friendly logistics provider travels faster than any of your fleets. Delayed deliveries, half-filled containers, and empty trucks on return journeys are a result of poor planning and prediction. SaaS companies can help logistics companies overcome these hurdles using data and analytics. Managing multiple communication apps is not only a hassle but also leads to higher response times and subpar experiences for customers.

Positive Word-of-Mouth

This phase also includes scheduling of shipment, communication with the customer, delivery tracking, and delivery confirmation. In the corporate business climate, all these elements are considered individual components of the larger overall customer service. Innis and LaLonde concluded that as much as 60% of desirable customer service attributes can be directly attributed to logistics (Innis & LaLonde, 1994).

Learn how to improve customer service in logistics by leveraging these tactics. However, keeping shoppers informed about these demonstrates your commitment to accountability and customer satisfaction. With 60% of buyers expecting brands to contact them during such instances,  keeping customers posted about their order status, whether negative or positive, will definitely go a long way in building trust in your brand. Unfortunately, logistics customer service is not immune from industry challenges. For instance, DispatchTrack’s 2022 report revealed that 90% of shoppers want to track their orders, but one in three weren’t able to do so.

customer service in logistics

By considering these challenges, logistics providers can help to ensure a smooth and efficient customer service experience for their clients. In today’s highly competitive market, logistics companies need to differentiate themselves from their competitors. Providing excellent customer service is an excellent way to differentiate a company from competitors. Customers are willing to pay more for excellent service, and logistics companies that provide superior service can charge a premium for their services.

This organic promotion can lead to increased brand visibility, credibility, and customer acquisition, all of which are essential for long-term business growth. Actively seeking customer feedback is a vital practice for any customer-centric logistics operation. Understanding customer perceptions, collecting suggestions for improvement, and incorporating feedback into operational enhancements demonstrate a commitment to delivering better services. Listening to customers and making necessary improvements based on their feedback can lead to enhanced operational efficiency and a more satisfying customer experience. Investing in continuous training and skill development for customer service representatives is essential. Equipping them with in-depth knowledge of the logistics process, problem-solving skills, and effective communication techniques empowers them to provide superior assistance to customers.

Leveraging the latest technology to boost customer service – ITWeb

Leveraging the latest technology to boost customer service.

Posted: Fri, 10 May 2024 06:34:00 GMT [source]

The next important element of an order cycle is the steps required for order processing and order assembly. To some extent, order processing and assembly occurs concurrently to save time for both of these operations. Unavailability of stock has a significant negative effect on total order cycle time, as it takes searching for the stock items, reconciling missing items, and delays in order assembly. The final primary element in the order cycle over which the logistician has direct control is the delivery time, the time required to move the order from the stocking point to the customer location. This phase represents the array of services needed to support the product in the field; to protect consumers from defective products; to provide for the return of packages; and to handle claims, complaints, and returns.

ShipStation is integral for businesses in the e-commerce and logistics sectors focused on enhancing their shipping operations. The platform automates the entire order fulfillment process, reducing the manual effort needed and increasing accuracy. It also features robust carrier integration, enabling businesses to connect seamlessly with multiple shipping services and optimize dispatch times.

A personalized approach makes customers feel valued and appreciated, strengthening the relationship between the logistics provider and the customer. Positive feedback from satisfied customers can attract new customers and increase the logistics company’s revenue. On the other hand, negative feedback can harm the logistics company’s reputation and lead to a decrease in revenue. In the logistics industry, the level of customer service a transportation firm provides is a predictive measure of their ability to improve your performance while helping to solve common issues. Regularly seek feedback from your consumers to identify areas for improvement.

By delivering exceptional customer service, logistics companies can cultivate strong relationships with their clients, earning their trust and fostering loyalty. Satisfied customers are more likely to become repeat customers and even refer the company to others, leading to increased business opportunities and a stable client base. After all, your customers are entrusting you with their shipments, and they expect to receive excellent service. You can do a few key things to enhance customer service in your logistics business. Customer service is a term used to describe how businesses interact with their customers. Good customer service is often seen as a way to create repeat customers and keep them returning for more.

Customer service can also help logistics companies identify areas for improvement. Logistics plays a vital role in a company’s efficient functioning and productivity. A well-executed logistics plan is critical for a smooth supply chain, whether it involves moving goods to the market or receiving raw materials.

Provide real-time updates on shipment status, delivery estimates, and any potential delays. Be proactive in communicating any changes or issues that may affect their orders. Say No to customer waiting times, achieve 10X faster resolutions, and ensure maximum satisfaction for your valuable customers with REVE Chat. He strongly believes that businesses will be able to understand their customers better and ultimately create more meaningful relationships with them. Many companies have started using a chat-based platform, which enables customers to reach out to brands through live chat and social media.

Enhancing logistics customer service can be challenging, but it is essential to consider all aspects of the customer experience. Every touchpoint should be considered when creating a strategy to improve customer service, from the initial contact to the final delivery. The most crucial part of logistics customer service is ensuring that orders are fulfilled on time and as promised. This can be challenging, but it is essential to meeting customer expectations. Assuring quality in logistics operations such as global outsourcing is very challenging due to the multiple layers involved in the supply chain.

Customer service is extremely important in the logistics world because of the highly synchronized and detailed planning and execution that is required when operating on a global scale. It is a multi-faceted concept of gaining and maintaining differentiation in the market-place. ‘Perfect order’ should form the basis for measuring service performance and to develop new service standards. Logistics management plays a vital role in enhancing the customer lifetime value by increasing customer satisfaction and enhanced customer retention.

These roles serve as the pillars of your customer service by addressing your long-term goals. So, consider revolutionizing them to optimize operational efficiency and foster a seamless delivery experience. Offer multilingual customer service to ensure effective communication and significantly enhance satisfaction, regardless of your clientele’s time zone or location.

Freshdesk is tailored for logistics companies looking for an easy and effective way to manage customer inquiries and support tickets. It stands out for its user-friendly design and scalability, catering to businesses of all sizes. Choose transportation modes and routes strategically to improve customer service by considering factors beyond speed and cost, such as safety and weather conditions. Be proactive in addressing potential issues like damage or theft during transit.

In today’s competitive market, a positive brand image is crucial for standing out from the crowd. By providing excellent customer service, logistics companies can enhance their reputation and differentiate themselves from competitors. A reputation for reliability, responsiveness, and professionalism can attract new customers and build a loyal following, ultimately contributing to the company’s growth and success. In the logistics industry, excellent customer service is essential for maintaining strong client relationships. There are a few key things to remember when delivering logistics customer service.

Fortunately, the strategies above can help ensure your business exceeds expectations despite the challenges. Whichever path you take, remember to keep your clients in mind to understand and fulfill their needs more effectively. The frontline representatives who interact with customers are the face of the logistics company. Their attitude, communication skills, and problem-solving abilities are critical in delivering exceptional customer service.

And globally, last year’s volume of international freight traffic rose to 3.3 trillion tons. This growth means that logistics companies and their service providers are handling more cargo than ever before, with more destinations and modes of transport to manage. This can be a challenge if you own a global logistics company because you have customers in many different places.

This element of services deals with the service level and related activities in qualitative and quantitative terms. Pretransaction elements provide the roadmap to the operating personnel regarding the tactical and operational aspects of customer service activities of the company. For the reverse logistics process, this phase is essential because it helps to shape the firm to focus on customer such way to create influence the perception of the firm into the customer’s mind. Having this approach toward customer service allows for better communication and efficient delivering products. However, in client service, it’s impossible to be perfect, but it is possible to be better and provide your customers with the best service possible.

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