AI-powered chatbots have made significant progress in customer service over the years. However, there is still a lot of room for improvement, especially in the shipping and logistics industry. This was highlighted by the recent DPD chatbot incident where a malfunctioning chatbot received a lot of negative media attention.

Although digital customer service solutions can be quick and efficient, they often offer generic and automated responses that are not personalised to individual customers. Human customer service representatives on the other hand can provide empathy and assist with complicated and ambiguous inquiries by having an open, two-way conversation.

As technology continues to play an increasingly important role in delivering customer experiences in the shipping industry, it’s important not to overlook the value of human interaction. From establishing trust to identifying specific challenges, maintaining a personal connection with customers is essential for achieving success.

Enhanced efficiency

The advancement of technology has provided businesses with quick and efficient solutions to communicate with their customers. AI chatbots can handle a large volume of customer inquiries without requiring any human resources, training, or infrastructure.

Digital solutions are also useful for collecting and analysing customer data which can then be used to improve the service. AI Chatbots can aggregate data from every customer interaction and use it to learn what works best, thus improving their responses over time.

The downfall of automated answers

While automated customer service lines and AI chatbots work efficiently for simple tracking information updates, they cannot decipher complicated issues with shipments and provide suitable solutions.

Like many industries, the shipping and logistics industry has adopted AI-powered solutions to automate the process of answering customer queries. However, this approach may not always provide customers with the desired level of satisfaction. Some customers prefer to speak to a human representative who can listen to their concerns and offer a personalised solution to their problems.

It is often observed that AI-powered solutions may struggle to handle complex, ambiguous, or sensitive situations, such as complaints, disputes, or emergencies. In such cases, it may become necessary to escalate the issue to a human agent, which can impact customer trust, satisfaction, and loyalty.

Shipping and logistics can be prone to delays, customs issues, or delivery problems that need to be resolved quickly to avoid the goods being returned to the sender or disposed of. AI chatbots may not be the best option in the shipping industry when it comes to addressing unique and previously unseen issues, which require the expertise and judgment of a human agent.

The benefits of human customer service representatives

Human representatives provide a more personalised experience and can help frustrated customers in a flexible and agile way. When customers turn to a company’s customer service provider with unique and niche problems, speaking with a human rather than an automated chatbot can enhance trust between the customer and the company.

Providing effective customer service with a live representative answering the phone and offering tailored solutions to the end customer is invaluable. Often, customers may have problems or doubts that do not have straightforward answers, and customer service calls are made out of actual frustration, such as not receiving their goods on time as promised. Therefore, providing efficient and effective customer service is crucial to ensure customer satisfaction.

The main difference between humans and digital systems is that humans can express empathy and sincerity when apologising to customers for any delays or issues with their shipments. They can also provide detailed information on how they plan to resolve any issues and keep in touch with customers to update them on the progress of their shipments.

Ensuring high-quality customer service for customers

At InXpress, we understand how frustrating it can be for our customers to fight with automated chatbots who may not understand a unique issue. That’s why we have established close relationships with carriers and have dedicated customer service lines to provide premier customer support. Our team is available to listen to customer issues and problems at the second ring of the phone. We provide timely updates and monitor each case until the goods are successfully delivered. 

The bottom line 

Customers’ expectations and demands have never been higher in today’s constantly changing market. That’s why, together, we’re building the infrastructure for smarter businesses and enabling more connected communities. We can only do this through fostering real, transparent, and honest relationships.

While AI chatbots can be fast and efficient, there is still a long way to go to ensure they provide the same high-quality service as human customer service agents. Exceptional customer service is essential to any successful business and the emotion and empathy built into a human customer service representative is not something that can be replicated in an AI or automated system. By providing a human touch, you can help build and foster transparency and loyalty within customers which digital solutions are unable to do.

About the Author

Sally Wright is Customer Services Director InXpress Preston.

Sally and her husband Paul purchased their franchise business back in 2013 and, working from a small office at home started to build a customer base of local companies by offering our preferential rates backed up with the promise of a much better customer service than going directly to the carriers themselves.

Over the last 11 years, they have built up a loyal customer base of over 300 customers, looked after by their team of 5 staff from offices in Lancashire. They have welcomed their son and daughter Jacob and Emily into the business running the sales department and Sophie who runs their International Freight Desk. Outside of work they enjoy spending time at their holiday lodge in Ingleton and enjoying long walks in the countryside with their Cavapoo ‘Dennis’.

Choosing the right wholesale commerce solution for your distribution business isn’t a task to take lightly.

It’s an essential tool that could either streamline your operations or create endless headaches. With countless options available in today’s market, it can be overwhelming to identify which one is ideally suited to your specific needs.

This decision will influence not only the efficiency of your supply chain but also how effectively you’re able to meet your customers’ needs.

In this article, we’ll provide practical tips on how to select the right wholesale commerce solution for distributors. We’ll delve into important factors such as scalability, customer support, integration capabilities, and cost considerations, among others.

By the end of this guide, you’ll be equipped with knowledge that will simplify your decision-making process and ultimately lead you to a solution that best fits your business model.

Understanding your business needs and scalability is crucial when choosing a wholesale commerce solution. It’s important to choose a solution that can accommodate your business’s unique requirements and seamlessly integrate with your existing infrastructure, as well as being able to handle growth without negatively impacting user experience or system performance.

The cost of a platform should not be the only deciding factor when comparing different wholesale commerce solutions. It’s imperative to look beyond the price and evaluate the overall value a platform can bring to your business, considering the potential return on investment from each feature and the scalability of the platform.

Evaluating Your Business Needs

Before diving into the sea of options, it’s crucial to take a step back and critically assess your business needs to ensure you’re making the best decision.

This process involves evaluating your current business model, identifying gaps and areas of improvement, and determining the best ways to leverage a wholesale commerce solution to facilitate growth.

Understanding your business needs will not only point you in the right direction, but it will also prevent unnecessary costs and potential setbacks that can result from hastily choosing an incompatible platform.

The evaluation should include a thorough analysis of your current system’s performance, the functionality it provides, and how well it aligns with your business objectives.

Consider factors such as the volume of your transactions, the complexity of your operations, and the scalability of your business.

Your chosen solution should be able to accommodate your business’s unique requirements and seamlessly integrate with your existing infrastructure.

By doing so, you can ensure that you are investing in a wholesale commerce solution that truly supports and enhances your business operations.

Key Takeaway

“Remember, a thorough needs assessment is key – it’s like a compass guiding you to the right wholesale commerce solution, minimizing missteps and maximizing growth potential.”

Understanding the Importance of Scalability

As your business grows, it’s crucial to grasp the concept of scalability, envisioning it as a ladder that facilitates climbing to higher levels of sales and customer volume with ease and efficiency.

Scalability, in the context of a wholesale commerce solution, is the ability of the system to accommodate an increasing amount of work by adding resources to the system. A scalable solution allows your business to handle growth without negatively impacting the user experience or system performance. This is crucial in the wholesale industry as growth often means dealing with larger clients, greater order quantities, and an expanded product range.

The importance of scalability cannot be overstated when selecting a wholesale commerce solution for your distribution business. It ensures that the system will not become obsolete as your business expands and your needs evolve.

A scalable solution will give your business the flexibility it needs to expand or contract based on market demand. It will also save you money in the long run, as you will not have to invest in a new system every time your business undergoes significant growth or change.

Therefore, understanding and factoring in scalability when choosing a wholesale commerce solution can greatly influence the longevity and success of your distribution business.

Key Takeaway

In the digital economy, a scalable wholesale commerce solution isn’t just an asset, it’s a necessity that ensures sustainable growth and resilience in market fluctuations.

Assessing Customer Support and Services

Don’t underestimate the value of top-notch customer support and services when evaluating your options for a distribution platform. When you’re in the thick of managing orders, deliveries, and inventory, the last thing you want is to be left hanging by your platform’s support team. Look for solutions that offer 24/7 support, ideally with multiple channels of communication such as email, phone, and live chat.

In addition, consider the response times and the quality of the support provided. A quick response is useless if it doesn’t effectively address your issues. Moreover, go beyond just support and consider the additional services the solution may offer. Some platforms offer onboarding and training programs to get your team up to speed with the new system. Others provide consulting services to help you optimize your distribution process.

These added services can be invaluable in ensuring a smooth transition and maximizing the potential of your chosen platform. So, when you’re comparing different solutions, be sure to assess both the level of customer support and the additional services offered.

Key Takeaway

Don’t overlook the platform’s ability to handle unexpected, complex situations and its willingness to adapt to your unique business needs.

Checking Integration Capabilities

You’ll want to pay close attention to the integration capabilities when choosing your distribution platform. The right wholesale commerce solution for your distribution business should be able to seamlessly integrate with your existing systems, such as the ERP, CRM, and inventory management systems. This will help you to streamline your operations, eliminate any potential data silos, and improve your overall efficiency.

The ability to integrate with third-party applications and platforms is also vital. You should look for a solution that can easily connect with e-commerce platforms, payment gateways, shipping providers, and other necessary systems.

Furthermore, it is essential to consider the flexibility of the integration capabilities. A good wholesale commerce solution should not only be able to integrate with your current systems but should also be capable of integrating with any future systems you may adopt as your business grows and evolves. Therefore, ensure the solution you select has a robust API, and check if the provider offers any integration support services. This will save you from potential future headaches related to system incompatibility or integration difficulties. This, in turn, allows for smooth operations and seamless service delivery to your customers.

Key Takeaway

Check for a solution with scalable integration abilities to accommodate future growth, and ensure the provider offers reliable integration support to avoid future system issues.

Considering Cost and Value for Money

Let’s talk money – it’s important to consider not just the cost of your platform, but also the value it brings to your business.

When comparing different wholesale commerce solutions, the price tag should not be the only deciding factor.

A cheap platform might seem ideal initially, but it may lack essential features and capabilities that can help your business grow, which means you may end up spending more in the long run.

On the other hand, a costly platform might offer many features, but if you aren’t going to use most of them, the value for money is diminished.

Therefore, it’s crucial to look beyond the price and evaluate the overall value a platform can bring to your business.

In the process of considering cost and value for money, you must take the time to assess what features are crucial for your business operations.

Analyze the potential return on investment that could be derived from each feature, and consider the costs of not having these capabilities.

For instance, a platform with exceptional customer service or advanced analytics could potentially help you streamline operations and make better decisions, thereby saving you money in the long run.

Moreover, consider the scalability of the platform; as your business grows, you want a solution that can grow with it without requiring significant additional investment.

In conclusion, while the cost is a significant factor, the real value lies in the features, scalability, and potential growth it can facilitate for your business.

Key Takeaway

Consider not just initial costs but long-term ROI, ensuring your chosen solution offers essential features and scalable growth potential for optimal value.

Frequently Asked Questions

• What are the essential features to look for in a wholesale commerce solution?

When choosing a wholesale commerce solution, look for features like inventory management, order processing, customer management, reporting and analytics. Also important is multi-channel selling capability, which allows you to sell through different platforms. A user-friendly interface and good customer support are also beneficial.

• How can a wholesale commerce solution enhance the efficiency of my distribution business?

A wholesale commerce solution can enhance your distribution business by streamlining operations. It does this by automating processes like inventory management, order processing, and delivery tracking. This leads to fewer errors, saves time, and ultimately increases efficiency and profitability.

• How long does it usually take to implement a wholesale commerce solution into an existing business model?

The time it takes to implement a wholesale commerce solution into an existing business model can vary, but on average it can take between 1 to 6 months. This timeline depends on the complexity of the business, the specific solution chosen, and how quickly the company can adapt to new processes.

• Can a wholesale commerce solution help in automating the business process?

Yes, a wholesale commerce solution can help automate your business process. It can manage tasks such as inventory tracking, order processing, and customer service. This makes your operations more efficient and allows you to focus on other aspects of your business.

• How secure are these wholesale commerce solutions in terms of data protection and privacy?

Wholesale commerce solutions are typically designed to be secure and protect data privacy. They usually use encryption to safeguard customer information and have stringent policies for data protection. However, the level of security can vary between providers, so it’s always wise to check a provider’s security measures before choosing a solution.

Conclusion

In conclusion, the process of selecting the right wholesale commerce solution for distributors can be intricate and demanding. However, with the right approach and these tips in mind, it becomes increasingly achievable.

Understanding your business needs, assessing scalability, customer support and services, integration capabilities and cost are crucial factors to consider.

These factors will ensure that you find a reliable solution which not only meets your current needs but also supports future growth.

Good customer service is the lifeblood of any business. It’s what sets you apart from your competitors and keeps your customers coming back for more. And while there are many factors that go into providing good customer service, one of the most important is efficient routing.

Route planning software can save your company time and money, while also ensuring that your customers are happy. By carefully mapping out your routes and planning for traffic, you can avoid delays and ensure that your customers always receive their deliveries on time. In this article we’ll show you how a good route planner can improve your customer service.

1. Improved Delivery Times

The most obvious way that a good route planner can improve your customer service is by helping you to improve your delivery times. When your customers know that they can expect their packages to be delivered on time, they’ll be much more likely to use your service again in the future. Route planners help you to find the shortest and most direct route possible, which means that your customers will receive their packages sooner than they would if you were using a traditional map. With a dependable delivery route planner like Route4Me, businesses can optimize routes by avoiding, among other things, disruptions, traffic congestion, and unnecessary stops.

2. Fewer Missed Deliveries

Another way that a good route planner can improve your customer service is by helping you to avoid missed deliveries. If you’re using an old-fashioned map, there’s a good chance that you’ll miss a turn somewhere along the way. This can result in wasted time and fuel as well as frustrated customers. By comparison, route planners are designed to help you avoid missing turns and taking wrong turns. As a result, you’ll be able to make more deliveries in less time, and your customers will be happier as a result.

3. Reduced Costs

One of the biggest benefits of using route planning software is that it can help you reduce your overall costs. By taking into account factors such as traffic, weather, and construction, a route planner can help you choose the most efficient route. This can save you time and money by reducing the amount of time you spend idling in traffic or making unnecessary detours. When every minute counts, a route planner can be the difference between arriving on time and being forced to pay costly fines. By helping to reduce costs and ensure on-time arrivals, a route planner can help your business run more smoothly and efficiently.

4. Timely Updates

One of the best ways to reduce customer anxiety is by providing them with better updates from their driver. If a customer feels like they are in the dark about where their driver is and when they can expect their package, they are going to be much more likely to call and check in. However, if you’re using a good route planner, you’ll be able to provide your customers with real-time updates on their driver’s location. This way, they’ll always know exactly where their driver is and when they can expect their delivery.

5. Contingency Planning

No matter how well you plan, there’s always the potential for something to go wrong. That’s why it’s important to have a contingency plan in place for when things don’t go according to plan. For example, you should always have a backup route in mind in case of traffic jams or road closures. In addition, you should also have a way to contact your customers in case of delays. By being prepared for the worst, you can ensure that your customer service remains top-notch even when things don’t go according to plan.

6. Automated Communication

By automating customer communication you can take care of all of the little details that often get overlooked. For example, you can set up automatic text messages or emails to be sent to your customers when their driver is en route. This way, they’ll always know exactly when to expect their package. In addition, you can also set up automatic order updates so that your customers are always in the loop.

7. Reduced Driver Detention Time

Driver detention is when a driver is delayed at a facility, such as a loading dock, beyond the allotted time specified in the route planner. Driver detention can be caused by a number of factors, including delays in receiving paperwork or waiting for a load to be properly secured. Driver detention can lead to lost productivity and increased costs, as well as wasted fuel and increased emissions. Driver satisfaction can also suffer if drivers are routinely delayed at facilities. By using route planning software and communicating with the shipper or receiver, drivers can help reduce their risk of being detained.

8. Vehicle Load Monitoring

Route planner software also allows you to monitor vehicle load capacity. This is important for ensuring that your vehicles are not overloaded, which can lead to accidents and damage to the vehicle. The route planner software will take into account the maximum load capacity of your vehicles and plan routes accordingly. This ensures that your vehicles are used efficiently and that you are not putting them at risk by overloading them.

9. Strategic Modelling

A route planner can be used for by considering several factors such as traffic, weather, and the user’s preferences. This type of software can help to create a model of the best route to take based on these conditions. By inputting data about the current conditions and the desired destination, the software can calculate the route that will minimize travel time and maximize safety.

In bustling metropolitan areas like Los Angeles, where the demands of timely deliveries are crucial, using a route planner becomes essential. For businesses involved in services such as RV rental in Los Angeles, strategic modeling can optimize routes not just for current conditions but also for anticipated disruptions. This predictive capability ensures that RVs reach their destinations efficiently, maintaining high service standards and customer satisfaction.

In addition, the route planner can also be used to create a model of future traffic conditions. This can be helpful in planning for construction projects or other events that may cause disruptions to the flow of traffic. By using a route planner for strategic modelling, businesses and individuals can save time and money by choosing the most efficient route possible.

10. Happier Drivers

Last but not least, it’s important to point out that a good route planner can also lead to happier drivers. If your drivers are constantly getting lost or having to backtrack because of missed turns, they’re going to get frustrated. This frustration will eventually lead to burnout, which is bad for both your drivers and your business. On the other hand, if your drivers are able to stick to their routes and make deliveries on time, they’re going to be much happier in their jobs. This happiness will lead to improved morale and reduced turnover, which is good for everyone involved.

As you can see, there are many ways in which a route planner can improve your customer service. If you’re looking for ways to improve your business, investing in route planning software is a great place to start. Not only will it save you time and money, but it will also lead to happier drivers and fewer missed deliveries. All of this adds up to improved customer satisfaction, which is the ultimate goal of any business!

Food delivery services should give customers a voice, respond quickly to complaints and proactively apologise when things go wrong, according to a new study which explores what companies can do to rebuild trust after failures.

Researchers at Nottingham Business School, part of Nottingham Trent University, University of Edinburgh, Edinburgh Napier University, University of Wolverhampton and The University of Central Florida surveyed 925 people on their experiences with Iran’s largest online food ordering platform – a service similar to those such as Uber Eats and Deliveroo – which receives more than two million online visits each month.

The survey was followed up by 45 in-depth interviews to better understand how people experience and recover from services failures during food ordering and delivery.

The survey revealed that an apology, an offer of compensation, and giving customers a voice to air their grievance all helped to rebuild trust through forgiveness.

However, responses also suggested that customers who were more familiar with company failures were more likely to respond negatively to apologies and offers of compensation, feeling their voice wouldn’t be heard. Here, when an incident has become public knowledge and awareness amongst consumers is high, firms should quickly and proactively accept responsibility and provide automatic compensation as these may be inevitable; positioning their response in a manner likely to provide the best chance of recovery and retention.

Anger and frustration were found to be key themes in the interviews. However, these emotions were not related to the service failure itself, but instead to factors such as the response provided by the company, a perceived ineffectiveness in handling complaints, and not giving customers a chance to be heard.

Participants were also frustrated by generic complaint-handling processes, instead desiring a personal response from the company. This exacerbated negative emotions and increased the likelihood of the customer not using the service again.

Babak Taheri, Professor of Marketing at Nottingham Business School’s Marketing and Consumer Studies Research Centre, said: “A positive reputation and customer retention is vital for food delivery services which need to attract food vendors to partner with them.

“While we focused on one company for this study, all food delivery services can learn from the comments we received. The importance of having a service recovery strategy cannot be underestimated when it comes to rebuilding trust among customers, particularly those who order frequently and have already experienced a company’s response to failure.

“We see that customers are often not discouraged from using a service due to the failure itself, but the way it is handled. Food service delivery companies should take note of the need for a quick, clear, and personalised complaints process which is open to feedback and ensures repeat custom.

“We also found that awareness had an impact, so if food service failures receive media coverage or are discussed on social media, consumers are more likely to voice their concerns and seek compensation. When an incident has become public knowledge and awareness amongst consumers is high, firms should quickly and proactively accept responsibility and provide automatic compensation; positioning their response in a manner likely to provide the best chance of recovery and retention.

“They must provide these more proactive problem-solving methods in order to restore relationships with consumers through openness and honesty before their customers become increasingly aware, knowledgeable, and initiate their own service recovery efforts.”

The paper Investigating the Effects of Service Recovery Strategies on Consumer Forgiveness and Post-Trust in the Food Delivery Sector has been published in the International Journal of Hospitality Management.

For further information on the Marketing and Consumer Studies Research Centre at Nottingham Business School visit the website, Twitter or LinkedIn.

When it comes to order fulfilment, customer service is key. By ensuring that your customers are happy with their orders, you can minimise the chances of returns and complaints, and keep them coming back for more.

In this article, we’ll discuss the importance of an effective customer service strategy and take a look at some tips for providing great customer service in your order fulfilment operation.

What is Customer Service for Order Fulfilment and Why is it Important?

Order fulfilment is the process of an order making it from business to customer. Customer service for order fulfilment is important because it ensures that customers are happy with their orders and that they receive the correct products in a timely manner. Effective customer service can help to build customer loyalty, as customers who are happy with their ordering experience are more likely to return and make future purchases.

Order fulfilment customer service encompasses handling customer inquiries and complaints about orders that have been placed, are in progress, or have been delivered. Ultimately, providing good customer service can lead to increased loyalty and satisfaction from customers, which can result in more sales and referrals.

What Do Customers Expect From Order Fulfilment?

Customers expect a fast, seamless experience when they order something online. They want to be able to track their package, and they expect the order to arrive quickly and without any issues. They also expect customer service to be available 24/7 in case there are any problems with their order.

How Can You Provide Excellent Customer Service for Order Fulfilment?

It’s important to remember that providing excellent customer service for order fulfilment goes beyond just shipping orders on time. Here are a few top tips:

• Communicate with your customers throughout the entire order process, from when they place the order to when it’s shipped. Let them know what stage the order is in, and update them if there are any delays.

• Package orders securely and neatly, and make sure all items are included. Taking greater care at this stage will minimise risk of customer service complaints later on.

• Ship orders quickly and use a trackable shipping method. This way you can keep customers updated at every stage of the delivery process.

• Respond to customer inquiries promptly and courteously. Thank customers for their business, and offer solutions if there is a problem with their order.

Tips for Developing a Great Customer Service Strategy for Order Fulfilment

1. Make sure that your customer service team is well-trained and knowledgeable about your products and services. They should be able to answer customer questions and resolve any issues quickly and effectively.

2. Respond to customer inquiries quickly and politely. Don’t make your customers wait long for a response, and always take the time to address their concerns thoroughly.

3. Use clear, concise language when communicating with customers. Avoid using jargon or technical terms that may be difficult for them to understand.

4. Keep track of order statuses and update customers as soon as new information becomes available. Let them know when their order has been shipped, received, or cancelled, and provide tracking information if possible.

Common Issues That Can Occur with Order Fulfilment and How to Solve Them

There are a few common issues that can occur with order fulfilment, and luckily, there are some easy solutions for each one.

One issue is that orders can sometimes get mixed up. This can be easily fixed by having a clear and organised system in place to track all orders. Another issue is that products can sometimes get lost in transit. This can be solved by using tracking numbers and keeping close tabs on all packages. Lastly, delays can occasionally happen during fulfilment. This is usually due to unforeseen circumstances beyond your control, but it helps to have contingency plans in place so you can keep your customers updated on the status of their order.

While these issues can all be incredibly frustrating and largely out of your control, you can take steps to prevent problems arising as a result.

First, we recommend that you outsource your order fulfilment needs to an experienced and professional order fulfilment provider such as James and James Fulfilment. They will be able to handle all aspects of order fulfilment for you from inventory management to shipping and returns, making life much easier for you.

Secondly, customer service can help solve a lot of different issues with order fulfilment. If there’s a problem with the product itself, customer service can often help by putting in a return or exchange request. If there’s a problem with shipping or delivery, they may be able to contact the carrier and work out a resolution. And if there are any other complaints, they may be able to offer advice or suggestions on how to fix them.

By keeping the lines of communication open and working closely with the fulfilment team, businesses can help keep orders on track and ensure that customers are happy with their purchase.

The Importance of Communication in Order Fulfilment

Communication is key when it comes to fulfilling orders. With accurate and timely communication, both you and your customers can be assured that any orders will be handled efficiently and correctly.

Some key benefits of effective communication include:

Reduced shipping times and costs – When everyone involved in fulfilling an order is on the same page, it minimises the chances for mistakes or miscommunications that can slow down the process. This means faster turnaround times for your customers, as well as reduced shipping costs for you.

Fewer customer service issues – Transparency eliminates many of the misunderstandings that can lead to customer service issues. If everyone understands what’s expected of them, there will be fewer surprises and confusion along the way.

How Can An Order Fulfilment Company Help You Excel At Customer Service?

An order fulfilment company such as James and James mentioned above, can help you excel at customer service in a number of ways. First, they can streamline your order process and make it more efficient. This will save you time and money, and allow you to focus on providing excellent customer service. Additionally, they can provide you with access to a state-of-the-art warehouse management system. This system can help you track inventory levels, manage shipping schedules, and keep track of customer orders.

Finally, an order fulfilment company can help you create a custom shipping solution that meets the unique needs of your business. This solution will help to ensure that your customers receive their orders on time and in perfect condition.

Wrap Up

Customer service is the key to order fulfilment success. When customers are happy with the service they receive, they are more likely to return and make additional purchases. An order fulfilment company can help you excel at customer service by providing you with tips and advice, as well as handling all of the logistics involved in getting orders out to your customers quickly and efficiently. If you’re looking for a reliable and efficient order fulfilment company that puts customer service first, contact James and James Fulfilment today!

If you’re a trucking company, then providing excellent customer service is essential to your success. In this article, we will discuss 20 tips that will help you give your customers the best possible service.

1. Make sure your drivers are courteous and professional

Your drivers are the face of your company, so make sure they’re always courteous and professional when interacting with customers. This will help create a good first impression and ensure that customers have a positive experience.

2. Respond to customer inquiries quickly

When customers have questions or concerns, they expect to receive a response quickly. Make sure you have a system in place for responding to customer inquiries as soon as possible.

3. Offer competitive rates

It’s important to offer competitive rates if you want to attract and retain customers. Make sure you’re always up-to-date on the latest industry rates so that you can stay competitive in the market.

4. Provide accurate delivery estimates

When giving delivery estimates, make sure to take into account things like traffic and weather conditions. This will help ensure that customers are happy with the estimates you provide them.

5. Offer 24/365 customer service

Make sure you offer 24 hour customer service so that you’re always available to meet the needs of your customers. This will help ensure that customers are kept informed about their delivery wherever they are in the world.

6. Greet customers politely

When customers are greeted by your drivers with a smile and a pleasant hello, it makes them feel welcomed and appreciated. This small gesture can go a long way in terms of customer satisfaction.

7. Aim for on time delivery

Delivering shipments on time is essential for keeping customers happy. Make sure you do everything possible to ensure that deliveries are made on time, every time.

8. Provide safe and secure transportation

Customers want to feel confident that their shipments are being transported safely and securely. Make sure your drivers take safety and security into account when transporting goods.

9. Keep dispatchers Informed

Dispatchers needs to be kept up-to-date on your estimated time of arrival (ETA). This will help them plan for the arrival of your shipment and ensure that customers are notified promptly when it arrives. In the event that there is a delay in reaching the delivery or pickup location for any reason, make sure to keep the client informed. This will help ensure that everyone is kept up-to-date on the status of the shipment.

10. Ensure good driver appearance

Your drivers should be well-groomed and dressed professionally when interacting with customers. This will help create a good first impression and ensure that customers have a positive experience with your company.

11. Use time-management Skills

It’s important for drivers to be good time-managers. This will help them stay on schedule and meet the needs of customers.

12. Have basic mechanical training

Your drivers should have a good understanding of how their truck works and be able to troubleshoot any problems that may arise. This will help them stay on the road and avoid delays.

13. Hire drivers with a strong customer focus

When hiring drivers, make sure you look for those who have a strong customer focus. Drivers with this type of attitude are more likely to go the extra mile when it comes to customer service. Commercial trucking companies like https://migway.com/ hire customer focused drivers in order to provide the best customer service.

14. Train your drivers on how to deal with difficult customers

If you know that you’re going to be dealing with a difficult customer, make sure you train your drivers on how to handle the situation. This will help ensure that the customer doesn’t get out of hand and that the driver remains professional at all times.

15. Equip your drivers with tablets

Equip your drivers with tablets so they can access delivery information while on the road. This will help them stay informed about their shipments and avoid any possible delays. Provide drivers with the latest apps such as The Weather Channel, Waze and Trucker Path.

16. Offer driver training

Offer customer service training to all your truck drivers. This will help them learn the ropes and understand the expectations of your company.

17. Follow up with customers

Make sure you follow up with customers after they’ve received their shipment. This will help ensure that they’re happy with the service they received and that any complaints are addressed promptly.

18. Use a CRM system

A CRM (customer relationship management) system can help you keep track of customer interactions and complaints. This will help you address any issues that may arise and ensure that customers are happy with the service they receive.

19. Celebrate successes

Celebrate successes with your team. Drivers who go above and beyond when it comes to customer service should be recognized and rewarded. This will encourage other drivers to do their best when interacting with customers.

20. Thank customers for their business

Thank customers for their business and let them know that you appreciate their loyalty. This will show that you value their business and that you’re committed to providing them with the best possible service.

These are just a few of the things you can do to provide the best customer service in the transportation industry. Following these tips will help ensure that customers have a positive experience with your trucking company – and recommend you to others!

DHL Supply Chain, the world’s leading contract logistics provider, is accelerating its business expansion to meet a boom in demand for its services, while simultaneously increasing agent retention to a record high, with the help of a suite of Avaya OneCloud technologies.

The solution, with AI-powered contact centre to manage workloads, has helped DHL raise its number of concurrent agents to 300%, with its retention rate significantly increasing.

Based in Singapore, DHL Contact Centre Services provides logistics solutions across a range of industries, including service logistics, technology, and public agencies. The Covid-19 pandemic created more opportunity to better support its customers’ increasing demand for fast and cost-effective contact centre services.

“As many businesses found during the pandemic, the last 18 months were characterized by a huge spike in demand for high-quality customer experience services. Between 2019 and today, alongside the rollout of Avaya OneCloud, our number of concurrent agents has increased 300 percent,” said Jerome Gillet, CEO, Singapore Cluster, DHL Supply Chain. “Retention in the contact centre industry has been a challenge for several years. With the support of a comprehensive, cloud-based collaboration tool, and an AI-powered contact centre, our retention rate has significantly increased to become the best-in-class in the industry.”

“The security and scalability of the product means we can replicate this customer service environment in other markets, enabling contact centre agents to log in from anywhere, at any time, and gain access to the communication and collaboration capabilities,” Gillet added. “In the near future, we will be scaling our contact centre offering to Japan, Korea, Australia, Malaysia and the Philippines.”

“DHL Supply Chain is oiling the wheels of businesses during an essential time, allowing it to meet demands that have only accelerated during and after the pandemic,” said Stephen Spears, Avaya Chief Revenue Officer. “Cloud-based customer service capabilities, automation and knowledge management are combining to deliver these offerings at a much quicker rate while supporting those charged with providing the service.”

Find out more about the partnership between DHL Supply Chain and Avaya and how we helped them grow: https://bit.ly/3m3K010

About the Author

Steve Joyner is Vice President at Avaya UK and Ireland at Avaya at Avaya.

The success of any business is majorly dependent on the quality of customer service offered. On the same note, customer satisfaction has a huge impact on a company’s client retention rate. This is the reason why a company should always try to deliver excellent customer service at all times.

The courier sector, in particular, has a lot of room for improvement when it comes to providing excellent customer service. Many customers are complaining about items not arriving on time alongside other customer service issues. The good thing is that there’s always something you can do to streamline things.

With this having been said, here are five ways you can improve your customer service as a courier company.

1. Use Software to Keep Customers Updated

It’s always frustrating for a customer to keep making calls and sending emails, just to know when they will be receiving their packages. The hassle of having to wait indefinitely without any update on the progress of the delivery can be a huge turn-off for any customer. This is why an automated update system could be significant.

These software apps are a great way to ease the worry and anxiety of your customers as they wait for their packages. With package trackers, for instance, your customers are kept up to tabs with details on their packages from dispatch to delivery. They can tell when their parcel has been shipped, where it is currently, and when they should expect it.

On the same note, utilizing delivery route planner apps can help establish trust and customer satisfaction. Just as the name suggests, a route planner helps couriers to establish the best route from the warehouse or dispatch point to the delivery destination. With a reliable delivery route planner, companies can optimize routes by avoiding delays, heavy traffic, and unnecessary stops, among other things. Alongside other approaches like live chat online support and a user-friendly website, this approach could take your customer service to the next level.

2. Provide Different Delivery Options

People have different needs, and we all operate on different time schedules. This means that while one individual may not be in a hurry to get a product they ordered, others might really need it ASAP. Courier services should offer different delivery point options, so customers can choose one that will best serve their specific needs.

3. Customer Feedback Is Crucial

You may not always provide exactly what your customer needs unless you take time to listen to them. Therefore, it pays to have a delivery feedback system where customers can leave their remarks and get to review them. These remarks and reviews may include complaints, which can help correct a few flaws in your delivery system. It can help ensure your services satisfy each customer’s specific needs.

4. Make Use of GPS

Again, courier services are all about making sure you meet your clients’ needs, delivering their parcels on time and in good condition. One way to make sure that goods are delivered to the right places is using GPS. You can have your customers pin their location. With a working GPS installed in all delivery vehicles, goods can get to the correct destination, and on time, plus the location of the vehicle can always be tracked in real-time.

5. Exceed Your Customer Expectations

Whenever possible, exceed what your customer expects. If a package was to be delivered in a week, for instance, delivering it in three days could go a long way in winning the recipient’s loyalty. Alongside flexibility and convenience, speed is one of the things a great courier service must ensure. You can also offer discounts on the fees you charge. These are just a few more ways to put a smile on the customer’s face.

Especially these days that online shopping is increasingly gaining popularity, competition in the courier industry is getting fiercer each day. To remain highly competitive, delivery companies need to prioritize customer satisfaction. The above are just a few tips courier businesses can adopt for better customer service.

Customer expectations around delivery are changing. As we increase our online shopping frequency and continue to accelerate the shift to e-commerce, our understanding of the new normal is evolving.

No longer does a three to five-day delivery window suffice. Instead, next day or even same-day delivery is becoming sought after. It’s now a point of differentiation.

At the same time, we want a choice over where couriers leave our deliveries. Having spent 18 months locked behind doors, we’re now getting out and about – and with that comes a need for flexibility. This movement has also highlighted a consumer requirement for improved communications. In 2021 38% of adults in the UK received the dreaded “sorry we missed you” card through their door – despite being home at the time. This is frustrating, and customers and retailers can only resolve it  through improved communication with each other.

What can retailers do to solve these issues that plague last-mile delivery, and what can customers expect as we look ahead over the next five years?

Sustainability takes on a larger role

Environmentally aware consumers will see that the current delivery system is unsustainable. We expect that the number of packages we’re likely to order will treble by 2030. This means triple the number of deliveries and triple the amount of pollution. Still, we can already see examples of more sustainable delivery methods.

Our takeaway food deliveries rarely get to us by car. Bikes and electric scooters have proven to be the fastest and most efficient way of navigating larger cities. With this, the use of electric vehicles is already on the rise for package delivery. Still, it will soon become standard as consumers want to see courier companies taking responsibility for their emissions.

The use of data in driver recruitment

Driver analytics will allow couriers to expel those doing a poor job and hurting their brands. Quality will become just as important as quantity, leaving horror stories of packages thrown over the gate or left out in the rain as a memory. This will allow recipient perception of the delivery industry to transition from negative to positive. A search across social media platforms for the dialogue between customers and top UK courier companies reveals just how negative an experience customers are having.

Monitoring over 8,000 tweets from customers toward courier services from DHL to Hermes, we found that 83% of all tweets to the UK’s top courier companies are negative. One of the most significant issues across most regions was late delivery, with other issues such as misplaced packages and deliveries to the wrong address also driving customer complaints. This highlights that the delivery system still has room for improvement and that couriers still need to address various areas By monitoring how each driver is working and delivering, retailers and couriers will pinpoint these issues and mitigate the consequences more quickly and efficiently.

An increase in booking ‘delivery slots’

We may also start to see a more standardised process when it comes to delivery. Food deliveries in the UK are all based on a booking system. Customers can have their delivery at a convenient time. This leads to less missed deliveries and is more efficient for the drivers as they shouldn’t need to return to an address.

Royal Mail now offers a similar service for packages where you can choose a time that you will be available to sign for the delivery. This helps set realistic targets for drivers – as a booking system would allow them adequate time to drop off each delivery. With each customer not only knowing but actively choosing their timeslot, they’ll be prepared to receive their package.

New and improved delivery communications

Currently, every courier operates differently. Sometimes you’ll receive a text to let you know your delivery is coming. Other times you may get an email, phone call or not hear anything about your delivery until it’s at your door. Some couriers may operate through an app that lets you track how close your driver is. There’s no consistency with how we receive our updates.

This is an area of last-mile delivery that could boost customer experience and driver efficiency if improved. If customers knew how and where to reach them, their driver could leave the package in an agreed location with neighbours or ask for a rescheduled delivery without the wasted time of courier drivers.

Through technological innovation, last-mile delivery has made some progress over the past decade, but there is still a long way to go. We can’t predict the future, but we can plan for what we want it to be by considering changing consumer needs and desires.. Last-mile delivery, as it stands, is inadequate for drivers, retailers and the customer – we need to fix it.

About the Author

Jack Underwood is Founder and CEO of Circuit. Circuit is the best way to manage your delivery operations. Everything you’ll need to create routes, track packages, manage drivers and delight your customers.

David Grimes, CEO and Founder of Sorted offers some key tips to retailers on how to reduce high WISMO and WISMR contact rates while at the same improving the customer experience.

Online retail is booming like never before. Even with the easing of coronavirus restrictions and increased high street footfall, the UK online retail space grew significantly in April, with sales rising 10.2% YoY. While this is doing wonders for the ecommerce space, expectations for fast and transparent delivery are leading to a huge wave of customer queries and more pressure on contact centres.

More precisely, ‘Where is my order’ (WISMO) or ‘where is my return’ (WISMR) queries are often topping the charts, making up to 80% of enquiries. With 87% of customers saying being kept informed is the most important delivery factor, retailers need to take a step back and assess how they can reduce this influx of requests while simultaneously improving the customer experience.

The cost of WISMOs

When considering how long it takes to resolve queries and how many employees it requires to support customers, each WISMO or WISMR contact can cost around £4 and £6. That’s a pretty hefty price tag when you have hundreds of thousands, especially taking its toll on your bottom line during peak shopping periods.

Yet there’s also the cost that doesn’t immediately show up in your budget – the damaging effect WISMOs and WISMRs can have on customer loyalty and brand reputation. Today, roughly 50% of customers say they would switch to a new brand after just one bad experience. This could therefore mean high churn and serious revenue loss.

Alongside this, there’s a lot of power in online customer reviews. So every disappointing delivery experience or unresolved customer enquiry turns a promoter into a detractor. Negative reviews can stop an average of 40% of buyers from wanting to buy from a business.

Top 3 tips to reduce WISMOs

High WISMO and WISMR contact rates are clearly expensive problems to have, yet it’s not all doom and gloom. Everything retailers need to reduce them and achieve that 5* customer delivery experience is already within their business; people, tech and data.

1. Call deflection

Phone contacts are resource-intensive, costly and time-consuming. Too often, customers can be left in radio silence or on hold as operators jump from one ringing phone to the next. When we consider that it can cost five times more to attract a new customer, than it does to retain an existing one, communicating with customers should leave them with a smile on their face, rather than be a cause of frustration.

When we hear ‘call deflection’ we often think about dodging calls. But this isn’t the case, it’s just about working smarter, not harder, to connect with customers on the channel of their choosing. By leveraging tools such as live chat or WhatsApp, an agent can handle multiple enquiries at once, offering retailers the chance to gain a competitive advantage and utilise lower-cost channels rather than costly phone calls being default. For instance, by implementing post-purchase tracking, brands can automate delivery updates to customers through own digital channels, letting them self-serve queries and reducing customer contacts by 35%.

It’s not just live chat that’s a saving grace for retailers, brands can pick from an abundance of omnichannel options. Whether it’s chatbots, emails, SMS or social channels, retailers now need to be wherever their customers expect them to be.

2. Self-service and automation

Self-service tracking can immediately cut WISMO and WISMR contacts by giving customers the insights they need at the click of a button. Not only does this give shoppers greater autonomy over their post-purchase journey, but empowers them with the answers they need straightaway. Self-serve goes far beyond simply servicing tracking needs and reducing WISMO and WISMR contacts – it allows retailers to connect with customers and increase brand engagement at every touchpoint of the delivery journey.

Likewise, automation can be used to embed tracking updates directly into your digital channels, to get proactive with communication and stay one step ahead of the customer. With regular automated updates, the customer can know about any exceptions or changes to their delivery without customer services input. Today, 90% of customers say they would choose to shop again following a positive delivery experience, so improving the final mile is likely to skyrocket customer satisfaction and retention rates.

3. Informed and proactive teams

One of the most common causes of WISMO and WISMR contacts is a lack of access to delivery performance insights for teams, so much so that many brands only hear about issues when the phone rings. And it is this lack of visibility which negatively impacts both average handling time and first contact resolution.

By arming your teams with actionable, accurate delivery performance data all in one dashboard, teams can keep track of issues and performance to serve customers better. If the pandemic has taught us anything, it is that disruption is unavoidable. Yet when the unexpected does happen, more delivery visibility can allow retailers to spot issues quicker, make changes fast and proactively resolve problems before customers rack up a costly enquiry for you. So retailers can keep customer promise and protect customer experience, as your teams are ready with insight and prepared to deal with anything.

Connecting the dots

Customers want to be able to access delivery or returns tracking information, and if they can’t find this easily, an influx of WISMOs and WISMR contacts will be extremely damaging. To say goodbye to unnecessary customer contacts and allow agents to proactively resolve issues before they touch customers or NPS and CSAT scores; retailers need to join the dots across the whole delivery journey.

About the Author

David Grimes is CEO and Founder of Sorted, the delivery experience company. Sorted are harnessing the power of tech to transform the world of deliveries for businesses and consumers globally.