6 Factors Why Customer Service In Logistics Is Important

logistic customer service

Therefore, it’s important to make internal changes that will help achieve better results in sales, innovation, production, and profits. This level of productivity can be achieved by reviewing your turnover, as high turnover can be financially costly and inconvenient for your business. Making your customers happy will be close to impossible if your staff are unhappy.

logistic customer service

Regularly seek feedback from your consumers to identify areas for improvement. Conduct surveys, monitor social media, and encourage customers to share their experiences. Use this feedback to make data-driven improvements and enhance the overall customer service experience.

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Customer service isn’t just about dealing with inquiries and solving problems; it’s also about fine-tuning your operations. When you listen to your customers, you gain valuable insights into what works and what doesn’t. The logistics market has significantly increased its revenue in recent years. According to Allied Market Research, the global logistics market was valued at $9,833.8 billion in 2022 and is projected to reach $16,794.7 billion by 2032. These statistics come as no surprise, considering the industry’s rapid growth.

Customers rely on logistics companies to handle their valuable goods and ensure timely and secure deliveries. Excellent customer service builds trust and credibility by providing transparency, clear communication, and reliable support throughout the logistics process. When customers feel valued and their concerns are addressed promptly, they develop confidence in the logistics provider’s ability to meet their needs consistently. By implementing these strategies, you can enhance customer service in logistics, improve customer satisfaction, and build long-term relationships with your customers.

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The artificiality of the gaming environment will always lead to questions about the relevance of the results to a particular firm or product situation. Predictive value of the gaming process is established through validation procedures. So how can businesses go about fixing bad customer service experiences?

logistic customer service

Implement a field service management software and empower customers to have complete visibility of their shipment, and receive status updates for their service requests. This in turn minimizes agent workload, allowing them to focus on complex queries and meet KPI standards. While there are many methods that companies rely upon to gain an edge over rivals, providing effective customer assistance remains one of the best ways of doing so. Customer assistance is one of the key departments to focus on if you wish to provide a pleasant and hassle-free experience to the clients. Let’s be honest, there is no shortage of competition in today’s business market.

For example, if orders are frequently being shipped late, the company might need to invest in new software to help track orders and monitor shipping times. Or, if products are commonly damaged in transit, the company might need to invest in better packaging materials. These changes can be costly and time-consuming and might not always be successful. Quality customer service in logistics can produce long-term transportation savings, on-time delivery, peace of mind, happy customers, and more time to focus on other areas of your business. In contrast, poor communication and customer service in logistics can end in costly fees or damaged relationships with customers. The key role of customer service in logistics is to solve customer queries after the sale and make them feel satisfied with the delivery.

logistic customer service

Here’s how deploying the right customer service software can act as a differentiator for your logistics company. Your company can train dispatchers, salespeople, or have a dedicated customer service team to answer calls and queries in a timely manner. To facilitate efficient communication, your company should invest in a business phone system. This will streamline all customer service interactions, enhancing the clients’ overall experience. Efficient customer service in logistics ensures your logistics operations can scale with your growth. Virtually all modern enterprise software should be able to provide you with the data you need for this analysis.


When it comes to shipping goods, customers expect a smooth and hassle-free experience from start to finish. 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). These include fill rates, frequency of delivery, and supply chain visibility (Innis & LaLonde, 1994). Researchers have consistently discovered that customer service is highly dependent on logistics.

  • Customers always want an easy process, so having a company that ensures that is key.
  • Customer service representatives may also be responsible for upselling products or services or providing customer service through live chat or phone.
  • Carry out pre-work communication meetings that can be between 15 to 30 minutes.
  • 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.
  • Through our approach to technologically enabled logistics management, our customers can be sure we are working toward solving their transportation problems.

Another vital aspect of logistics customer service is providing tracking information. This information should be updated in real-time so that customers can always know where their order is and when logistic customer service it will be delivered. Finally, it is crucial to create a process for handling customer complaints. Customers should feel like their concerns are being heard and that they are being treated fairly.

While implementing order tracking may seem easy, it still entails significant technology investment and operational adjustments. Tools such as Infoplus also help companies track metrics such as delivery times, pickup times, warehouse capacity, and more. This helps them increase efficiency across all areas of their logistics business. Ecommerce companies have mastered the art of keeping customers in the loop about their orders every step of the way. There’s no reason why logistics companies cannot adopt a similar tactic for every step of the supply chain.

As a buyer, you will be able to measure your suppliers by using the data from surveys. The vendor scorecard allows you to visualize the current state of your business relationship with those suppliers. 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. When you’re running a business, timing is everything, and a late delivery almost always throws off your schedule if you aren’t alerted to the delay ahead of time. Dhruv Mehta is a Digital Marketing Professional who works as a brand consultant and provides solutions in the digital era. Ever since Veritiv Canada adopted real-time order tracking, almost every call on the status of delivery has been eliminated.

Supply chain visibility in global outsourcing is the visualization of information related to product or service quality and makes it available to all actors in the supply chain network. Actors in supply chain network include retailers, 3PL/4PL providers, manufacturers, sub contractors, suppliers, etc. As global outsourcing continues to become complicated, visibility of quality information is rapidly becoming the fundamental building block for outsourcing supply chain networks. Information technology advances now make extended visibility across organizations possible. The greatest benefit comes from leveraging visibility information to identify and eliminate root causes of quality problems, and to rapidly respond to ensure the quality of outsourced products and services. This early identification and correction of quality problems in global outsourcing can help companies reduce the consequences of poor quality of products and services.

logistic customer service

Take these figures, for instance — 48% of employees want professional development opportunities to feel engaged enough to stay. For one, investing in cloud computing, artificial intelligence, and automated management systems is costly,. Often requiring experts to train your staff in operating and integrating tech into your existing system.

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For example, you can provide tracking updates, weather reports, and shipment transits to ensure that your clients are well informed. This will simplify the entire process for them and increase the credibility of your brand. Customers are always happy whenever the process is as simple as possible. The time they spend on shipping can be minimized through supply chain visibility. In turn, it will enhance the overall experience that they have with your brand.

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LaLonde and Zinszer identified the third element of customer service as posttransaction activities. These are the services provided to customers following receiving their goods. These activities must be planned in the pretransaction and transaction stages (Ballou, 2004).

During this initial contact, the logistics company must establish the customer’s needs and requirements. They will also need to provide the customer with information on the company’s capabilities and services. Once the customer’s needs have been established, the logistics company will develop a plan to meet those needs. This plan will ensure that the customer’s goods are transported safely, securely, and on time.

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