Operation, optimization, process automation, cost reduction: all these technical issues within a company are linked to a single final objective, customer satisfaction. However, when it comes to B2B, a job well done cannot be summed up in prices and terms. You need to invest in relationships.
To understand this relationship a little better, let’s discuss a little about the importance of customer service in logistics and how to improve your service. Check it out!
How can we see customer service as a market advantage?
Customer service is generally defined as a sector that centralizes all interaction between the company and the customer. It addresses questions and complaints and collects data on the efficiency of the service as a whole. Investment in customer service grows with the increase in market competitiveness and new forms of interaction with the public, such as social networks.
In addition to being a source of satisfaction in service, it is this sector, today, which is most responsible for connecting demand to the service and understanding what weaknesses of its operation are, in relation to the expected delivery.
How important is customer service in logistics?
This type of relationship is essential in a market where logistics is positioned as a key part in fulfilling an order and in the production chain, from the raw material to the final customer. This is even more evident in a B2B relationship. Business customers are very fond of immediate information and meeting deadlines, as well as quick adjustments in delivery if they need a special service.
Therefore, the customer service must be treated with the due importance that it exercises in the logistics sector. A breach of trust or a mismatch of information can cause production and even financial losses: the kind of disruption that few corporate customers forgive.
What are the main actions to be taken?
But how, then, to guarantee a good customer service that attracts and favors customers? There are some simple attitudes that can improve the relationship with your contractors. See what they are!
- Set deadlines clearly and stick to them
This is the basics for a logistics company to remain in the market. Delivery efficiency and meeting deadlines are often more important to maintaining a customer than price. Invest in technology to better specify your routes and schedules and always be available to inform about the progress of each delivery.
- Be willing to deal with complaints
Complaints are inevitable in the logistics market and what defines a company’s success is its ability to deal with them. Use those moments as opportunities. If your customer service is committed to solving every problem that arises, you turn the tables and win the customer for future contracts.
- Bring the most valuable customers closer
Every company has its most valuable customers, those who are already loyal, use the service more often or have the most valuable contracts. Be proactive with this type of audience. Call periodically to find out if he is satisfied with the company, ask for feedback and offer special conditions. These key customers will become spontaneous disseminators in the future and will maintain a solid foundation, even in times of crisis.
- Going beyond the basics
Finally, investment in technology and training in customer service must be focused on always doing more than necessary. If there is a complaint, a request for information, deliver what the customer needs and a little more. These small details give the advantage that a company needs to beat the competition.
After all, trust through relationships is often more valuable than prices and terms. Customer service in logistics is the way to guarantee the success of your business in the long term.
Why is it worth having a customer service department in logistics?
Dealing with complaints and feedbacks is a smart way to generate the growth and optimization of various parameters of a company. The customer service seeks to exactly meet these situations.
Now, when it comes to logistics and distribution, even more effort is needed in the development of a company’s own customer service sector. With this, managers and entrepreneurs can devise strategies to maximize opportunities and reduce risks.
When analyzed from the point of view of handling goods and transporting products, this reaches another level of importance. After all, customers are always looking forward to receiving the goods in the shortest possible time, but with the highest quality standard available. In this way, the customer service can be used so that some structural changes are aligned to the demands and potential of the business. Think about it!
What are the benefits of investing in customer service?
See below some competitive advantages when adopting this organizational strategy.
Mapping of unsatisfactory items
The implementation of a customer service makes it possible to map, organize and create tactics to reduce the number of people dissatisfied with the service provided or product sold. With this information, a wide range of structural changes and requalification of the professionals involved can be implemented.
The result is the offer of a unique and exquisite experience to the customer. All of this converges towards the loyalty of its public, generating great value in the company-consumer relationship.
Optimization is the keyword to achieve a good level of productivity and savings with costly processes. Customer service in logistics is even more important, as this sector has a relevant number of processes to be adopted in the logistics journey. In this way, many activities that are redundant or that could be performed more efficiently are identified. Focus on that!
Knowledge of the reasons for complaints
How do you find out what bothers or decreases customer engagement with your company? In addition, what makes them dislike the service provided? These answers are very important for those who want to grow in the competitive national market.
Therefore, it is very interesting to audit the data and analyze the information collected with a customer service strategy. They are able to answer the questions mentioned above and create rich material for those who want to improve various operational and customer service aspects.
What are the main objectives of customer service?
Let’s list some of the main points that make customer service take your company to another level. It is necessary to know how this practice can bring several positive results. Do you want to find out how it is possible to grow in the market? Check them out below:
- understanding of the reason for complaints;
- improvement in processes;
- productivity growth;
- improving the team to handle customer service.
Customer service in logistics grows day after day. The market leaders have already discovered how important it is to know how to use the data obtained with this strategy. Do not be left out!
What about you, what is your experience with customer service in logistics? Leave a comment and share your experience with us!
ORBIT Logistics is one of the world’s leading suppliers of inventory management solutions (VMI – Vendor Managed Inventory and SCM – Supply Chain Management) and real-time data acquisition.
Our company, founded in 2003, provides a modular system for supply chain management and automation, serving global customers from offices in Leverkusen (Germany), Atlanta (USA), São Paulo (Brazil) and Shanghai (China). A highly qualified team composed of more than 40 engineers and technicians, offers customized “turn key” solutions for process management and monitoring.