3 Reasons Why Customer Service is the Lifeline of Logistics Industry

Keeping in the mind the importance of timely pickup and delivery of product in the success of an e-commerce company it would not be an exaggeration to say that Logistics have become the lifeline of the e-commerce industry worldwide. But what makes a Logistics Company Successful? We can confidently say that Reliable Customer Service is the lifeline of any successful Logistics company. Be it Uber providing you city rides or be it Amazon providing you “cash on delivery” product delivery at your doorstep where would they be without customer support?

If we dissect the structure of a logistics business, the most important part of it is the customer service. Here we will be discussing, exactly how important is the customer service for the logistics. You might be wondering that how can supply-chain be related to customer service. Well, this very crucial aspect is our topic of discussion today.

Let us take a close look at why customer service is an integral part of the logistics industry:

• Increases the customer base: It is very exciting for customers to be able to track their shipments once they have placed an order. Thus, keeping an online portal is very crucial for the logistics company. It is a trust-enhancing step to improve customer service.

Additionally, it will help to actually retain and increase customers. If the company is able to appease the wants of their customers, they will surely get referrals. A pleased customer will surely recommend that particular logistics company to his friends, relatives or colleagues. this is the main reason customer care service of logistics companies is often outsourced

Having a good customer service is like an unpaid promotional tactic.

• Customer service is the ultimate margin enhancer: Since customer service is labor intensive it often accounts for a significant part of the cost of the operation for any logistics company. But without a proper customer service department, it would end up spending more on transports and lack of goodwill. By connecting the logistic back office team, management team, sales team, logistics data entry team, and end users together customer service department justifies its expense.

Every logistics company should value the opinion of their customers. It inevitably increases margin in sales, when customers trust a brand. In such a scenario, keeping the customer’s happy increases repeat orders and reduces expense in new customer acquisition when happy customers refer new customers. All of these factors lead to enhancements in the company’s profit margins.

A happy customer means surplus profit for the company.

• Drivers stay loyal: Can a logistics company operate without their driver? Absolutely not. The drivers are literally the representatives of the logistics company. Many drivers have to face the wrath of the customers if there is any glitch within the service provided by the company.

The funny part is, the driver is not even related in the operations of the company. They are simply delivering. But, if your customers are not happy then they complain to the drivers. Additionally, drivers face law enforcement officials, traffic situations, unforeseen circumstances like storms & Accidents. If the drivers are not happy, they lose faith in the company. They leave. But with a good customer service department to support them it’s easy to retain customers.

Supporting the Driver in Bad times makes them loyal to the company.

To wind up, it can be asserted that improved customer service should remain the locus of a logistics company. Having good customer relation will benefit their business in manifold ways.