Startup Guide: Customer Service is the key to success in the logistics industry

The sustainability of a business is not based solely on the acquisition of new customers, but also on the ability to retain customers, thereby building a loyal customer base. When new customers reach out for the first time, the testimonials and feedbacks of previous and existing customers play a key role in determining their decision. It becomes even more crucial when the business is a startup, for the opinion and feedback of even smaller customer hold equal importance. According to the 2019 logistics tech trend report, over 98% of companies, irrespective of size and scale, mentioned customer service constituted the core of their business strategy.

The level of customer satisfaction is directly proportional to how quick and effective your communication is. One should not wait for customers to come up with questions, rather the approach should be to appraise and inform them periodically about all developments about their consignment or cargo. Prima facie might not come across as viable to inform the customer about any mishap or unexpected delay, but eventually, it would add to the trust factor and give customers the leeway to adjust their schedules accordingly.

An integrated client service mechanism is a great way to establish a rapport with the customers and provide a seamless service. When we talk about integrated client servicing, we refer to a process wherein a connection is established between different services to work in tandem with each other. Following integration, the services not just become more cohesive, but effectively make the business more responsive to customers’ needs, thereby enhancing accountability and customer relationship.

When we launched our range of services, one of the highlights was the concept of ‘Customer Success Manager’. Each of our customers gets a CSM, who is a dedicated one-point source of all information right from the word go to the last mile delivery. The idea is to ensure that all queries of customers are answered at the click of a button efficiently. This point of contact for the customer also has access to comprehensive data related to any consignment, enabling him to respond almost instantly to all queries, including the pre-sales and post-sales ones.

Today if you talk about speed, it is not only about how quickly the goods are delivered. As a matter of fact, it is more about how quickly one responds to inquiries from customers. In other words, the modern logistics industry is more about how fast you deliver information rather than how fast you deliver shipments. Needless to say, consistency is just equally, if not more, important when it comes to ensuring customer satisfaction and building a long-term customer base. If you are consistent in your services as well as communication, the customer would believe you when told that the issue is being looked into and the required answer would be given in the soonest possible time frame.

Efficient management of the inventory through reliable vendors and suppliers, transparency on shipping prices and conditions and availability of different offers to meet customized needs can always enhance the level of customers’ satisfaction. For instance, we have created a marketplace targeting the end consumer segment with an integrated client servicing approach, resulting in speedy service and consistency.