Until a few years ago, logistics was all about delivering products to customers. Evidently, a customer-centric approach or an emphasis on customer service was lacking. Today's circumstance, however, is very different.
The new generation of logistics service providers has turned to a customer-centric supply chain defined by rapid operations and tailored solutions in response to significant changes in consumer behavior. Companies are creating new ways to enhance the consumer experience, from real-time tracking of purchases to more control over delivery windows.
Businesses are using cooperative alliances to serve customer needs and are placing more emphasis on industry best practices for order fulfilment. The new age logistics companies are configuring supply chain activities to create tailored experiences for customers with the aid of digital tools.
In this blog, you’ll discover how logistics industry needs a digital push to build amazing customer experiences.
Proactive delivery information & updates with SMS
In the age of smartphones, providing an update at every step becomes the need of the hour. Through SMS, businesses can provide transaction details, shipment updates like when the shipment was dispatched, when exactly it will reach them, helping customers track their shipment through messages.
Additionally, you can inform them when it was out for delivery and provide them with the delivery agent's details enabling them to contact each other, and lastly informing the customers once the shipment was delivered along with the name of the person who had received the delivery. Messages not only help customers keep track of shipments but provide OTPs for setting up pick up requests and other transaction related messages.
ValueFirst’s messaging solutions can help you in keeping customers informed in detail and thereby enriching user experience through simple, scalable, and secure platform.
Streamline processes with voice call notifications
Here are some of the use cases of voice call service for logistics:
Make customer engagement professional with email
There are several ways to communicate with your audience today, including social media, targeted marketing, and direct calls. However, data and historical experience demonstrate that email is the most efficient, cost-effective, and action-oriented of all the options available.
All businesses contact your target audience via email. So being in their inbox, where your content/ information/ updates will receive the most attention, is the best method to stay on top of their minds.
Email marketing for logistics can be acted on instantly in a business context by passing them to the appropriate person leading the company area, clicking on links to learn more, or visiting your website and making a direct booking if the offer in your email was so attractive.
Personalize engagement with WhatsApp
WhatsApp is a powerful communication tool for businesses of all sizes. The WhatsApp Business API enables companies to communicate with their customers directly, in a personal and engaging way.
Everything from cargo tracking to customer service, and even food delivery can be made easier through the WhatsApp Business API, making it a must-have tool for any business in the transportation, logistics, or supply chain industries.
Challenges in scaling customer service, communicating with a large and distributed workforce, and managing inventory are just a few of the many areas where chatbots can be integrated to improve efficiency in the transportation, logistics, and supply chain industries. Many of the common challenges and activities in these industries lend themselves well to automation.
In addition, businesses in the sector are using chatbots to improve the entire customer service experience by providing customers with a 24/7 support system that is always available to answer any questions they may have.
To wrap up
Digitisation is reshaping the logistics industry and there is a new generation of logistics companies accelerating tech adoption across the sector with a keen intent to optimize supply chain workflows and build trust among their customers.
With companies challenged to deliver unparalleled value, digitisation is the way forward to gain competitive advantage. By embracing digital innovations, companies can capitalize on a plethora of opportunities and trends discussed here.