If we view the shipping industry for what it is, then we realise that it revolves around serving the end consumer, in the most efficient way. This makes it a formidable sector in the service industry. However, as soon as we talk about the service industry, customer support enters the scene with big strides! This is because, in today’s times, no service company can survive or thrive without the help of a robust customer support team and technology.
So, what exactly do customer support companies do for shipping companies?
Largely relevant to the B2C market, customer support programs not only assist the end consumer but also help shipping companies to avoid issues related to COD (cash on delivery) orders and NDR (non delivery). Of course tracking and updating customers about their orders and answering their queries is fundamental to customer support services.
Though it’s taking some time, a large number of shipping companies are gradually learning the benefits of outsourced chat support or customer support over trying to handle it themselves or skipping this function completely. They are acknowledging that a customer support team is the first and possibly, the only line of communication between their company and end consumers. Also, repeated negative customer incidents can result in losing business, in the most damaging manner.
Hence, it would be safe to say that a good customer support campaign is a crucial part of running a shipping business.
Let us also find out in detail which functions customer support teams can provide during the shipping process and what are the long term benefits of these:
1) Assists with COD & NDR
Though we’ve mentioned these functions earlier, allow us to elaborate with typical examples of customer support assistance to avoid Cash on Delivery related issues or even Non-Delivery events.
Marketplaces or sellers fear COD due to the most obvious reasons. A customer who backs out and refuses to pay on delivery can be a nightmare and expensive for the seller and shipping company! However this can be avoided. Every time there is a COD order, customer support agents will proactively verify with buyers to check:
- Their availability at the time of delivery
- Their ability to make the required payment
- If there are any issues related to making the payment at the time of delivery
This immediately takes care of COD problems and Non-Delivery issues, among others.
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2) Opens up lines of communication
As a shipping company, there is no real channel of communication between you and your customers. In fact most of the time, customers are not even aware who the shipping partner is! This is alright most of the time but if you wish to send a message, get any feedback or even just interact with your customer for any reason, it’s difficult to do this without the expertise and technology of a customer support company.
Good customer support agents are trained in customer communication and know exactly how to approach a customer and deliver or obtain the required information. When operating via an exclusive and advanced omnichannel platform, they are able to reach out to customers over multiple channels – audio, video, SMS, Whatsapp, email and even social media. This creates an open and transparent area of communication for shipping companies, resulting in better customer loyalty.
3) Tracks orders for updated information
An experienced customer support team comes with knowledge, tools and methods to elevate your support functions.
One of the main ways in which a shipping company can add value to a customer is by providing accurate order tracking and information. When a shipping company handles this job on its own, it is in a better position to offer the true picture and actual situation of every order. Customers appreciate this.
4) Creates a positive brand image and word of mouth
Once you establish a two way communication with the end consumer, it helps to build awareness and loyalty towards your brand.
They will begin to post positive reviews and share beneficial stories about your brand and services via social media. You can also utilise a customer support team to conduct customer surveys, to be able to understand where you are falling short and improve, based on genuine feedback. Likewise, you may outsource customer support to provide you analytics on your customers and their habits.
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5) Gives you a competitive edge
Favourable ratings, positive reviews and high customer satisfaction rates puts you in a position to attract more clients. If you need to stand out among your competitors who offer the same or similar functions, your customer support team can help you with creating a solid brand image, popularity among customers and the advantage to acquire more business.
If you are a shipping company and require guidance on your customer support, speak to the Syrow team today for the most flexible and economical solutions for your needs.