How to Improve Parcel Tracking? 6 Tips for the Logistics Sector!
Written by:
Claudia Valente
As you can see, with the exponential growth of e-commerce, customer expectations have increased dramatically and, as such, parcel tracking has become one of the main concerns for consumers in the logistics sector. For logistics companies, this means that the ability to offer efficient and accurate customer service, supported by a Logistics Contact Center, is more essential than ever.
In this article, you’ll learn how logistics-focused contact centres can help improve parcel tracking, deliver a superior customer experience, and increase customer satisfaction and loyalty.
The Importance of a Contact Center in Logistics
Contact centers play a key role in managing customer interactions, especially in sectors where customer service is critical, such as logistics. These Call Centers serve as the first point of contact for customers who need information about the status of their orders, helping to reduce the anxiety and uncertainty associated with the delivery process. Ultimately, customer service is crucial in the logistics sector because it directly impacts customer retention, business reputation and overall operational efficiency.
An efficient logistics Contact Center must be able to:
- Provide accurate, real-time information on the status of orders.
- Quickly resolve problems related to delays or failures or changes in delivery, and changes such as date or place of delivery, for example.
- Offer several fast communication channels, such as telephone, email, chat and social networks, so that customers can choose the one that is most convenient for them.
Tips for Improving Parcel Tracking with a Contact Center
1. Implementation of Integrated Tracking Systems
For a logistics Contact Center to be able to provide accurate information, it is essential that it is integrated with the company’s tracking systems. By directly connecting the Contact Center to the order management software, agents can access real-time data on the location and status of orders, allowing them to provide accurate information to customers.
2. Using AI for Quick Access to Order Status
Order status, shipment tracking, delivery changes, returns and technical support are some of the information your customers can obtain via a phone call using Artificial Intelligence (AI), without the need for human agents.
In addition, AI can play a crucial role in anticipating problems and communicating proactively with customers. By analyzing large volumes of data, AI can predict delays in deliveries (such as delays caused by weather conditions or traffic problems), allowing the Contact Center to inform customers in advance and propose alternative solutions, minimizing the negative impact on the Customer Experience.
3. Automate Tasks to Optimize Operations
Having Contact Center software that automates tasks such as sending automatic SMS updates on shipments, rate quotes, appointments, transit times and delivery confirmations saves time and streamlines operations.
AI can be a lever to give your agents the opportunity to be more productive and offer added value. As well as being able to dedicate themselves to solving more complex challenges, which promotes greater interest and involvement in the work, AI can also help them when it comes to customer service.
With automation in the various service channels, agents can have a more advanced contextualization of interactions with customers, receive tips and guidance during service on the steps to follow, among other benefits.
4. Improved Self-Service for Order Tracking
Offering self-service options for order tracking is an effective way to improve the customer experience and lighten the workload of customer service agents. By implementing self-service solutions such as IVR (Interactive Voice Response) or chatbots, customers can quickly get the information they need without having to wait for an available agent, which not only reduces the number of calls to the Contact Center, but also improves the overall customer experience.
5. Personalizing Customer Service
Personalizing customer service in the logistics Contact Center is an effective strategy for improving parcel tracking. By integrating the CRM with the Contact Center, agents will be able to use historical data and customer preferences to provide a more personalized service, such as automatic notifications via SMS or email about the status of orders.
6. Continuous training for agents
Customer service agents are the front line of any logistics Contact Center. Investing in ongoing training programs to ensure that agents are up-to-date on screening processes and tools is crucial to providing quality service.
Conclusion
Improving parcel tracking is essential for success in the logistics sector and contact centers play a crucial role in this process. As you can see from our DPD case study, by implementing integrated tracking systems, using AI to provide fast and accurate information about orders via a virtual agent, improving self-service options, personalizing customer service and investing in agent training, companies can significantly improve the customer experience and therefore increase customer loyalty.
If your company has not yet implemented an effective logistics Contact Center, now is the time to consider this strategic change. Optimizing customer service and improving parcel tracking will not only help increase customer satisfaction, but will also position your company as a leader in the competitive logistics market. Don’t waste any more time. Schedule your free personalized demo now.
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