Managing a successful eCommerce business is more than selecting the right product niche, getting your shop online and delivering a stellar online customer experience.
You also need to think about customer service questions for your logistics carriers.
Remember, your customer needs their order delivered to their destination after checkout.
How well you handle this crucial part of the customer relationship – the efficiency of your logistics carriers, the speed of customer service and how punctual your deliveries are will directly impact your customer’s buying experience and their overall impression of your brand.
Did you know your logistics carriers can affect the quality of your customer relationships?
Let us show you why.
Punctuality and stellar customer service is key
We recognise great customer service when we see (or hear) it.
A friendly human voice answers your call on the first ring, you get the answers to the questions you wanted to ask without being diverted. An order arrives sooner than expected or a problem is solved before schedule.
All these put a smile on our face and makes us look forward to more communications from the brand.We recognise great customer service when we see (or hear) it. Click To Tweet
Did you know according to eCommerce platform’s xSellco’s data, customer questions about an order’s delivery status and the location of where customer’s orders are at any given time make up 30 percent of all incoming queries?
As an eCommerce merchant, there will be times when you need to communicate with your carrier’s customer service to check on individual order statuses or reassure customers their orders are scheduled to reach them on time.
The importance of customer service questions in logistics
You (or your customers) will be communicating a lot with your chosen carrier’s customer service to investigate your customer’s orders.You (or your customers) will be communicating a lot with your chosen carrier’s customer service to investigate your customer’s orders. Click To Tweet
You need to make a critical decision on how you want to approach your customer service strategy. Do you want to handle all your customer’s inquiries on their behalf? This means you need to invest more resources into customer service.
Or, do you want to let your customers investigate and resolve their own parcel issues with your logistics carriers? This may seem like the easier option to take, but you risk disappointing or frustrating your customers, especially when your carrier’s customer service is not meeting their needs.
Remember, customers demand speed in customer service. The faster their issues are resolved, the more likely customers will rate their service experience as ‘good’. Therefore, whichever method you choose, it’s imperative that you pick carriers with proven records of exemplary customer service.
Your logistics carriers can become a prized asset or a burdensome liability, depending on your choice.
So how do you evaluate if a carrier’s customer service is up to standard? Ask them customer service questions in logistics.Ask your shortlisted carriers customer service questions in logistics to truly evaluate their quality of customer service. Click To Tweet
You need to do your homework.
All carriers will claim they have excellent customer service, so you may need to dig a bit deeper to get your answers. And you better do it before you choose the carrier your work with.
We believe there is more to it than just deciding on price and who has the best transit times. How they deal with inquiries will make a key difference to your business.
So where do you go? We have some suggestions.
1. Ask your carriers to provide regular service performance reports or ask them for their latest service report.
First, you need to understand how your carriers measure their service quality.
If you want to know what’s going on with your shortlisted carriers, ask them to provide reports at least on the following metrics:
- Pickup performance (do your pickups occur on time?)
- On-time delivery (do your deliveries occur on time?)
- Delivery attempts (how many times did they try to deliver your item?)
- Exception-free delivery (how often do unforeseen events or delays occur while your package is in transit?)
- Claims-free service (do deliveries arrive without issues or damages?)
2. Check if the carrier’s customer service center is easy to work with.
Sometimes, the only way to truly evaluate a carrier’s customer service is to become a customer yourself. Some questions you can ask to truly evaluate are:
- How quickly (or slowly) do they return your calls?
- How intuitively is their data, can you (or your customers) actually understand it?
- Are they knowledgeable about your case and do they care about you as an account?
- Do they express concern and empathy for your needs?
3. Check their user reviews and interactions with other customers on their social media pages and website:
In today’s omnichannel world, customer support is not only done through phone or email. It extends to other online channels like live chat, social media channels like Facebook Messenger or Twitter.
This can be clearly seen especially on Twitter.
Source: USPS Help Twitter
Watch how the carrier interacts with customers on social media conversation threads. How do they respond to negative feedback? How long do they take to reply? Are their responses helpful and empathetic?
In today’s world, customer service is king.
Great customer service helps put smiles on your customer’s faces, helps build customer trust and loyalty and is key to your eCommerce shop’s continual growth and success.
At Parcel Perform, we’re all about helping you deliver the best possible customer experience for your customers. In addition to optimising your webshop pre-checkout experience, you need to also think about what happens after checkout.
This is where we can help you with this burden! We provide one-stop branded tracking updates on a single page for eCommerce merchants for your customers and help you answer these questions by analysing the performance of your logistics carriers with our powerful tools.
Go beyond evaluating your carriers based on service locations and cost, and look at how they perform at customer service.
Ask for their latest performance reports, evaluate how their service is like by becoming a customer yourself and check their social media interactions with customers.
Your customers (and you) will appreciate it.
Want more tips on how to manage your carriers to provide the best customer service for your customers? We have a monthly newsletter filled with our latest tips and resources on logistics management.
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Joshua is the Marketing Manager at Parcel Perform. He loves technology and a good book. Outside of e-commerce and Parcel Perform, you can find him in the kitchen, gym or yoga studio.