A well-defined customer service strategy adapted to each case is essential in any company, but even more so in the logistics sector.
The customer service strategy is an indispensable element in most companies and, in the logistics sector, it occupies one of the central places. Here we tell you everything you need to know to implement it in the logistics sector in the most efficient way possible.
What is a customer service strategy ?
Customer service strategy is understood to be the set of rules and guidelines that define the way in which customer service is to be carried out in a company. That is, it determines how the process of relating company and customer will be carried out and, consequently, it has a very important effect on the way in which the customer perceives the company in question.
The importance of the customer service strategy in the logistics sector
Although defining a customer service strategy is a fundamental element in any company, within the logistics sector it is especially important. This is because this sector deals with getting products and services from the manufacturer or distributor to the end customer. Therefore, its main value is to offer an optimal user experience , which is why customer service occupies a preponderant place in its activity.
How should the customer service strategy be in the logistics sector ?
Some of the aspects that must be taken into account when establishing a customer service strategy in the logistics sector are the following:
1. Consumer-centric strategy
The customer service strategy that a logistics company establishes must be completely consumer-centric , opt for a customer-centric strategy . This approach puts the customer at the center of the entire logistics process and, consequently, understands it as a process designed to respond to their needs and demands. It is not just about taking product A to destination B, but about carrying it out according to the characteristics and particularities of each client and each order .
2. Fluid communication between company and client
One of the essential elements in any customer service strategy focused on the consumer himself is that there are fluid communication channels between the company and the latter . These channels can be more traditional (for example a phone call), or adapted to the digital age (for example, through the use of apps or platforms).
3. The importance of the last mile
Within the logistics process, the last mile and the dispatch itself greatly affect the customer experience . Therefore, it is a crucial moment where the company’s strategy must place special emphasis on guaranteeing customer satisfaction when receiving their order and doing so in the desired conditions.
4. Monitor customer satisfaction as a whole
Beyond the logistics process itself and the delivery of the order, it is important to monitor customer satisfaction as a whole and also at the post-sale time . In this way, it is possible to continue to improve the activity of the company and anticipate the needs and new demands of customers even before they are formulated in a formal and repeated manner.
Having a customer service strategy is one of the most important elements in ensuring an optimal relationship between business and consumer. And, in the case of the logistics sector, it is essential that it be focused on the customer and customer satisfaction, since, in the end, logistics will be perceived as an increase in the value of the product or service that the end customer receives.