Customer Service in Logistics: How to Improve it Using Tech

June 28, 2024

3 Ways to Improve Customer Satisfaction with Logistics Management Software

customer service in logistics management

On the other hand, a negative logistics experience can result in customer dissatisfaction, negative reviews, and loss of business. For example, late deliveries, damaged products, or poor communication about delivery status can lead to frustration and disappointment, and can harm the reputation of the company. Companies can enhance the robustness of their supply chains and protect them against crises through strategic planning driven by digital logistics tools. Rigid processes and lack of transparency lead to a lack of logistics agility and resiliency. Embracing digital tools that can mitigate thefts, pilferage and damage is vital for ensuring customer loyalty and better margins. Driven by the need to be instantly gratified, modern customers need to know where their orders are, when it was shipped, when exactly will it de delivered and who will be delivering it.

NCA is a statistical analysis approach that identifies single necessary causes or independent variables to achieve a target outcome [82]. Combining PLS-SEM and NCA has been suggested to further theorize and validate the theory (Richter et al., 2020). This combined use leverage researchers to improve the accuracy and efficiency of the PLS analysis, as it reduces the number of variables that need to be included in the model. Without a dedication to customer service in logistics, a shipper could be left in the dark about the status of their freight or forced to deal with a complicated issue on their own.

The company should be able to provide back to the vendor what work is acceptable and what goals are not being met. Logistics planners must understand all logistics services offered by the firm so that they can articulate the benefits to the customer. If articulate properly, customer service could add significant value to create demand for the products and improve customer loyalty.

customer service in logistics management

In addition, the findings for hypothesis (H6) illustrated that CS with logistics services is significantly linked with logistics service RI. This finding implies that if customers are satisfied with the logistics services they receive, they are more likely to reuse them in the future. This corroborates previous research [45] showing that CS is a significant predictor of customer RI.

The Importance of Logistics Management in Business Operations

Also, by using a higher threshold, researchers can be more confident that their measures are truly distinct and can provide more accurate and reliable results. In this study, all values in the HTMT matrix were below this threshold, confirming a greater extent of discriminant validity. We’re proud to score as a World Class organization with an NPS score above 70.

The last thing you want is your drivers to run around on an inefficient route, consume too much fuel, and possibly deliver late packages. The discriminant validity of the framework was evaluated using Fornell and Larcker’s criterion, and the results satisfied this criterion, as presented in Table 4. According to the analysis outcome, the model displays discriminant validity, which is evident from the higher value of the square root of the AVE in the diagonal compared to the off-diagonal constructs [84]. This finding suggests that the construct measures in the model are more closely related to their respective variables than to other variables, indicating a good level of discriminant validity. According to Henseler et al. [85], an optimum heterotrait-monotrait ratio of correlations (HTMT) below 0.90 indicates high levels of discriminant validity (Table 4). Although the value below 0.85 is sufficient, we used higher threshold value so that it ensures that the constructs are sufficiently distinct and do not overlap in terms of the underlying constructs they are measuring.

On-demand bundling is the practice of bundling supply chain orders and putting them in a container or truck together with the intent of shipping them to a common location. Excellent customer service reflects in the way companies treat their customers. Not only it is an essential part of the business, but it is also very important to have a good reputation and even more so when you have a brand. You’ll always know where your products are so you don’t need to consistently reach out for status updates.

The impact on sales/revenues to a change in service level may be all that is needed to evaluate the effect on costs. The sales-service relationship over a wide range of service choices may be unnecessary and impractical. Sales response is determined either by inducing a service level change and monitoring the change in sales.

Good Customer Service Helps in Building Customer Loyalty

You’ll have to take note of some vital factors to effectively address the issue and increase the retention rate straight away. A company has always had a “logistics” department even if this has never been formalized. It is the department that controls the reception and shipment of goods that come in and out of the warehouse. Its activities are mainly administrative and are performed by the more humble employees, who do not have direct contact with customers. When businesses ship commodities, it’s not uncommon for them to have specialty transport requests.

Additionally, they facilitate order placement and collaborate with logistics and inventory teams for timely delivery. Streamline shipping, improve supply chain visibility, and handle vendors from one place. This not only helps to reduce costs, but also increases efficiency and can help to maximize profits. If you asked people what the most important assets of a logistics company were, they would probably respond with distribution centers, warehouses and trucks. Having well trained staff at every level, from sales to warehouse manager to accounting, means you are helping to improve your levels of customer service. In addition to missing out on the benefits of studying customer trends, you will miss other data and analytics without a CRM.

The modern supply chain is a vast and intricate network of stakeholders, from manufacturers and carriers to distributors and retailers. Sentiment is a cloud customer service platform with a unique conversational interface. FleetRunnr is a platform that allows users to import and validate orders, monitor address validity and provide real-time delivery tracking.

Why Logistics Customer Service Matters

Carrier and Agent Support Manager at Logistic Dynamics, Andrew Whipple III, says consistent communication is critical to building a relationship of trust. Additionally, when your logistics CRM includes a dedicated quoting tool, you can guarantee your customers that the quoting process will only take a few minutes. The faster you can send a quote and respond to a customer request, the better your chances of securing more shipments. Insufficient understanding of customer behavior significantly impacts logistics sales. The lack of a logistics CRM deprives you of the capability to generate profitable quotes aligned with customer preferences. They want to be treated with respect and feel like they are being listened to.

They should not seek just to completely change the vendor’s way of accomplishing work, but they should strive to understand the vendor’s cultural. This will assist in making decisions on how to define requirements to the group and how to help them meet the requirements. U.S. companies should understand that there are different ways at arriving to a solution as long as the requirements are met. In realizing the cultural differences, U.S. companies should make sure the vendor clearly understands what is expected of them. Words that are used in the U.S. may have a totally different meaning to someone in India or China. The company may feel they clearly defined their requirements and the vendor may feel they clearly accomplished the work according the requirements as they read or understood them.

Rather than taking up valuable space on your premises with large amounts of ready packaging, on-demand packaging offers a solution which saves space and money. By customizing your packaging process, you add a new level of efficiency to your logistics chain, On-demand packaging can offer the following advantages. The less handling and touches that happen in your logistics chain, the better the process will be. Identification of any such issues and reducing those touches are always good for business and can reduce costs too. Good HR policies and keeping on top of any problems can encourage better retention levels. It also makes sense to keep abreast of any salary changes within the industry.

Even though a mean CS score of 5.26 out of 7 indicates a limited amount of bias, there is still a possibility of some bias in the results. One solution to avoid this limitation may be to seek responses based on the latest shopping experiences. You can foun additiona information about ai customer service and artificial intelligence and NLP. Advanced research is recommended to develop approaches that can overcome this bias-reliability trade-off. Fourth, CS represents only a single performance variable that affects service quality and was used in the current study.

These factors can be especially relevant when we are dealing with cross docking or with reverse logistics projects. Depending on the type of cargo, you may only be able to use a maritime route and that mode in turn may dictate the routes to be used. It is advisable to look at what your most important HR metrics are and evaluate them. Where turnover appears unnaturally high, consider holding exit interviews to identify any issues then address those problems. This can be for a variety of reasons, some of which can be addressed, others, such as the job not being what they expected, cannot.

The key role of customer service in logistics is to solve customer queries after the sale and make them feel satisfied with the delivery. The customer service department will provide support for the customers on all the queries about their orders. It is a department that plays a vital role in logistics and helps in building long-term relationships with customers.

By providing excellent customer service, logistics companies can enhance their reputation and differentiate themselves from competitors. A reputation for reliability, responsiveness, and professionalism can attract new customers and build a loyal following, ultimately contributing Chat GPT to the company’s growth and success. However, it is possible to always be better and provide the customers with the best services possible. It is up to the company to enrich the customer experience by providing a good and worthwhile customer service in logistics.

Ultimately, exceptional customer service in logistics can significantly contribute to a successful and sustainable business model in today’s competitive market. The outcomes of this research offer practical implications for logistics service providers seeking to improve customer satisfaction and increase service re-use intentions. First, they must prioritize improving their OQ and IQ, which have a direct positive influence on CS. Specifically, they should pay attention to aspects such as timely and accurate delivery, effective and efficient problem-solving, clear and comprehensive information, and courteous and friendly communication. Moreover, LSP can use the outcomes of this study to finalize the specific dimensions of LSQ that have the greatest effect on CS and prioritize their efforts accordingly. Particularly, LSPs should invest in improving the quality of information they provide to customers to increase their satisfaction, trust, and loyalty.

What is customer relationship management in logistics?

What is a logistics and transportation CRM? A CRM (customer relationship management) in logistics and supply chain management empowers you to enhance your business operations by structuring data and sharing actionable insights.

The use of good email systems – both internal and external – can ensure that messages get to the right people by means of automatic routing. Having efficient communication systems at every level of your business helps ensure good customer service. Technology plays a massive role in your support teams efficiency and cost customer service in logistics management per load. Front helps logistics teams streamline operations and ship more freight with lower costs by making their customer communication system flawless. If you are managing your clients without a customer relationship management tool, it would be hard for you to have all this relevant information in one location.


Other topics include order cycle time, how to determine optimal service levels, and acceptable service variation in logistics. One key aspect of customer service in logistics challenges is promptly notifying customers of any potential issues. By keeping customers informed, they can adjust their expectations and plan accordingly.

Understanding 3PL: The Role of Third-Party Logistics in 2024 –

Understanding 3PL: The Role of Third-Party Logistics in 2024.

Posted: Mon, 21 Aug 2023 07:00:00 GMT [source]

In conclusion, customer service in supply chain management plays a pivotal role in ensuring seamless operations and customer satisfaction. Meeting evolving customer expectations, integrating with order systems, and prioritizing customer contentment are essential. Technology significantly improves customer service in logistics by enabling more efficient order processing and real-time tracking, thus enhancing transparency and responsiveness. It also integrates advanced analytics to proactively manage delivery expectations and streamline communications, ensuring a smoother and more reliable service experience for customers.

The most successful ones cement long-term relationships with customers and exceed their expectations with the right tools and by measuring the right metrics to track customer service success. Unfortunately for logistics companies, there are many factors that deeply impact your customers experience that you can’t change. Some businesses have more logistics experience than others when understanding how their products are transported. Businesses rely on logistics providers to ship their commodities safely and successfully.

However, overcoming these difficulties is as simple as providing the right training and tools to build a team whose temperament is aligned with creating a positive customer experience from start to finish. Once you’ve built a solid team of customer service experts, the world of logistics and supply chain management becomes your oyster, and some customers even start treating you like family. From the beginning of an order until order delivery, customers are involved in the process. The customer not only pays for the product or service, but they also decide whether or not to do business with your company again based on their experience.

The determination coefficient R2 showed the explanatory power of the prediction model equations in explaining the endogenous constructs. As shown in Fig 2, the proposed model showed substantial explanatory power for CS (0.473) and logistics RI (0.361). When I think about my current role as Co-packing Operations Manager, I immediately think about our cross-functional team.

In 2024, logistics companies are facing challenges like managing increased demand due to online shopping, handling reverse logistics efficiently, and staying ahead in the competitive last-mile delivery market. Advanced customer service tools like Hiver can help address these challenges by streamlining communication and improving collaboration. When customers trust a logistics provider, they feel confident in their ability to handle their shipments correctly and deliver them on time. This trust is built through consistent communication, accurate information, and reliable service. Customer service teams that establish strong relationships with customers by being responsive, proactive, and transparent contribute to building trust.

Managing multiple communication apps is not only a hassle but also leads to higher response times and subpar experiences for customers. Customer service representatives often need input on matters such as warehousing capacity, arrival and departure times, and inventory management. For lack of a better option, teams juggle multiple external chat apps or lengthy email threads to collaborate with other team members and departments. Fleet and fuel management, material handling, warehousing, stock control, each forms a crucial link in delivering an overall superior customer experience. However, ShipStation’s strong emphasis on shipping optimization means it mainly offers features like batch label creation and real-time rate calculation rather than a broad range of customer service functionalities. Through our approach to technologically enabled logistics management, our customers can be sure we are working toward solving their transportation problems.

Besides building good relationships with customers, other things make customer service essential in logistics. Some examples are getting more time to focus on different aspects of your business, transportation savings, and fast and on-time delivery. Supply chain visibility in global outsourcing is the visualization of information related to product or service quality and makes it available to all actors in the supply chain network. Actors in supply chain network include retailers, 3PL/4PL providers, manufacturers, sub contractors, suppliers, etc. As global outsourcing continues to become complicated, visibility of quality information is rapidly becoming the fundamental building block for outsourcing supply chain networks.

Efficient logistics operations are essential, including inventory management, streamlined warehousing, and reliable transportation to ensure on-time deliveries. Proper packaging, labelling, and documentation further enhance the customer experience. Investing in 24/7 customer service logistics promotes business growth by satisfying new and existing customers. While it costs more to offer this service, it still maintains a more profitable net profit than without it. According to the Logistics Bureau, lowering supply chain costs by just 5% can double net profits.

  • All customers, especially in the logistics industry, want to have a smooth and effortless experience working with a company.
  • As a result, investing in customer service can lower the churn rate, which ultimately reduces the amount spent on gaining new customers and the overall CAC.
  • Unfortunately, most organizations need more finances, time, or expertise to do so effectively.
  • The term fulfillment process has been described as the entire process of filling the customer’s order.

Uncertainty from such interruptions also makes it difficult to provide accurate delivery estimates and maintain the level of transparency modern shoppers have come to expect. Customer service in logistics management also encompasses providing shoppers with much-needed transparency. As mentioned, most buyers want order tracking, and a robust service strategy guarantees this through real-time status updates at every stage of shipping.. It lets you build trust among your clientele, laying the groundwork for consistent, ongoing support.. Customer service in logistics involves treating the organization and other supply chain parties as an extension of the transportation partner’s business.

Best Supply Chain Management Software U.S. News – U.S. News & World Report

Best Supply Chain Management Software U.S. News.

Posted: Mon, 30 Oct 2023 07:00:00 GMT [source]

But, in today’s competitive landscape, the importance of customer service in logistics should not be undervalued. 90% of customers are willing to spend more when companies provide personalized customer services. In today’s interconnected world, the importance of efficient customer service in logistics cannot be overstated. With the aid of analytics, machine learning, and artificial intelligence, companies are able to improve their demand planning to more accurately forecast a product’s demand. That means you can more efficiently schedule your fleet and drivers throughout the delivery process, whether it’s first, middle, last, or RTO.

What is the role of customer service in supply chain management?

Customer service in supply chain management provides valuable insights into customer preferences, pain points, and expectations. By actively listening to your customer's feedback and monitoring their experiences with your company, your business will be able to identify any areas that may need improvement.

Logistics refers to the side of business concerned with how products move from supplier to customer. Efficient logistical management is crucial to successful business operations. However, this process can oftentimes be arduous and time consuming to coordinate smoothly. As a result, many companies now offer Logistics Management Services in today’s modern business world.

Be the first to know about new logistics management insights to build or refine your fleet management strategy with the tools and knowledge of today’s industry. Despite a possible negative experience with the product, you can guarantee a seamless return process and still keep them satisfied with your business. In this study, a self-administered questionnaire was adopted for data collection, and a structural model was used to assess the hypothesis. In case of procedural measures, terminology definitions were clearly described and provided clear and concise instructions for respondents to follow when completing surveys in the questionnaire. This is helpful to reduce confusion and errors that can lead to bias in the data. Also, we told the people who answered them that there were no absolute right or wrong response and that their answers would be assessed anonymously.

customer service in logistics management

This phase represents the array of services needed to support the product in the field; to protect consumers from defective products; to provide for the return of packages; and to handle claims, complaints, and returns. Corporate customer service is the sum of all these elements because customers react to the overall experience. Are you considering outsourcing as a solution to your customer support challenges? SuperStaff, a leading call center in the Philippines, provides back-office service solutions, nearshore call center services, and outsourced customer service in the Philippines to enhance your service capabilities.

However, in client service, it’s impossible to be perfect, but it is possible to be better and provide your customers with the best service possible. All customers, especially in the logistics industry, want to have a smooth and effortless experience working with a company. Efficiency in customer service can result from the combined impact of improving the elements of customer service, which has a quantitative effect on sales for a company. The service level offering that is offerd by the competition in a market is considered the threshold service level.

customer service in logistics management

Where you have any ongoing or long-term clients, ensure they have the minimum number of contacts possible. Good customer service is about building relationships and when a customer speaks to a different staff member every time they contact you, then that relationship can be fragile. Being part of a high-growth business in a fast-paced industry like logistics requires support, sales, and account management reps to constantly learn. This means business leaders need to provide continual training to keep reps prepared and up to speed especially when theyre juggling a breadth of knowledge on materials, regions, and systems. IFS engineers specialized and affordable software solutions to help logistics and supply chain companies effectively compete in the marketplace today and in the future. A logistics CRM plays a crucial role in consistently securing more shipments.

Moreover, word-of-mouth advertising from customers is the most efficient and cost-effective. Enhance accessibility to customer service through various communication channels like social media, website chat, and phone. Empower the support team to deliver exceptional service across all platforms, ensuring swift and efficient resolution of customer inquiries along the entire supply chain. Effective customer service is vital to ensure a seamless logistics experience. Therefore, your customer service representatives should be empowered to deliver quality customer care quickly. Here’s how deploying the right customer service software can act as a differentiator for your logistics company.

By providing this first detail, your customers can easily pull up their order status and determine where it is in the supply chain. In this study, five components of the LSQ—OQ, RQ, IQ, PQ, and CQ—were used to determine the influence of the LSQ on customer satisfaction. Overall, 11 hypotheses were proposed and all relationships were found to be significant in the empirical investigation. The explanatory power of the exogenous constructs on the endogenous construct was also substantial, indicating that the model fit the investigation well. In the next phase, structural equation modeling (SEM) was used to elaborate the connection between the predictor and latent variables, including mediation and moderation effects. It is widely accepted that SEM provides better estimates than regression when executing mediation and moderation [80].

Providing better customer services and a smooth freight moving process can add more value to the customer experience. Improved customer experience can lead to a better brand or company reputation and help generate more business. Hence, well-handled logistics contributes to an overall positive customer experience. Third-party logistics companies are used when a business wants to outsource all or some of its distribution and fulfillment functions. Embracing a digital logistics software that empowers logistics stakeholders to drive data-backed decision-making goes a long way when it comes to seamless management of third-party logistics providers.

Hence investing in keeping customer care representatives motivated empowers the customer service, giving the customer enough reasons to remain loyal and spread a good word about the brand. It has been observed that 87% of customer care representatives, who are content with their occupations, are happy to make adjustments for their business clients. As you can see, all of these technologies serve their own purpose, but all the while, they all add to the oversight, efficiency, and transparency of the ever-moving nature of supply chains and logistics. Many different types of technology continue to impact the field and maximize employees’ and managers’ ability to do their jobs efficiently. ASCM is an unbiased partner, connecting companies around the world with industry experts, frameworks and global standards to transform supply chains.

What is the relationship between logistics management and customer satisfaction?

In logistics, factors affecting customer satisfaction include delivery time, cost, packaging, and communication. For example, if a customer receives their order in a timely manner, at a reasonable cost, and in good condition, they are likely to be satisfied with the service.

Conduct surveys, monitor social media, and encourage customers to share their experiences. Use this feedback to make data-driven improvements and enhance the overall customer service experience. Service levels set by competitors and often traditional service levels can affect the customer service and cost relationship. Sensitivity analysis can help aid a logistics operation to determine the factors that constrain the operation. The ideal solution is still the optimum balance between quality and cost; this should be weighed heavily in all analysis of the constraints.

Customer service in logistics is about more than just delivering goods; it’s about delivering a superior customer experience. When customers have a positive experience with a logistics provider, they are more likely to become repeat customers and even recommend the company to others. This positive word-of-mouth can lead to increased customer acquisition and business growth. Studies show that a 5% increase in customer retention can lead to a profit increase of 25% to 95%. By providing exceptional customer service, logistics companies can drive customer loyalty and fuel their own growth. Having this approach toward customer service allows for better communication and efficient delivering products.

Without a good level of communication and an efficient level of customer service, then any logistics chain will not operate as well as it should. Providing good customer service and communications as part of your logistics services is essential to success. Customer relationship management in logistics is often overlooked in the industry, where timely deliveries, efficient supply chains, and seamless operations are prioritized. However, it is important to note that building and managing customer relationships is a necessity. Continuous customer support optimizes KPIs like time to resolution (TTR) and first response time (FRT) rates.

How do you find customers in logistics?

  1. Build Trust and Showcase Expertise.
  2. Strategically Segment Audiences.
  3. Optimize Website for Conversion Rate Optimization (CRO)
  4. Content Marketing.
  5. Search Engine Optimization (SEO)
  6. Email Marketing.
  7. Social Media Marketing.

Customer service in logistics is about more than just moving goods—it’s about building genuine partnerships and creating a positive experience for all parties involved. Order fulfillment is the process that covers once a product has been ordered and its preparation to be delivered. At this stage, it’s necessary that the inventory management software or spreadsheet be updated to reflect diminishing stock as it gets sent out to a customer. As briefly touched on above, logistics management covers everything that a product or service must go through to get from its source to its end user. As one of the largest nationwide chapters, the ASCM Houston Chapter offers logistics and supply chain management courses taught by nationally recognized instructors and speakers.

Employees do not like being neglected or compared to representatives from other groups, and client assistance groups are no exception. Customer service refers to the group of people who handle all of a business’s contacts with its clients. It answers to questions and concerns and also keeps track of how well the service works overall. Customer service spending keeps going up because there is more competition in the market and new ways for people to connect with each other, like social networks. Furthermore, they serve as customer advocates, gathering feedback and conveying insights to enhance overall satisfaction.

Customer service is critical in logistics management as it leads to customer satisfaction, brand reputation, and business growth. By prioritizing customer service, logistics companies can improve customer retention, reduce costs, and thrive in a competitive industry. Poor communication and customer service in logistics can have detrimental effects, including costly fees and damaged relationships with customers. When issues arise during transportation, such as delays or unexpected problems, a logistics provider that values customer service can effectively resolve them, minimizing disruptions and ensuring customer satisfaction.

customer service in logistics management

When it comes to artificial intelligence, the advantages for logistics management are plenty. AI drives predictive analytics to forecast demand, optimize routes, and even powers autonomous vehicles for delivery. And, like we shared above, speech-enabled AI (like aiOla) makes it possible to complete critical tasks and workflows with nothing more than speech.

How is customer service related to logistics management?

Customer service in logistics ensures that your customers have a positive delivery experience. High rates of order fulfillment, speed and frequency of delivery, inventory visibility and on-time delivery are a few factors which determine the efficiency of customer service in logistics.

What is costumer service?

Customer service is the support you offer your customers, from the moment they first contact your business to the months and years afterward. Providing good customer service means being a reliable partner to your customers, going beyond helping them troubleshoot, use, and make informed decisions about your product.