Client servicing more often than not is the crux of every business and freight forwarding is no exception. If you are planning to expand your business and gain loyal and returning customers then it’s time for you to focus on a strong strategy which will boost the reputation of your organization through positive customer experience. Today’s post is all about how to improve customer service in the freight forwarding sector.
Tips to enhance your customer service:
Make your processes transparent
Visibility in the supply chain will help to lower the time being spent by your customer and thereby enhance their general experience with your team. Transparency can be ensured not just by the tracking of cargoes but also by providing the option of comparing available prices and options. Conqueror’s TMS, FreightViewer, enables members to enter your local and transport charges on the platform and instantly create a detailed personalized PDF of the requested quotation which can be mailed immediately to your clients. Providing your customers with customized services will also increase your chances of customer retention.
Choose your partners wisely
Regardless of the business tactics and the technology you might be using, the human factor is always important in this industry. This is precisely why you need to choose your partners wisely for enhanced customer experience. As a Conqueror member, you can always trust your partners as all of them have been handpicked for their financial strength, creditworthiness, reputation and several other factors that make them the go-to forwarders in their respective territories.
Make use of multiple channels of communications
Email and phone calls have become the standard mode of communication in our times but you’d need more than that to enhance your client servicing. For example, you need to make use of social media platforms like Facebook and Twitter while installing a live chat option on your webpage is also a good idea.
Concentrate on last mile delivery
Last mile delivery is one of the most important aspects of the movement of cargo and demands much thought and extra attention on your part. Therefore make sure that there are no mistakes or damages involved and if there are any special instructions always let your staff or partners know beforehand.
Provide quick feedback
Feedbacks should be provided to your customers not just at the end of moving the shipment but at every stage of the process. Regardless of the issues, your response needs to be fast and directed at resolving whatever issue your client might be facing. Consider investing in having your staff trained at lowering the possibilities of mistakes during customer interactions.