Customer service has always been, is and will always be one of the services that companies should provide to the highest standard to build customer loyalty. It is becoming increasingly relevant as it becomes one of the distinguishing points that tip the scale for consumers. Because, let’s face it, an excellent purchase and after-sales service cannot exist without high-quality customer service. Brands that do not understand this will be left behind in the race to offer the best experience… And they will have to take on unflattering consequences for their businesses.
Of course, e-commerce logistics has a lot to say here, since in the current context of immediacy it is imperative that interactions be fast and accurate. Therefore, an agile and efficient logistics operation guarantees good customer satisfaction, reduces the volume of complaints, increases sales and promotes brand loyalty.
At Logisfashion we indeed strive to ensure that our clients’ items reach the stores and homes of their respective customers on time and in optimal conditions. To do this, we use technology to ensure that these processes are as efficient and agile as possible.
Keep in mind that the digital transformation of customer experiences becomes essential for any company that wants to continue leading the way in loyalty. Therefore, we have tools that help us manage, monitor and optimise, and how, all the tasks we perform.
This technology allows us to use the most appropriate tools to manage data in order to offer customers satisfactory and personalised experiences, but also to optimise the efficiency of our processes, reducing the cost and complexity of IT.
Here the critical curve of customer service comes into play, which connects aspects such as the maintenance of inventory or supplies, transportation or delivery of the product to the end user, essential aspects to complete the operation efficiently.
Let us look at it in data: according to Zendesk’s ‘CX Trends Report 2023′, 70% of consumers spend more on companies that deliver seamless, customised and seamless experiences. A fact that highlights the importance of offering an effective logistics service as a distinguishing aspect for customers.
In addition, this same study shows that 60% of consumers base their purchasing decisions on the level of service they expect to receive, so technology, in this case Artificial Intelligence through, for example, a Chatbot, can help users solve low-complexity queries by themselves and with greater autonomy, also reducing the repetitive work of agents.
It also ensures that 73% of consumers would opt for the competition after experiencing two negative experiences in this regard. And 96% of customers will leave without warning if customer service is poor, according to Forbes’ ‘Ninety-Six Percent Of Customers Will Leave You For Bad Customer Service’ report. Therefore, it is essential to offer assistance before, during and after a purchase, keeping the buyer informed and sure that their order will arrive on time and in perfect condition. A point, without a doubt, that aids in retaining customer loyalty.
In this way, the automation of repetitive tasks improves employee productivity, taking data into account serves to make better strategic decisions and intelligently allocate resources, and having a trained team streamlines the process and makes it more efficient.
In short, good logistics management and good customer service work hand in hand to prevent basic problems in shipping products, as well as to solve incidents in a timely manner in order to keep our customers happy.
