Omnichannel Solution to improve the customers experience in Logistics

In a fast-paced industry like Logistics, the flow of information is as important as the flow of goods. The major challenge is the coordination between customers, suppliers, and the different units in the company. More than 2 billion users on WhatsApp make it the most popular means of communication and companies should be where their customers are.

The CX solution here plays a vital role. Companies can keep their customers informed about each and every detail of their order by using a hybrid model of communication and start using social media channels for digital communication.

Here are the challenges Logistics companies face to service their customers

• In scaling customer service, communicating with a large and distributed workforce.
• In reporting timely on the shipment status, delivery schedule, and any changes.
• In providing its customers with timely updates about their transactions.
• Inability to take care of customers' service requests and bookings quickly.
• Inability to send promotional messages & providing customers with personalized offers and discounts.

Why customized chatbots are useful in the Logistics sector

In the Logistics sector, it isn’t hard to imagine standardized messages; questions like the status of the shipment, rescheduling delivery & lost parcels. Trring Me omnichannel solution is a one-stop solution for that. Timely report on the status of the shipment, connect multiple people to communication channels via a single platform, preset templates to reduce pressure, monitor your team’s performance, customized automated replies & the issues which require more depth digging than the smart customer care tool will inform human employees.

Some real-life use cases of how logistics companies can use a WhatsApp Chatbot

• Lead generation & Lead qualification

Whenever a customer texts the company’s WhatsApp bot, his name, and phone number are automatically collected. Now all they have to ask for is an email ID. Fewer questions and a friendly interface equal higher fill-up rates and more customers. Automated lead qualification is important because it saves you time & energy. Bucket leads with specific requirements to the appropriate teams and ensures no lead is missed.

• Send payment updates, links and OTPs

Allow customers to choose the preferred payment options and offer solutions based on their selection. Now they are likely to pay faster and sooner as opposed to if they had limited options.

• Order-Tracking

The most crucial aspect is to let the customer track their order by providing real-time tracking information & troubleshoot any problems related to it.

• Reminders and notifications

Send templated messages to proactively send customers updates, reminders, and notifications about their orders through WhatsApp. Its two-way interface allows customers to change addresses, reschedule deliveries, etc. Additionally, this improves delivery success rates and reduces reverse logistics charges.

• Locate the nearest Drop-off

Allow customers to locate nearby stores with ease using a WhatsApp Chatbot. Send Google locations so customers can drive to your stores with ease and Enable users to send locations, pin codes or type localities and show them a store nearest to them.

• Ease Returns & refunds 

Customers can send images, documents, and other necessary information needed to validate their returns as a WhatsApp chatbot allows media richness.

• Feedback and CSAT

As customer loyalty metrics are built on customer satisfaction score (CSAT). However, collecting feedback poses a significant challenge. Customers rarely respond to traditional means of outreach like Email or SMS but WhatsApp.

Conclusions

Holding an open rate of 97% and a 100% delivery rate, WhatsApp Chatbots are the best communication medium for any Logistics provider. Since it is not possible to organize conversations, connecting multiple agents to your messaging app or work simply becomes too complex and boring when you receive a large number of orders.

With the power of Conversational AI, API integrations, and actionable insights, Trring Me can boost your customer support and help you provide delightful customer experiences and improve all your communications and the logistics of your social networks and messaging apps using one place.

Contact us to know more:

Website: https://trringme.com

Schedule a meeting: https://wa.link/w7f5hx