A shipping business is a complex and ever-changing industry, and customer support can be a challenge. There are many moving parts to a shipping business, including operations, sales, marketing and customer service. Each department has its own set of challenges, and each team member has their own set of skills and knowledge. Randall Castillo Ortega, a global trade expert, offers insight into customer support challenges for a shipping business and how to overcome them.
The customer support team is responsible for assisting customers with their questions and concerns. They must have a deep understanding of the shipping industry in order to effectively help customers. The customer support team must also be able to quickly resolve issues and keep the customer satisfied.
However, this is not an easy task. The challenges of customer support for a shipping business include keeping up with the ever-changing shipping industry, understanding the different departments within a shipping business, providing quick and effective resolutions to customer issues and keeping the customer satisfied.
Customer satisfaction is essential in keeping a shipping business afloat, and good customer service is the key to achieving it. Castillo explains, “A study by J.D. Power that found that 63% of customers who had a positive experience with a company’s customer service were likely to recommend that company to others.”
There are often many moving parts involved in shipping – from coordinating with suppliers and manufacturers to dealing with logistics – which can make it difficult to provide timely and accurate information to customers about their orders. Additionally, tracking information can be complicated and hard for customers to understand, which can lead to frustration and, ultimately poor reviews or ratings.
Finally, Ortega recommends developing strong relationships with suppliers and manufacturers so that you can quickly get information about delays or issues with orders. Additionally, he suggests streamlining your tracking information so that it is easy to manage.
Phone support is the most direct way to provide customer support, but it can also be the most challenging. Shipping companies must ensure that they have enough staff available to answer calls in a timely manner, and that those staff members are properly trained to handle customer inquiries. Additionally, phone support can be expensive, so companies must carefully manage their call volume and average call times.
Email support provides a more asynchronous form of customer support, which can be beneficial for both customers and shipping companies. Customers can take their time crafting a well-thought-out email, and shipping companies can batch together similar inquiries to streamline their response process.
However, email support can also lead to long turnaround times if not managed properly. Additionally, customers may feel like they are not receiving adequate attention if they do not receive a prompt response to their inquiry.
Live chat provides a happy medium between phone and email support in terms of immediacy and personalization. Customers can get their questions answered in real-time, but shipping companies also have the opportunity to resolve multiple inquiries at once. Additionally, live chat transcripts can be extremely helpful for tracking down issues and identifying areas for improvement
A good customer support system is important for any business, but it is especially important for a shipping business. Primarily, as in industry, it leads to increased customer satisfaction. “A good customer support system can help increase customer satisfaction levels,” states Castillo. “When customers have problems with their orders, they want to be able to reach someone who can help them resolve the issue quickly and efficiently. A good customer support system ensures that customers can do just that.”
Not only will a good customer support system lead to increased satisfaction levels, but it can also help improve customer retention rates. Customers who are happy with their experience are more likely to continue doing business with a company. Conversely, customers who have a bad experience are more likely to take their business elsewhere.
A good customer support system can also lead to higher sales figures. Happy customers are more likely to make repeat purchases and recommend a company to others. This word-of-mouth marketing can be invaluable for a shipping business looking to increase its market share.
A good customer support system can also help reduce operating costs. By resolving issues quickly and efficiently, businesses can avoid the costly delays and disruptions that often come with poor customer service.
One way to improve customer support is by increasing the amount of communication between the customer and the company. This can be done by providing more channels of communication, such as live chat or phone support, and by making it easy for customers to find the information they need on your website.
Another way to improve customer support is by ensuring that your agents are properly trained and equipped to handle customer inquiries. This includes ensuring that they have the knowledge and skills necessary to resolve issues quickly and efficiently. Additionally, your agents should be able to offer alternative solutions when necessary and escalate issues when appropriate.
Finally, it is important to measure and track the performance of your customer support team in order to identify areas where improvements can be made. This can be done through surveys, call monitoring, or other methods. By tracking performance and taking action based on the results, you can continue to improve the quality of your customer support over time.