The Foundation of a Successful Freight Business
If you deliver late, if your packages don’t get to their destination intact, if your clients have to sit on hold forever with your customer service department to get answers, your freight business will suffer.
You have to change your operations to adapt to the times in order to serve your customers the right way. In this ever-changing environment, that can be a challenge but one that your freight business must meet in order to stay competitive. Here are 5 ways customer service can affect your Freight Business:
#1: Proactive Change
Waiting too late to adapt to the changing landscape of the industry is the surest way to lose the race. Your goal should be to stay ahead of the trends. Your top competitors are.
For instance, your website alone tells your customers a lot about how up-to-date your freight business is. If they can only view your website on their desktop computers and not on their mobile devices, you are already behind in the count.
In order to make sure that your customer service has a positive effect on your business you have to be ready to adapt and implement changes to your operations. Not only that you have to prepare for future changes proactively as well.
A good example of this is freight businesses that are waiting for regulations to reduce CO2 emissions to become law before they make changes. That is not proactive change and frankly many customers want a business that is environmentally sound. Be proactive and plan for the future today.
#2: Technology Savvy
Case in point, technology is rapidly changing from month-to-month making businesses more efficient and customers more satisfied. Using that technology to coordinate the logistics for your freight business is paramount.
Better management of your supply chain and delivery times requires proper analysis of “big data.” Using supply chain management software to understand your customer base and predict their future behaviors is just one aspect of tech savvy required to compete for consumers.
The “cloud” is another way to make sure that your drivers, carriers, and management team are all on the same page. This allows you to view shipments in real-time, adjust for delays, and make quick decisions to ensure that your customers have the best overall experience.
#3: Personalized Customer Service
In a world becoming ever more automated relying on personalized customer service is crucial for your freight business. That means providing responsive websites and phone systems that get your customers where they want to go.
Then having a live person on the other end of the phone when your phone prompts can’t help will further build goodwill with your client base. However as a freight service, your customer base may include clients who speak other languages or are on different time zones.
Your overall customer service has to be able to adapt and accommodate all of your clients. That includes providing service like:
- Foreign Language Options
- International Hours of Operations
- Toll Free Numbers for Out of State/Country Calls
- Multi-Lingual Customer Service Reps
- And Online Help
#4: Reliable Deliveries
It should go without saying that for a freight business reliable deliveries are at the top of the list. If you miss a big shipment or it is late arriving to its destination, the chances of that vendor ever using you again are slim to none.
Whether your customer is a LTL customer or a full load freight company, you should make it your goal to be able to handle any snafus, delays, or errors that may come up and get them corrected as quickly as possible. Having a strong relationship with your supply chain can go a long way to helping you to achieve that goal.
#5: Exceeding Expectations
Finally the best way to turn your customer service into a selling point for your clients is to exceed expectations. The goal should not be just to get packages to their destination on time but early.
Even if you have a small trucking business, you can still compete on a grand scale if you use the right tools. Customer service should be a big part of your strategy. That includes reaching out to brokerages who can handle your freight management services.
Your goal should be to provide the most reliable service, competitive pricing, and to any destination on the globe. If you keep in mind that you are no longer just competing with local businesses but with freight businesses around the world, your constant efforts to improve the overall customer experience will ensure that your business thrives.