The success of any business is majorly dependent on the quality of customer service offered. On the same note, customer satisfaction has a huge impact on a company’s client retention rate. This is the reason why a company should always try to deliver excellent customer service at all times.
The courier sector, in particular, has a lot of room for improvement when it comes to providing excellent customer service. Many customers are complaining about items not arriving on time alongside other customer service issues. The good thing is that there’s always something you can do to streamline things.
With this having been said, here are five ways you can improve your customer service as a courier company.
1. Use Software to Keep Customers Updated
It’s always frustrating for a customer to keep making calls and sending emails, just to know when they will be receiving their packages. The hassle of having to wait indefinitely without any update on the progress of the delivery can be a huge turn-off for any customer. This is why an automated update system could be significant.
These software apps are a great way to ease the worry and anxiety of your customers as they wait for their packages. With package trackers, for instance, your customers are kept up to tabs with details on their packages from dispatch to delivery. They can tell when their parcel has been shipped, where it is currently, and when they should expect it.
On the same note, utilizing delivery route planner apps can help establish trust and customer satisfaction. Just as the name suggests, a route planner helps couriers to establish the best route from the warehouse or dispatch point to the delivery destination. With a reliable delivery route planner, companies can optimize routes by avoiding delays, heavy traffic, and unnecessary stops, among other things. Alongside other approaches like live chat online support and a user-friendly website, this approach could take your customer service to the next level.
2. Provide Different Delivery Options
People have different needs, and we all operate on different time schedules. This means that while one individual may not be in a hurry to get a product they ordered, others might really need it ASAP. Courier services should offer different delivery point options, so customers can choose one that will best serve their specific needs.
3. Customer Feedback Is Crucial
You may not always provide exactly what your customer needs unless you take time to listen to them. Therefore, it pays to have a delivery feedback system where customers can leave their remarks and get to review them. These remarks and reviews may include complaints, which can help correct a few flaws in your delivery system. It can help ensure your services satisfy each customer’s specific needs.
4. Make Use of GPS
Again, courier services are all about making sure you meet your clients’ needs, delivering their parcels on time and in good condition. One way to make sure that goods are delivered to the right places is using GPS. You can have your customers pin their location. With a working GPS installed in all delivery vehicles, goods can get to the correct destination, and on time, plus the location of the vehicle can always be tracked in real-time.
5. Exceed Your Customer Expectations
Whenever possible, exceed what your customer expects. If a package was to be delivered in a week, for instance, delivering it in three days could go a long way in winning the recipient’s loyalty. Alongside flexibility and convenience, speed is one of the things a great courier service must ensure. You can also offer discounts on the fees you charge. These are just a few more ways to put a smile on the customer’s face.
Especially these days that online shopping is increasingly gaining popularity, competition in the courier industry is getting fiercer each day. To remain highly competitive, delivery companies need to prioritize customer satisfaction. The above are just a few tips courier businesses can adopt for better customer service.