In transportation and logistics, the speed of response and problem-solving as well as the stress resistance of support line employees determine company development.
Sometimes there can be failures, postponements, and other difficulties, even not through the company’s fault, but as a result of uncontrollable factors, such as weather, traffic, or political events. For example, a loaded truck can get stuck in many kilometers of a traffic jam caused by a strike. In this case all that remains is to be patient, explain the situation to users, and inform them when it is to be resolved.
Sometimes customers or airlines themselves make mistakes. For example, a passenger has arrived at a wrong airport and the road includes many transfers. So, it is important to promptly respond to requests to orient the person and help them find the best route.
All this will not be a problem if user support on the website is smooth and requests are not lost, going straight to right departments. Moreover, it is possible to increase the number of satisfied and loyal customers up to 90% and reduce response time to two minutes.
All you need is to use Chat2Desk tools:
- Answer bot and website widget. They can reduce phone line workload, making it possible for users to stay in messengers they find comfortable and allowing operators to handle all channels in a single window, not switching between tabs or losing chats.
- Self-service menu. It can automate request processing and conduct initial inquiries without a specialist. For example, it can redirect a request to the right department. In addition, the self-service menu can be used to answer frequently asked questions, so users will get answers without support.
- Scripts. They are functions called by customized actions. For example, when an operator gets N+1 rather than N chats, this +1 goes to a less busy employee or, if a chat waits for a response for more than three minutes, a supervisor is connected.
- Tags. They make it possible to structure the base and divide it into categories that are convenient to handle.
- Mass messaging. You know that a shipment is delayed and are working on the problem? Be ahead of questions and inform your customers by mass messaging. You have contacts who were interested in something but never made a purchase? Send them customized offers.
A structured approach to support and automated routine processes will help achieve results in both logistics and transportation, as well as other business areas. And most importantly, they will increase customer loyalty.