The Importance of Customer Service in Logistics


Customer service in logistics is significant to building an effective supply chain. Since they are on the receiving end of your products and get the opportunity to use them, customers always come first. From that experience, customers determine the company’s reputation and how it stands out against the competition.

What is customer service in logistics?

In the logistics industry, it’s crucial to find customer-based partners. You want a partner who will treat you as part of their business. Having this approach toward customer service allows for better communication and efficient delivering products. However, in client service, it’s impossible to be perfect, but it is possible to be better and provide your customers with the best service possible. All customers, especially in the logistics industry, want to have a smooth and effortless experience working with a company.

Why is customer service important in logistics?

You always want to have strong relationships with your customers so that they continue working with your brand. If you strive to build long-term relationships with your customers and gain their loyalty, you should consider shifting from a product-oriented strategy to a customer-focused one. Besides building good relationships with customers, other things make customer service essential in logistics. Some examples are getting more time to focus on different aspects of your business, transportation savings, and fast and on-time delivery.

What are the elements of customer service in logistics?

Listen and solve

When on the phone with a customer, you must listen and note what they say.  Listening to and solving problems can help the efficiency of your supply chain. For example, if an important issue arises immediate action should be taken to solve the problem to keep a smooth process.

Plan to keep promises

Reliability is one of the key factors in customer service. If a customer can rely on your company, they will continue to use your business. As a result, keeping promises ensures long-term relationships. But, before you make a promise to a customer, make sure that it can be fulfilled first.

Go the extra mile

Go above and beyond for your customers. When you do this, customers are typically impressed and appreciate the work you did for them. Going further to help the customer can also assist in developing positive word-of-mouth for the company.

Tips on customer service in logistics

Implement customer service software

Technology is everywhere, and every company uses it in one way or another. It allows companies to be more efficient in their operation and other areas. For example, customer service software can make the process of ordering, tracking, and delivering shipments more thrilling for everyone. Customers will want to keep shopping with you if you provide a more updated and interactive process. Having all this software proves to customers that you’re dedicated and take care of the products in the shipping process.

Smart Partnerships

Another way to make your logistics process smooth is by partnering with companies that’ll help you in the long run. Customers always want an easy process, so having a company that ensures that is key. However, it’s essential to research the company before partnering with them, so you know how they operate and what they offer. In addition, you always want a company with superior technology that can help you support your mission.

Bring the customer along on the journey

Keeping your customers informed about what you’re doing is always important. They’ll become more comfortable with your business once they know more about you. A big step in getting your customers to understand what’s going on is providing supply chain visibility. Supply chain visibility shows the customer every step of the way, starting with the product and its development to the time it lands at their front doorstep. Customers want to know where their product is always, so supply chain visibility and advanced technology can allow that to happen. Along with supply chain visibility comes updating your customers on the process of their products. Real-time updates are essential with packages and enable the customers to track their items on their own time.

Always look for feedback

Without feedback in logistics, no one would know what they’re doing right or wrong. Customer feedback is what drives a business and is the reason for improvement. If customers aren’t satisfied, the business should strive to fix those issues. A helpful way to get feedback is by asking customers directly their thoughts about the process whether positive or negative. A similar method is to create a customer survey once a product has arrived. Customers can rate the business and answer different questions about how the process went.

PLS and customer service

PLS Logistics Services take pride in its customer service and assisting in the supply chain process in any way possible. We strive in helping companies grow their businesses through reliable logistics and transportation services. Want to get in touch with us about our customer service?

Contact us today to speak with one of our experienced customer service representatives and learn how PLS Logistics can help you!

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