In the highly competitive e-commerce market, the shipping and delivery experience often provides the added value that differentiates one merchant from another in the customer’s view. In recent years, however, rising consumer demand for instant gratification has been putting considerable pressure on an increasingly complex supply chain.
Online retail giant Amazon, which accounts for nearly half of the e-commerce sales in the U.S., has been continually raising the bar for product delivery by offering fast, free shipping with the ability to customize final delivery options. Consumers have now come to expect an Amazon-like experience wherever they shop online.
For shippers, coping with the Amazon Effect on the supply chain has become a top pain point. Many are partnering with a mix of third-party logistics (3PLs) providers to shorten lead times, enable faster, more frequent deliveries and improve last-mile logistics. Forward-thinking shipping companies also have been exploring and testing innovative ways to deploy automation to provide a superior customer experience while managing the costs of skyrocketing demand. Package delivery drones, self-driving trucks and autonomous ground vehicles are just a few of the automated solutions that may soon become integral links in the supply chain.
In addition to automating the package delivery process, technological advancements in the warehouse (robotics), on route (advanced GPS systems, Internet of Things) and for customer-facing operations (omnichannel communication, real-time tracking, personalization) continue to disrupt the shipping and logistics business. In fact, 68% of transport and logistics CEOs say that changes in core technologies of service provision will disrupt their business in the next five years, according to a 2018 survey by professional services firm PwC.
Digital transformation looms on the horizon as a requirement to compete in the modern market as leaders look to artificial intelligence and data analytics to identify opportunities to manage costs, increase efficiency and keep abreast of changing consumer behaviors. The PwC survey found that 65% of CEOs are working to change distribution channels to reflect the digitalization of logistics.
Consumers’ expectations for instant delivery of their online purchases has tasked shipping and logistics providers with ensuring on-time deliveries within an ever-shrinking window. Meeting continuously expanding demand while providing a seamless customer experience has become a critical pain point among shipping and logistics providers, many of which are simultaneously undergoing digitization efforts to optimize processes across customer and partner channels. Top customer service challenges for the shipping and logistics industry include:
CustomerServ’s shipping and logistics call center outsourcers provide dedicated service professionals coupled with omnichannel support tools to deliver seamless end-to-end customer support for shipping and delivery inquiries and issues.
Our expert call center vendors provide best-in-class customer service for shipping and delivery, including:
Outsourced contact center services include: