The use of Third Party Logistics (3PLs) has improved the customer experience, according to 88% of shippers. This is based on a 2021 3PL Logistics Study done by Penske Logistics and Infosys. Furthermore, according to 76% of 3PL users, 3PLs offer fresh and creative approaches to enhancing logistics efficiency.
The bottom line is, utilizing a third-party logistics provider (3PL) can assist you in enhancing customer service! This fosters increasing customer satisfaction and repeat business. Here are a few advantages and perks of working with a 3PL to improve customer service delivered by your company.
Low-Cost 3PL Logistics Service
You can obtain the lowest delivery costs by working with a 3PL. By using their connections with vast networks of freight carriers, 3PLs can reduce costs.
Additionally, because 3PLs offer a variety of freight mode alternatives, firms choose the optimum mode and level of service for each delivery. More volume discounts are available to you the more you ship with your 3PL partner. Before you sell your business out of frustration, discuss solutions with the experts at Alpaka.
Partnership and Performance with 3PL Logistics
A 3PL is a valuable ally and collaborator, particularly as consumer expectations are constantly evolving and customers demand excellent service from your company on every level.
By working together, you have more flexibility to manage volume increases, spikes in demand, or peak seasons, without any delays.
Should a problem with a carrier emerge, your 3PL partner can assist you in resolving it as a valued partner.
A 3PL can also improve shipping efficiency and assist you in scaling and streamlining your process so you can deliver your goods more quickly and easily. Your ability to deliver your products on time will boost customer satisfaction and retention.
This is made possible, in part, by improving the efficiency of your shipping process.
Saving Time with 3PL Logistics
Consumers are demanding quicker delivery times. Thus, 3PLs have made investments in cutting-edge technology to make it simpler and quicker for you to locate shipping solutions. Therefore, using this technology gives managers and business owners a wide range of options at their fingertips, enabling you to provide the delivery timeframes your clients need. In one convenient online place, a 3PL with a strong transportation management system (TMS) can help you meet delivery requirements, save time, and make sure you’re getting the best bang for your buck. By doing this, you may free up critical time! Now you can concentrate on other aspects of your company that will improve the client experience.
The Importance of Customer Service
Some businesses wonder if the effort they put toward maintaining good customer service is actually worth it. According to Forbes, it’s an 11 on a scale of 1 to 10! You don’t have to be a mathematician to understand the significance of those numbers. Customer service remains an integral factor in the success of today’s companies.
What turns a shopper who may purchase something from you one time into one who will return, again and again, for the rest of their shopping days? The answer: Great customer service. In fact, 83% of today’s consumers are in agreement with that answer.
The success of a business and customer service are linked intrinsically. There can be no doubt.
The Significance of Customer Service by Percentages
In addition to the percentage just referred to above, here are some others that can and do apply to customer service and how it relates to the success of your business:
- On what do consumers base brand loyalty? Excellent customer service is cited by 90% of them.
- Over 76% of customers, as the result of two or more negative experiences, will move on to a different business or source. You might get away with one, but a second infraction will be viewed as intolerable by more than three quarters of today’s consumers. Is that a mistake you’re willing to make?
- When they have a customer service question, an immediate response is preferred by 90% of customers.
- A bad customer experience will be shared with others by 62% of your consumers. A good experience, on the other hand, may be shared by as much as 72%.
- To make up for a mistake made by a business, it can take up to 12 positive customer experiences.
- When it comes to customer service or assistance, what’s the most frustrating part for today’s consumers? Waiting on hold was cited by approximately 33%.
- As much as the products you sell or the service you provide, what’s just as important to today’s consumers? The experience they have when using your service was cited by an astounding 80%.
Improving Customer Service
In addition to partnering with a 3PL provider, what are some of the best tricks of the trade when it comes to offering stellar service to today’s consumers? Make sure that your customer service/customer support department takes into consideration the following five tips:
- Be humble, kind, and patient.
- Whenever possible, speak to your customers face-to-face. At the very least, allow them to talk to a live person rather than having to deal with recordings. You can also use “contact us” forms or live chat on your website, email people personally, or have a representative call them if they haven’t spoken to one personally yet.
- Gather as much feedback as you can. Consider gathering feedback by asking for it directly on your website, conducting usability tests, tracking scores for customer satisfaction, and using emailed surveys for your customers to fill out.
- Active listening should always be practiced by the people who deal with your customers. This requires your customer service reps to attentively listen to customers, comprehend what is being conveyed, and appropriately respond in the best manner possible.
- Always be responsive. Never ignore a problem.
Partner with the Best 3PL in California
Here at Alpaka, to ensure your total satisfaction, we’ll work closely with you. We treat your products with care and efficiency. We are a fulfillment service company that also provides excellent kitting and assembly services for your products. On top of that, our ownership structure allows for an incredible level of flexibility. We make quick decision making happen when you need it most. Lastly, you’ll be able to count on us as your one-stop-shop for your business operation needs as we provide a range of business services such as printing and copying, graphic design, and more.
