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How can you use social media to improve customer service in transportation?

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Social media is not just a platform for marketing and advertising, but also a powerful tool for improving customer service in transportation. As a logistics manager, you can use social media to communicate with your customers, monitor their feedback, resolve their issues, and enhance their satisfaction. Here are some tips on how to use social media to improve customer service in transportation.

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Yaseen Ayoub

Maersk | Product Growth & Development | Inland Transportation | Customs | Cross Border Transportation | Afghan Transit…

1 Choose the right channels

Not all social media platforms are suitable for your transportation business. You need to choose the ones that match your target audience, your goals, and your resources. For example, if you want to share visual updates of your shipments, you might use Instagram or YouTube. If you want to provide quick and direct responses to your customers, you might use Twitter or Facebook Messenger. If you want to build a community of loyal customers, you might use Facebook Groups or LinkedIn.

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Yaseen Ayoub

Maersk | Product Growth & Development | Inland Transportation | Customs | Cross Border Transportation | Afghan Transit | First Mile | Mid Mile | Intermodal Railways | Warehousing
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Recently, a delivery got delayed, but using social media, I provided real-time updates, addressed concerns, and offered personalized solutions. I engaged customers through polls to improve services and used social media for timely communication during disruptions. Announcing promotions on social platforms also boosted customer loyalty. This social media approach enhances satisfaction and builds a strong connection with customers in the transportation business.

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Jacob Mwanansoga

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Using your business profile for customer service inquiries is perfectly fine. In fact, it's a great opportunity to build trust by responding to comments and solving problems in a timely manner. However, it's always a good idea to outline other options such as LinkedIn Post, or interactive helpdesk for users who may need additional assistance. This approach allows for transparency in customer relations without unnecessarily advertising issues to other followers who may not be aware of them. Remember, there's no need to hide customer issues, but there's also no need to advertise them.

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2 Listen and engage

Social media is a two-way communication channel, so you need to listen and engage with your customers. You can use social media to monitor what your customers are saying about your transportation service, their expectations, their problems, and their suggestions. You can also use social media to respond to their questions, comments, complaints, and compliments. You can also use social media to ask for their feedback, opinions, and reviews. By listening and engaging with your customers, you can show that you care, build trust, and improve loyalty.

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Jacob Mwanansoga

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Make sure to keep your blog updated with relevant and interesting content for your followers. When you successfully resolve a customer issue, especially if it's not a common one, consider writing a blog post about it. You can use a customer service tag to create a library of issues and resolutions, similar to an FAQ but with more storytelling and personality. This way, you can share customer service stories with your followers without involving them in the complaint and resolution process, which can sometimes be unpleasant. Plus, by addressing their issues before they even contact you, you may prevent future complaints from arising.

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3 Solve and improve

Social media is also a platform for solving and improving your customer service in transportation. You can use social media to address and resolve your customers' issues, such as delays, damages, or errors. You can also use social media to inform and update your customers about the status of their shipments, the changes in your policies, or the improvements in your service. You can also use social media to offer incentives, discounts, or rewards to your customers for their loyalty, referrals, or feedback. By solving and improving your customer service, you can increase satisfaction, retention, and revenue.

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Jacob Mwanansoga

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It's also a good idea to keep track of any recurring issues that arise and look for patterns. This can help you update your website's FAQ and provide additional keywords to monitor social media and reach out to customers. If a problem occurs more than once or twice, it's essential to address it within the company to improve your product or service. Remember, it's not about placing blame but rather finding solutions to make things better for your customers.

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4 Educate and inspire

Social media is also a platform for educating and inspiring your customers. You can use social media to share valuable and relevant information about your transportation service, such as tips, guides, best practices, or case studies. You can also use social media to showcase your achievements, innovations, or social responsibility. You can also use social media to tell stories, share testimonials, or feature success stories of your customers. By educating and inspiring your customers, you can demonstrate your expertise, credibility, and value.

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5 Measure and optimize

Social media is also a platform for measuring and optimizing your customer service in transportation. You can use social media to track and analyze your performance, such as your response time, your resolution rate, your sentiment score, or your customer satisfaction score. You can also use social media to compare and benchmark your performance with your competitors, industry standards, or best practices. You can also use social media to test and experiment with different strategies, tactics, or tools to improve your customer service. By measuring and optimizing your customer service, you can identify your strengths, weaknesses, opportunities, and threats.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you use social media to improve customer service in transportation?

1

2

3

4

5

6

1 Choose the right channels

2 Listen and engage

3 Solve and improve

4 Educate and inspire

5 Measure and optimize

6 Here’s what else to consider

Logistics Management

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How can you use social media to improve customer service in transportation?

1

2

3

4

5

6

1 Choose the right channels

2 Listen and engage

3 Solve and improve

4 Educate and inspire

5 Measure and optimize

6 Here’s what else to consider

Logistics Management

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