登录查看更多内容

What are the emerging trends and technologies in logistics customer service automation and digitization?

由人工智能和领英社区提供技术支持

Logistics customer service is a key factor in ensuring customer satisfaction, loyalty, and retention. However, it also involves many complex and time-consuming tasks, such as order tracking, delivery confirmation, issue resolution, and feedback collection. To cope with the increasing demands and expectations of customers, logistics providers need to adopt innovative trends and technologies that can automate and digitize their customer service processes. In this article, we will explore some of the emerging trends and technologies in logistics customer service automation and digitization, and how they can benefit both logistics providers and customers.

此文章中的业界达人

由社区从 10 条内容中精选。了解更多

Tam Nguyen

Expand To USA And SEA Seamlessly | Help 500+ Biz Save Money From Making Costly Shipping Mistakes |2nd Gen Family…

1 Chatbots and voice assistants

One of the most popular and effective ways to automate and digitize logistics customer service is to use chatbots and voice assistants. These are software applications that can simulate human conversations and provide instant and personalized responses to customer queries and requests. Chatbots and voice assistants can be integrated with various platforms, such as websites, mobile apps, social media, and messaging apps, and can handle common tasks, such as order status, shipment tracking, delivery options, cancellation, return, and refund policies, and FAQs. Chatbots and voice assistants can also use natural language processing and machine learning to understand customer intent, context, and sentiment, and to improve their performance over time.

添加您的观点

Gary Phillips

Managing Director @ JP Logistics Solutions | MBA, Supply Chain Optimization
举报内容
I very much favour human to human interaction and customer service. I am not a fan of the move towards less and less direct human contact as it is frustrating for our customers, and not something they welcome. Our customers pay a premium to speak to people and not machines.

已翻译

赞

加载更多内容

2 Self-service portals and apps

Another way to automate and digitize logistics customer service is to provide self-service portals and apps for customers. These are online or mobile platforms that allow customers to access and manage their own accounts and orders, without having to contact a human agent. Self-service portals and apps can offer features, such as order history, invoice and payment details, shipment tracking, delivery notifications, order modification, return and exchange requests, feedback forms, and loyalty programs. Self-service portals and apps can also provide customers with relevant information, such as product availability, delivery time, shipping costs, and customer reviews.

添加您的观点

Tam Nguyen

Expand To USA And SEA Seamlessly | Help 500+ Biz Save Money From Making Costly Shipping Mistakes |2nd Gen Family Business | Podcast Host | Speaker | Author
举报内容
While e-commerce firms excel in tracking systems for consumers, many B2B logistics providers rely on manual processes like calls and emails. This stems from client preferences for traditional communication methods. Effecting change in customer habits aligns best with their genuine needs. A good study case is how Flexport - a new aged logistics provider who utilize self-service portal that is position as visibility solution to end-clients. Encouraging clients to adopt self-service portals should be framed as a solution for real-time tracking, addressing client needs, rather than just a cost-saving measure for vendors.

已翻译

赞
Gary Phillips

Managing Director @ JP Logistics Solutions | MBA, Supply Chain Optimization
举报内容
We offer an on-line ordering portal along with automated consignment tracking, but should any issues arise our customer service team are always available to speak to directly to resolve any issues. Integrated IT systems and apps are great, but need the human touch shoudl things go wrong.

已翻译

赞

加载更多内容

3 Artificial intelligence and analytics

Artificial intelligence and analytics are also essential for automating and digitizing logistics customer service. These are technologies that can collect, process, and analyze large amounts of data from various sources, such as customer interactions, order transactions, shipment records, feedback surveys, and social media. Artificial intelligence and analytics can help logistics providers to gain insights into customer behavior, preferences, needs, and satisfaction, and to use them to improve their customer service strategies and operations. For example, artificial intelligence and analytics can help logistics providers to segment and personalize their customer communication, to predict and prevent potential issues and complaints, to optimize their delivery routes and schedules, and to measure and enhance their customer service performance and quality.

添加您的观点

加载更多内容

4 Blockchain and smart contracts

Blockchain and smart contracts are also emerging trends and technologies that can automate and digitize logistics customer service. Blockchain is a distributed ledger system that can store and verify transactions and data in a secure and transparent way. Smart contracts are self-executing agreements that can be encoded on the blockchain and triggered by predefined conditions. Blockchain and smart contracts can help logistics providers and customers to streamline and automate their customer service processes, such as order verification, payment processing, shipment tracking, delivery confirmation, dispute resolution, and feedback collection. Blockchain and smart contracts can also help logistics providers and customers to reduce fraud, errors, delays, and costs, and to increase trust, accountability, and efficiency.

添加您的观点

Tam Nguyen

Expand To USA And SEA Seamlessly | Help 500+ Biz Save Money From Making Costly Shipping Mistakes |2nd Gen Family Business | Podcast Host | Speaker | Author
举报内容
Some real-life usecases for blockchain and smart contracts that I've personally experience: - Blockchain as information ledger: Blockchain network can store data that can be verified by all parties. Data is immutable, cannot be changed unless a certain conditions is met. This is great for government who wish to track real trade data of their country. Egypt Customs is the first one to adopted Blockchain technology in their Customs System. - Smart Contract as trade financing instrument: Smart contract can be used as a method to attract global investors who wish to invest in the global trade. By utilizing smart contracts, funds can be allocated to the right businesses in a speed of light, all around the world.

已翻译

赞

加载更多内容

5 Internet of things and sensors

Internet of things and sensors are also trends and technologies that can automate and digitize logistics customer service. Internet of things is a network of connected devices that can communicate and exchange data with each other. Sensors are devices that can detect and measure physical phenomena, such as temperature, humidity, pressure, light, sound, and motion. Internet of things and sensors can help logistics providers and customers to monitor and control their customer service processes, such as order fulfillment, shipment tracking, delivery status, product quality, and issue detection. Internet of things and sensors can also help logistics providers and customers to improve their customer service experience, such as by providing real-time updates, alerts, notifications, and recommendations.

添加您的观点

加载更多内容

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?

添加您的观点

Tam Nguyen

Expand To USA And SEA Seamlessly | Help 500+ Biz Save Money From Making Costly Shipping Mistakes |2nd Gen Family Business | Podcast Host | Speaker | Author
举报内容
A lot of this new technology is available. However, to integrate it into the global logistics industry, it requires extensive collaboration efforts from stakeholders. Big players who wield significant decision-making power in the supply chain have the ability to influence the rest of the industry to adopt and change. Expect trials and errors when adopting and investing in this technology, as real use cases are not yet well established. If you are considering adopting these technologies, seek out experts to thoroughly understand the pros and cons before committing to it.

已翻译

赞

Global Logistics

+ 关注

给文章评分

我们借助人工智能创建了此文章。您认为这篇文章怎么样？

很棒不太好

举报此文章

查看全部

What are the emerging trends and technologies in logistics customer service automation and digitization?

1

2

3

4

5

6

1 Chatbots and voice assistants

2 Self-service portals and apps

3 Artificial intelligence and analytics

4 Blockchain and smart contracts

5 Internet of things and sensors

6 Here’s what else to consider

Global Logistics

给文章评分

感谢您的反馈

更多Global Logistics相关文章

更多相关阅读内容