Keep it Simple: Customer Service in Logistics

Customer service is an integral part of any industry, and logistics is no exception. When a customer – whether a business or an individual consumer – is relying on a company to deliver their product, they want to know that they are working with a reliable, communicative, and proactive organization who can quickly and efficiently service their needs. All too often, however, logistics companies fail to meet the service levels required of them, resulting in customers seeking out new, more dependable options. This can easily be avoided by committing to finding quick, simple solutions for customers rather than taking unnecessary measures to compensate for previous service failures.

When a customer is waiting on a product, they don’t want to hear excuses. They want to know that their logistics provider is working on the problem immediately. This means that there is someone to answer their call at all times and that emails and other inquiries will be responded to within minutes. Quick, straightforward answers are far more valuable than exuberant “make-up” offers or long-winded, reactionary explanations. The fewer channels and reps that a client must go through to find their answer, the more likely they will be to report satisfaction with their customer service experience. Just as time and transparency are key factors in any shipment, they also play a large role in customer service.

Zip Xpress is committed to providing the highest level of service for all of our valued customers. This is why we make sure to keep our lines of communication open and our response times as short as possible. Zip Xpress doesn’t even have a voicemail system or use prompts when you call our phone number. There is a live person here 24/7 and customers will always speak with someone when they call Zip. Employees at Zip are all crossed trained so if you need to trace a shipment, any of us that answer the phone can help you without passing you to someone else. Quote requests are responded to within 5 minutes of reception, because we know that even if the freight doesn’t have to leave the dock right away, customers want to know their costs as quickly as possible. Our highly trained and experienced professionals at Zip are dedicated to providing prompt, friendly, and effective service. To see for yourself, start today with Zip Xpress!