The technological investment both at the logistics level and in the packing and transportation process has brought not only important advances in saving and optimizing delivery times, but also improvements in communication between all parties.

The new demands of the modern world require leading companies in the field to improve their infrastructure and software and implement new systems that allow a better purchasing and shipping experience for the customer and, of course, the company.

Staying at the forefront both in the technical aspects of these competencies and in the associated systems is essential, understanding that the most important thing is develop faster, more effective and convenient transactions for the customer; For this, improving communication channels is imperative.

What systems exist to improve communication?

Regarding the internal strategies of companies, there are many avant-garde trends, especially associated with CRM (Costumer Relationship Management) or as we could also define it: the relationship with the consumer. Among the most frequent communication strategies during the purchasing process, we find:

• Documentation and incident management.
• Forecast map and tracking of service for both parties.
• Feedback from drivers, logistics and of course, the customer.
• KPI (key performance indicators) and management indicators.
• Enabling communication channels and mobile applications.
• Constant training of staff in new consumer service trends.

The importance of optimizing the customer experience

It is no secret that for the customer, the purchasing experience is a global concept in which it is impossible to see the flaws within a sector. This is represented from the commitment of storage, logistics, transportation and all those involved in creating the most satisfactory experience possible.

In that sense, assuming joint responsibility for times and improve communication with the consumer, is the only way to stay positioned in the national and international cargo transportation market.

That is why each company must focus its efforts on the development and support of its workers so that, in turn, they focus on the customer, understanding that ultimately each employee is expected to become a representative of the brand and its values.

Why deal with customer dissatisfaction and complaints

Many logistics companies still do not create bonds of trust with their clients that are strong enough for them to give them positive (or in this case, negative) feedback.

It is estimated that a 32% of commercial transactions do not generate a complaint due to a bad experience (SERNAC 2015) so asking the customer about their purchasing experience would be a first step to ensure that the customer offers a second chance.

Most consumers have confessed their miscommunication three key elementsMONTHLY FOREIGN TRADE REPORT

• Lack of time and willingness to communicate with customer service.
• Distrust that the service provider will make changes to avoid new incidents.
• The wide alternatives on the market generate the possibility of changing suppliers without causing major inconvenience.

In short, optimize communication channels It is a challenging invitation to the logistics sector to improve the customer experience and overcome the growing market supply and consumer volatility, thus creating real links through the right strategies.

FUENTE: http://www.tradelog.com.ar/blog/importancia-canales-comunicacion-en-las-empresas-de-logistica/