Intelligent retrieval service centres to challenge Logistics Company in customer service

Ms.Susan, Asst. Professor, Department of MBA, Sankara College of Science and Commerce

The rising popularity of online shopping due to Covid-19 concerns, exciting rewards & discounts, and the festive shopping vibe, the combination implies that logistics companies have some busy days ahead. Therefore, the logistics companies are already doubling down on their effort to ramp up their workforce and deploy digital solutions that bring operational visibility and efficiency. Besides backend operations, an essential aspect for logistics companies to engage with customers before, during, and after their package is in transit, writes Dr Rashi Gupta of Rezo.ai

Customers would have a crave to  know about the status of their consignment, track their consignment and would  envisage their purchase, failed delivery assurance, barriers in the transportation  and the like…

To resolve these issues, logistics companies depend on customer service centres. Where customer care fraternity will be engaged in assisting customers by mails, calls and so on. They find themselves in trouble, in tackling communication and also in providing optimal customer satisfaction, because of the voluminous delivery in this festive season. All these difficulties can be tamed by incorporating AI solutions in the service centres. With AI-powered intelligent automation, interactions with the customers become fast, easy and error free. Ample amount of data can be transmitted to the customers and few advantages of these Automated AI powered Contact centres are:

Quick Response: As the contact centres are equipped with AI-power intelligent automation voluminous data can be handled with proper and quick responses. Package which are missed can be retrieved very faster and customers need can be met assuredly.

 Explicit Answers: Sometimes humans commit mistakes because of over pressure and continues monitoring etc. They will not be in a position to deliver proper answers to customers, but AI powered intelligent automated customer service centres will have the appropriate answers with their data analysing capability and accurate delivery mechanism. It builds trust among the customers

Some of the queries are directed to the executive in the customer centres and they clear their queries. These sorts of conversation would create an intimacy and a better understanding among customers and will also help to retain the customers and capture the market easily.