The Role of Answering Services in Improving Customer Service for Supply Chain Management
The COVID-19 pandemic poses many challenges for supply chains around the world. Staff shortages and employee call-offs are two main reasons for delayed deliveries that slow the flow of raw materials and goods to the end-user.
A global disruption has taken place across trade, health, finance, and education systems, as well as the many businesses that are dependent on them. So right now, efficiency and customer service are top priorities for many organizations — and they should be. But what's the most efficient way to ensure outstanding service given the current situation?
Below, we are discussing this exact issue in detail.
Customer Service is a Critical Component
Excellent service is undoubtedly one of the most critical components for logistics and supply chain management. Unfortunately, many people and business managers do not always connect customer service with supply chains. The reality is that the supply chain is only complete when the product has reached the customer and that they are satisfied.
Consumers expect faster delivery times (thank you, Amazon), timely customer service, and a quality product that works right out of the box. This means that organizations need to develop a reliable customer service infrastructure to meet these expectations. It’s been our experience that COVID-19 has exposed this as a massively overlooked chunk of the chain.
The people who work in customer service know and experience all the pain points and the demands of customers. This data can help improve the supply chain process and customer relationships. Intercon can capture this data by handling those calls.
How Good Customer Service Supports Supply Chain Infrastructure
While many organizations think that customer service does not directly connect to the function of supply chains and logistics, it does. For example, when customers contact a business to buy or inquire about a transaction, they expect a rapid response any time they call.
Here is a brief list of some of the top caller expectations for supply chain customer service.
Knowledge: Customer service representatives need to be knowledgeable about their company’s products, service, and support protocol. In addition, it is expected that they know the answers to frequently asked questions and manages any queries that arise quickly and efficiently.
Dependability: Having someone available any time of day or night is a compelling value proposition. Having a dependable customer service team can reduce hold times and improve the overall customer experience. Being available for your callers sets the tone that your company is dependable, responsive, and committed to excellence in addressing their needs.
Empathy: Customers aren’t always right, but they’re still the customer. Both your in-house and outsourced teams should know how to adequately address and solve caller issues by demonstrating patience, actively listening, and being compassionate.
At Intercon Messaging, we are one of Canada’s most awarded call centers. We are known for being a service provider of choice, specifically for supply chain customer service support. We have a long track record of delivering affordable top-level service to our clients and their callers.
We are here to create a cohesive experience and work as an extension of your supply and logistics operation.
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For more information about our dispatch services, visit this link or call us at 866-605-2558.