Most inquiries about the status of a shipment or the availability of a courier do not require making decisions, but efficiently performing a series of repetitive actions. However, the number of inquiries can become a big issue. Especially, when their number fluctuates significantly from day to day. Your employees perform an uncomplicated task: they open subsequent messages, check the answer to the customer’s question in the system. Then they the answer into the body of the message, attaching company greetings. As simple as that.
However, research shows that the average response takes over 12 hours. At the same time, almost half of the customers expect you to answer in less than 4 hours. And 12% of them believe that 15 minutes is the longest they are keen on waiting.
Things get eve more complicated for redirect requests. You need to quickly find out if the new delivery address is still within the area served by the fleet. Is it still possible to change the delivery address? When dealing with such queries, the accuracy of the response depends largely on the time the answer is given.
However, problems with document processing in logistics, transport, and freight business are not only related to the service of contractors. Equally important is organising internal documents in a proper way. As well as management of the official letters that need to be feed and processed into the company’s system to perform the transport of goods smoothly and legally.