As conventional retailers become omni-channel retailers, they need to begin to think differently about their shipment operations. With the evolution of technology, the way customers want to shop has also changed. Today’s customers don’t just want the option to buy online and have a product shipped to their homes, they now either want to buy online and pick up at the store or buy in the store and have the product shipped to them or to another store. With all these demands, the customer still expects their goods to be shipped quickly and received on time. They also have high expectations when it comes to customer service. Not only do they want to speak with a live person, they expect hold times to be short and their issues to be solved quickly. Below we will look at two ways omni-channel retailers can increase customer satisfaction and reduce delivery issues.
Increase Visibility: Increased visibility into shipments will help increase customer satisfaction and decrease the amount of time the customer service department spends on calls related to shipment issues. Complete visibility into where every shipment is at any given time, arms the customer service department with the information they need to put out fires and ensure a customer’s shipment is in transit. If the customer service rep doesn’t have visibility into the shipment, how can they assure the customer that their package is in transit?
Rate Shop in Real Time: Real time multi-carrier rate shopping is a must for any omni-channel retailer. Because carriers change their rates frequently, having a solution in place that manages carriers and their rates means you are always one step ahead. The ability to select the fastest, most cost effective carrier for every shipment will ensure there is a reduction on shipping expenses, fewer calls to the customer service department regarding delivery issues, fewer cancelled orders, and a higher rate of satisfied customers.
When evaluating Transportation Management Software, retailers should look for the following features:
PRECISION Transportation Management Software gives you all these tools and more. Want to know more? Watch our Transportation Management video today!!