The importance of customer service in the logistics industry

Published: 04 February 2021 | By Lorryz.com

As the popular saying goes: The customer is always right! Let’s learn about the magic behind keeping that saying alive and in check: Customer service and its impact in the logistics industry.


There are certain ways to keep your customer satisfied just like good customer service will help you maintain customer loyalty to the business which will directly impact their purchasing power and will help businesses maintain their customer acquisition costs which directly impact their resource budgets. While keeping the customer satisfied it is noted that good feedback and positive word of mouth will boost our business and its opportunities which will result in a gain of profits as well. An overall satisfied customer will be your free advertisement as well. Positive word of mouth goes a long way.

Amongst the most important stakeholders of a business including your customers, shareholders, the board of directors, employees and top management there are certain attributes that need to be kept in check. Keeping in consideration the logistics industry you also have to consider the different types of clients, be it direct customers, business to business clients, third-party collaborations and similar other parties. Let’s not forget the competitors, the most effective of strategies concerning customer service comes from monitoring what everyone else in the industry is doing. 

A major part of proficient customer service in the logistics and transportation industry comes from competition. It comes down to enhancing your overall brand strategy that leads towards better brand loyalty, customer satisfaction and retention rate. Why is this important when discussing customer services? Because in today’s time, the traditional methods of customer service have evolved towards having the CS Department focus on an all-rounder strategy where the aforementioned aspects are to be considered on the whole and worked with collaboratively.

It is evident that businesses and clients alike have started to trust online platforms more, Lorryz also caters towards a wide clientele from around the MENAP space to provide its clients with the best of road freight transport and ensuring the customer service is on point by making it available to them 24/7 of the day. You can easily access a dedicated client dashboard as well that will ensure real-time transparency, tracking and prompt delivery of promised services. 

Lorryz is providing tracking of the shipments, safe and timeless routes to deliver on time, onboarding verified, trained and trustworthy truck drivers to ensure the overall quality of service. Our customer service department uses state of the art software and digital tools to keep in touch with the rest of the team and ensure any queries and complaints are dealt with immediately. On the other hand, we have dedicated support for our truckers as well that deal with their side of things and assist if they need help with the route or track of the address etc. Talk about quality support service synergy!

Adding to the many benefits, a logistic company's customer service representative is also on the frontline dealing with first-hand issues, they are giving customers the prior information about their shipment, assisting along the way. 

The digitized world of today uses multiple platforms to ensure the company is providing quality customer service including social media platforms, business-owned community groups, industry-shaping online platforms and websites - the message is being delivered and handled. These platforms have allowed CS Representatives to personalize messages and add a humanistic vibe to the previous robotic conversations. It allows the brand to have its own personality and reach out to the customer directly.

Furthermore, it is vital to keep internal teams on track, customer service agents have first-hand information that businesses should leverage to understand customer viewpoints, needs, demands and suggestions. 

So in order to make your customer satisfied and lead your business in profit, make sure to keep your CS Department strong and steady. The investments poured into your internal teams and employees will surely go a long way!