High-quality customer support in logistics and consumer deliveries requires speed, effective internal communication and 24/7 availability. How chatbot technology helps businesses improve customer service?
Chatbots are machine-learning AI systems that basically offer a digital customer service agent through your website – popping up a dialogue box to ask if the customer needs help. During working hours the chat facility can be manned by a live agent, and out of this timeframe, an automated chatbot can take it over. Chatbots are a prime example of how data science can help logistics and transportation businesses to deliver better customer service and internal efficiencies at the same time. In fact, 42% of customers say that they prefer chatbots to traditional contact methods. This helps to explain why 51% of respondents in a supply chain business survey carried out by Eyefortransport said that they were already applying chatbots.
The technology also offers specific benefits for the logistics and transportation industries when combined with other, existing, technologies such as GPS tracking. For example, a delivery driver could ask a chatbot how they could avoid a traffic jam if the GPS system had flagged up a problem on the road ahead. And if that same driver was visiting an unfamiliar logistics warehouse and identified two possible routes to get there, the chatbot could help by providing the quickest way – reducing time and cost.
Finally, it’s what customers want! 44% of customers said that a chatbot feature is now one of the most important website features available. Are you ready to move ahead with digital change and consider adopting a chatbot for your logistics business? Contact us to find out more about how we can help you.