A Third-Party Logistics provider (3PL) plays a vital role in supply chain management by offering comprehensive logistics services, including transportation, warehousing, and distribution. 3PLs streamline operations for businesses by managing these complexities, allowing companies to focus on their core competencies.
In addition to their core services, some 3PLs offer call center and customer support solutions. This integration enhances the overall customer experience by promptly addressing inquiries and resolving issues. For any D2C ecommerce business, providing excellent customer service is crucial. Effective customer support through a dedicated call center not only increases satisfaction levels but also boosts brand loyalty and profits.
If you need help choosing a 3PL provider, check out these 7 benefits of selecting one with a call center to help resolve your customer support queries.
93%
of customers are likely to shop again with a brand following a positive customer service experience
A dedicated call center can effectively address customer issues and inquiries, directly leading to higher satisfaction levels. Call centers equipped with trained agents who have access to your WMS are able to resolve problems more swiftly and provide personalized support.
Customer satisfaction is closely linked to brand loyalty. When customers perceive that their needs are being met promptly and efficiently, they are more likely to return and recommend your services to others. This loyalty translates into increased profits for businesses, as repeat customers are often more valuable than new ones. Hubspot research found that 93% of customers are likely to shop again with a brand following a positive customer service experience.
Integrating call center services with order management systems leads to efficient order processing for businesses. This integration ensures that customer inquiries and order issues are quickly addressed, minimizing delays in the fulfillment workflow. Technology plays a pivotal role here.
Extended customer support from 3PL call centers ensures your customers have someone to turn to, no matter where they are in the world. This flexible availability can greatly improve how satisfied and loyal your customers are.
With omnichannel engagement options like phone, email, and live chat, you can provide consistent experiences to your customers across all channels. This means they can enjoy a smooth journey, getting quick and effective responses to their questions or concerns.
By offering comprehensive support at varying times, you show your commitment to being there for your customers whenever they need you. This helps build trust and long-lasting connections with your audience.
Call centers can proactively monitor shipments, ensuring timely deliveries and minimizing potential delays or issues along the way. Real-time tracking enables businesses to provide customers with up-to-date visibility into the status of their orders. This transparency builds trust and provides a better customer experience.
Using data to drive customer service can completely change how businesses understand and meet customer needs. By analyzing data collected from call center interactions, 3PLs can identify patterns, problem areas, and opportunities for improving their services.
With the help of advanced analytics tools, 3PLs can gain valuable insights into customer behavior and preferences. When shared with customer service teams, this information allows them to customize their responses and make proactive changes to how they deliver their services. For example, a 3PL will know when delays with fulfilling orders are expected.
When this knowledge is shared with the call center, teams can proactively send detailed updates to customers, reducing the number of inquiries they receive.
Another example could include an online retailer using the call center analytics provided by their 3PL partner to revamp their return process. If the data shows that there were a lot of calls from customers asking about the return policies, they can create knowledge bases and other resources to address customer concerns. By simplifying the feedback loop and improving communication, the company could significantly decrease the number of return-related inquiries they receive. This not only makes their customers happier, but also makes their operations more efficient.
By strategically using performance analytics, businesses can continuously improve their services and ensure that they’re always providing exceptional customer experiences.
A call center plays a crucial role in managing brand reputation by being customer service’s first line of defense. Dealing with customer complaints promptly and efficiently is essential for protecting your brand’s image. When a customer faces a problem, a well-trained call center agent can offer immediate help, minimizing any negative impact on your business.
Here are some effective strategies for dealing with escalated issues:
For instance, let’s say an ecommerce company received backlash due to a delayed shipment during peak season. They managed to turn the situation around by using their 3PL provider’s call center. Here’s how they resolved the issue:
86%
of customers are willing to pay more for good customer service.
This proactive approach not only resolved the problem but also restored the customer’s trust in the brand. This example highlights how effective issue resolution through a 3PL’s call center can transform potentially harmful situations into opportunities for strengthening customer relationships and maintaining a positive brand reputation. Going the extra mile and providing outstanding customer support pays dividends. SuperOffice found that 86% of customers are willing to pay more for good customer service.
Customer personalization is a game-changer. 3PLs capture valuable customer data through call center interactions, integrating it seamlessly with CRM systems. This process allows you to tailor marketing efforts directly to individual needs.
Examples of customized service experiences include:
Personalization leads 44 percent of customers to become more loyal to a company, and it can reduce customer acquisition costs by up to 50%. Utilize your CRM system to improve every customer interaction by using historical data to create a seamless and personalized experience. Use ecommerce personalization to improve your business and turn more visitors into loyal return shoppers.
44%
of customers to become more loyal to a company that uses personalization.
Combining the strengths of a 3PL and call center solution can give your business a competitive edge. Using a 3PL goes beyond just improving logistics – it also helps with customer service and provides a smooth shopping experience. This partnership can:
Since 1994, we’ve provided superior fulfillment services for D2C and B2B businesses. We also offer comprehensive customer support services from our call center. Since 2001, we’ve helped our clients deliver great customer service by handling their calls, e-mails, and chats. We prioritize personalized interactions with each shopper and can also work with you to develop custom scripts to amplify your brand’s personality.
Schedule a discovery call if you’re interested in our call center services. We’ll discuss ways to lower your logistics costs and improve your customer support approach so you can wow shoppers and keep them coming back. We can also discuss our personalized-to-consumer (P2C) fulfillment services that allow your shoppers to personalize products with custom engravings and embroidery, an easy way to boost revenue and average order values.
Fulfillment costs are based on three criteria: size, weight and delivery time.
OWD offers five service levels: economy (7-10 days); Standard (5-7 days), 2-Day, Overnight and International.
Example Weight: 1 ounce
Fulfillment | Postage | Total |
|---|---|---|
$1.75 | $3.64 | $5.39 |
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.
Lorem ipsum dolor sit amet, consectetur adipiscing elit. Ut elit tellus, luctus nec ullamcorper mattis, pulvinar dapibus leo.
DDU means Delivery Duty Unpaid – where the buyer pays for all of the import fees at delivery.
Unexpected import fees give buyers sticker shock – not good. When they refuse to pay, you’ve lost a sale and must pay to return your product, or abandon it.
DDU is an old idea whose time has passed. For these reasons and more, OWD doesn’t recommend DDU for e-com sellers.
DDP is an acronym for Delivery Duty Paid. DDP means that the seller pays for all the duties and import fees.
With DDP, your customers won’t be surprised with unexpected customs charges – good!
With OWD’s landed cost calculator, your foreign customers will know exactly what their various VAT, customers and duties will cost. No unhappy surprises.
For large-scale operations needing a full solution in Europe, there’s OWD Europe, based in Amsterdam.
OWD handles phone calls, e-mails and web chat eighteen hours a day from our own state-of-the-art facility.
We’ll handle your inbound sales and customer service contacts.
You get career agents who speak American English and know how to sell.
$99 gets you 200 calls, e-mails or chats handled every week.
You get your own phone number and custom e-mail.
We do a lot more. Call for details.
The Voice of Your Brand
OWD’s all-inclusive Returns service provides simplicity and high-end customer service. OWD includes a pre-printed return label as part of your packing slip. Your customer need only drop it in the mail.
What’s included: packaging slip with return label, QC inspection, re-bag, re-tag and return to stock. What’s excluded: postage cost, poly bags and any special packaging.
