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Oh, customer service. Any service-oriented company knows how this part of operations can both be a bane and a blessing. Bane because you’re sure to be in for some headaches when you don’t do it right, and blessing because you do reap real rewards once you finally hit the nail on the head.

Customer service, moreover, is that one part of your business that is present across all touchpoints of your operations, from brand awareness down to customer retention. Your customer service representatives are your number one brand ambassadors, troubleshooters, and one of your most valuable sources when you want to understand the pulse of your market. And while their service is important across all stages of your marketing funnel, there’s one part where they’re needed more than anywhere else: your courier service.

Why you might ask? Because in terms of customer psychology, their experience upon receiving the item is one the first things they’ll consider when deciding if they’re going to be a repeat customer or not. It’s not the way you assisted them regarding initial product questions or not even after sales which, sometimes, only comes in when there are product or service problems. It’s the way that you handle your shipping and how you deliver your goods to their doorsteps that your buyers consider.

So where does shipping customer service fit here? We discuss them below:

It helps assure customer satisfaction

Reliable shipping company services should already be fulfilling all your needs when it comes to logistics, but that doesn’t mean you can entirely cancel out customer service. The thing with e-commerce and any business, in general, is that your shoppers are always craving for a personalized approach that makes them feel seen and taken care of. The thing is, as good and easy as having an automated service is for your business, this is something that quality customer service can only provide. By combining a courier service that’s integrated with a strong customer service model, you can build strong brand happiness among your customers.

It gives you an extra chance to solve customer complaints

Courier service problems are a common part of business operations. Having a dedicated shipping customer service gives you an extra layer of protection and an added chance to trouble-shoot courier service complaints before it blows up to a bad customer review or a lost patron. In fact, having a customer service team that is trained to specifically take care of logistic problems can be a window opportunity for your business, because when you do it well, you can send the impression among your customers of how well put together your service is.

It gives you access to more insights and data

Having an actual team that’s dedicated to courier service means you get personalized data from this part of your business. Sure, a good shipping company service lets you track the number of failed deliveries, lost packages, and other numbers, but a shipping customer service team gives you more insights that plain boring figures do not provide; for example, your market’s common complaints about your delivery service, etc. You can use these, of course, to continuously optimize your processes.

It humanizes your business

Today’s marketplace is all about speed and automation that sometimes, we forget the importance of building personalized connections with our target market. As much as a courier service with a foolproof system is necessary for a business, it doesn’t always leave room for you to personally connect with your audience. Having a shipping customer service team can help fill that gap by adding a human touch to your processes.

Quality customer and courier service are two important things that any business owner or operator should consider investing in. Both are good to have and when executed well can provide great benefits to your brand. These two elements are interconnected in terms of discipline too, for example, when choosing shipping company services, you need to look for a courier service that is customer-centric, similar to how a good CS team is. We believe that’s what we exactly provide here at MyKartero with our streamlined features that are specially designed to help e-commerce businesses with their operations. We offer everything you’re looking for in a courier service—affordable and flexible rates, easy tracking, user-friendly systems, and good record-keeping.