Effective Ways to Streamline last mile Communication with Cloud Telephony
India’s e-commerce sector is growing fast. Over three years, the Indian e-commerce industry grew 68%, according to Morgan Stanley research.
The fast growth of e-commerce depends on trustworthy logistics partners who can help with all parts of the supply chain, from storage to shipment to customer support after the sale and back again. This collaboration is vital since logistics providers represent e-commerce enterprises to their customers.
Amazon Prime, Ali Express, eKart, and South East Asia’s newest entry Lazada Express have established fleets to improve reach and efficiency. These companies create their own logistics divisions to improve operations. It’s well known that technology boosts productivity.
To boost customer service, logistics businesses are investing more in cutting-edge solutions like cloud telephony. Getting to the customer is still important, but two-way communication during conveyance is too. Supply chain management has always been complicated. A cargo vanishes from a warehouse. During delivery, the customer and logistics company don’t communicate. Cloud telephony solutions solve this problem.
In-Transit Communication Can No Longer be Lost:
The ability to get order changes in real-time
From the workers on the field through phone calls instead of data. When delivery staff has completed their shift for the day, they often return to the office to update records of deliveries and pickups. In this scenario, online retailers are unable to adjust stock levels throughout the day in response to changes in the delivery and pickup schedule.
Some 21st-century logistics firms have attempted to address this issue by providing real-time updates through bespoke mobile applications after completing each delivery. The most significant problem of this approach is the unreliable nature of its data connections. Even worse than the megalopolises are the tier 2 and tier 3 cities.
Minimize Cancellations and Rescheduled Appointments
Simply phoning ahead to see whether they’re available to receive or pick up a shipment. In the past, delivery employees would just show up for scheduled deliveries or pick-ups without calling beforehand to make sure the client was home. If the client is not there when they arrive, they will have to try again at a later time.
This is particularly important for COD transactions when the buyer must be present to complete the transaction. As it is, the percentage of people who don’t show up for their scheduled last-minute meetings or appointments varies between 18 and 40%. This causes significant inefficiency and financial loss for businesses. Having access to this information in real-time allows for more precise planning of deliveries and appointments.
Minimize your phone bill costs
Payments are limited to just business-related calls made by executives in the field. There is currently no mechanism for logistics businesses to separate personal calls from delivery calls. However, owing to the scope of the procedures and the sheer volume of calls, it would be impossible to personally validate this data.
Preserve the confidentiality of client information
By letting sales reps talk to clients over the phone without giving their contact info. According to surveys, over three-quarters of customers have reduced their time spent online in the last 12 months out of fear about their personal information. In India, delivery services are dependent on customers making phone calls. The inaccuracy of current mapping methods means that customers will need to provide additional direction when trying to locate a specific address.
Learn to talk to your employees like a pro.
The use of a multilingual automated phone system. One of the most effective ways to make immediate policy changes, notifications, or other announcements is by voice. By employing IVR, the operations team can quickly launch new campaigns and disseminate data with clear calls to action.
Stick to Procedures and Service Level Agreements
Backed by empirical evidence from both call attempts and recordings made by mobile workers in the field. When delivery fails, there is no way to determine what went wrong. And, perhaps most significantly, there is no practical information on how to stop this from happening. When packages are late, the delivery service often says they tried to reach the client via phone but got no response or were ordered to return later. Since these calls are being made via mobile devices, there is no way to confirm their authenticity.
This is where cloud telephony services step in and aid the customer service representatives.
Wrapping It Up
Invest in cloud telephony solutions like Office24by7 to reap the benefits of it. Contact us on +91 7097171717 for more details.
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