Tag Archives: shipping

customer service

The Value Of Excellent Customer Service in Freight Forwarders – What Clients Look For

If you run a service-oriented company, then customer service certainly highlights your day-to-day operations.

As a freight forwarder, customer service is not just basic but a key element to attracting potential customers and retaining a loyal and engaged audience.

At Zip Logistics, we take customer service at heart. It’s not just about responsiveness to your queries but understanding and knowing exactly how we can serve your needs the best way possible.

Our customer service representatives are available at certain business hours to ensure that your queries are addressed immediately even with the pressing COVID-19 situation.

Customer Service in the Front Lines of the Business

It’s this time of uncertainty that we feel we are more able to help people and businesses thrive, move packages, and discover the opportunities amid the economic and health crisis happening globally.

Yes, it’s scary but we can’t and won’t allow it to paralyze our services. This is how we battle COVID-19 head-on.

Logistics is truly an important component that supports global businesses and supply chains. Communication is very crucial at this point in the form of customer service to ensure smooth logistic operations.

Responsiveness and Quick Communications

People trust companies because of how efficiently and quickly they are able to communicate and address certain issues or inquiries on services.

You can’t afford to trust someone that can’t communicate with you when you need it the most. It’s a very deep-rooted gut feel that puts trust and communication aligned and pushes the sales process to the next level.

For instance, updating clients regarding the status of delivery or logistics would speak volumes of how precise your process is and how transparency is valued from beginning to end.

Letting customers know of certain delays is a plus point because it allows your clients to make adjustments in their schedules. It’s good business ethics or practice to be fully invested in informing your clients of shipping status.

Speed is an Edge

We can’t be complacent. When we speak of speed, this does not just point to how quickly the packages or goods are delivered but also on your rate of responsiveness to customer inquiries or complaints.

Being available and reachable at certain hours to provide the information they need will allow your customers to trust the process.

Consistency is Key

This adage is certainly popular because it’s a fact that consistency is about “showing up” in a timely or predictable manner.

If your customers feel gaps along the way or holes in your services then this could signal a red flag for them. Being consistent is also a matter of establishing reliability and trust in your business relationship.

Integrity

This is a gem in the industry. Not every freight forwarder carries the flag or honesty or integrity. You need to be able to communicate all information necessary and be transparent with the process and operations.

You have to set expectations and be able to meet all points. Accuracy and consistency in relaying information and processing of data with confidentiality in place increase your trust score with clients.

Continuous Learning and Training for Your Staff

Manpower is still a company’s greatest resource – nothing beats a dedicated worker. Having a reliable and trustworthy staff is an asset to a company.

You can buy skills on any given day but an employees’ integrity and dedication or love for the company and his or her job is simply priceless. I bet you can’t buy that from any store.

Training your staff to enhance competitiveness and skills at different levels will help you deliver top-notch services plus also improve how you handle customer queries and complaints.

In this time wherein technology drives every curve, your employees should be able to keep up to the shifts and changes in processes or solutions.

This will help you deliver top-tiered services to your clients. Having specialists or trainers in certain technologies or skill sets will help you improve productivity at all levels.

Manage Customer Touchpoints

Increasing touchpoints with your customers is a great way to enhance and grow customer confidence in your company. However, too many touchpoints could be overwhelming and even disappointing.

You need to be able to control the emails that you sent to customers. They won’t have to read your internal communications or having different emails from a number of customer service representations.

Having a streamlined email messaging system for both internal and external communications helps keep emails or communications with your customers clutter-free. Having an automatic routing of messages help to keep your communications organized and relevant at all times.

Use Multiple Communication Channels

Customers would feel more confident in your transactions if you are accessible or reachable on multiple communication channels.

You can have a business SMS service installed for sending timely updates and also make use of social media communications on Facebook and Twitter.

Having a live chat on your site apart from the email and phone numbers would allow your customers to reach you at the best channel possible.

Make Your Customer Service Amazing!

The freight forwarding industry is a very vague or technical landscape. A lot of customers feel like they are in the dark when it comes to the process that happens when it comes to shipping goods from one location to the next.

Your customer service is the most palpable and visible aspect of your business – make that extra special, personal, and memorable. At this point, information relay and transparency are very important to fully provide a personalized form of customer service.

Focus on the Delivery

You can’t just focus on customer service and fail miserably with shipping or delivery. Ensuring that delivery becomes as pain-free and speedy as possible is the best way to cement your company’s reputation to your customers.

The final stretch is really important because it showcases your company’s competency and performance levels. It’s walking the talk.

Personalize Your Approach

Having a real person to provide you feedback gives customers that peace of mind and confidence in the shipping process. It’s an AI world but communication to a real person is still unmatched.

Your process need not be perfect but it has to be transparent and honest. You have to provide feedback and report updates in a timely manner.  

Retaining clients is just one part of the deal. Providing your customers high and reliable levels of communication is what seals any transaction.

Problems in freight logistics are inevitable and customers don’t want people who fake it. Honesty and transparency are the keys to gaining the confidence and trust of clients.

Customer Service is All About Providing VALUE

It’s the customer service representatives that are on the frontlines of the business. It is what puts a human face into a brand name.

Customers would want to feel they are valued and their issues are heard. Providing them the right information and responding to their queries the quickest possible time gives you that edge in the logistics game.

Organizations are a far cry from being perfect but an amazing customer service team that delivers personalized and reliable communications will keep you ahead of the freight forwarding industry on any given day.

freight forwarder traits

Top 6 Qualities To Look For In A Freight Forwarder

Decisions can shape your now and future. There are many options when it comes to freight forwarding companies especially now that shipping fuels global supply chains. Needless to say, there isn’t a shortage of freight forwarders for your local and international shipping needs.

You can’t just settle with anything available on the racks – you have to decide and partner up with a freight forwarder that matches your shipping goals.

So, it’s vital now more than ever to be able to pick the best freight forwarder that can take your business or personal shipping needs to the next level. With how e-commerce is soaring, your business largely depends on this.

You can’t deter success with the wrong choice of freight forwarders. There are qualities or traits that you would need to watch out for when looking for the perfect freight forwarder to get your business moving like clockwork.

High Level of Organization

You cannot afford lapses or inconsistencies in the logistics management and shipping process. Look for a freight forwarder that is highly dedicated and organized in day-to-day operations and documentation.

Following standard operating protocols is important to keep freight or shipping processes streamlined and liquid.

Having an organized freight forwarder to back you up will help you eliminate unnecessary costs for wrong deliveries or delays and other errors in processing which can take up so much of your time and resources.

Experienced and Reliable Freight and Logistics Solutions

Professional freight forwarders are highly accredited, professional, and experienced in the field. This means you are dealing with experts with superior industry knowledge and skills to handle freight or shipping for your business.

You won’t have to deal with guesswork because freight specialists can get everything rolled out for you. You have to set the bar higher for freight and get the most of their services to manage warehousing, customs, insurance, and delivery.

Streamlined Handling, Storage, Packaging, and Shipping Process

It has to be a total package! Look for a freight forwarding company that can provide your business top-notch logistics solutions. Your freight forwarder should match your shipping needs and requirements.

When shopping around for a freight forwarder, be mindful of the little details and ask specifically about the range of services they offer clients. Freight forwarding services would cover the following:

  • Inventory Management
  • Packing and Storage
  • Freight Consolidation
  • Documentation (Import and Export)
  • Real-time Tracking of Transportation or Shipping
  • Negotiations in line with Freight Charges
  • Customs Clearance
  • Setting Up Booking for Cargo Space

A good freight forwarder would look specifically into your budget and requirement before booking you with the appropriate freight shipping mode – inland freight/trucking, air freight, or sea freight.

It is very important that a freight forwarder knows how to manage different types of products or goods for shipping and ensure that these are safely stored and packaged to avoid losses or damages.

Look For Competitive Rates

Do not always jump into the cheapest offer around – because you might always get what you pay for.  There are a number of freight forwarding companies that you can get at cheaper rates but could have hidden fees.

Don’t get too excited when you are offered low rates because you might actually be risking the quality and reliability of your shipments in the effort to save a couple of bucks. It might not be worth it after all.

The best way to create that win-win arrangement is to look for a freight forwarder that has reasonable rates in combination with excellent freight and logistics services.

You have to get a good balance of both and also ask around for bonuses or discounts that you can take advantage of when dealing with a freight forwarder.

Dynamic and Personalized Customer Service

Communication is a critical component of getting a partnership started with a freight forwarder. Are they able to respond effectively to the little details or tough questions you might have?

Having a personalized customer service speak volumes of how a freight forwarder values their customers. This is one of the important considerations to focus on when trying to decide on the right freight forwarder for you.

Extensive Network

A strong and reliable network is very important for freight forwarders. Having an extensive and robust network helps provide a seamless and affordable shipping experience for you and your buyers.

Freight forwarders that have a vast and solid network help with your international shipping needs because they can provide you the best rates, flexibility, speed, and transparency of services with the right technology in place.

The best freight forwarder should be equipped with the right people, system, and technology to keep a smooth transportation or shipping flow of goods to suit your local and international delivery needs.

You have to partner up with a freight company that is a forward-thinker and values people or customer experience on top of everything else.

Zip logistics has an intuitive and intelligent system in place to provide you smart and innovative freight forwarding solutions that will help you to quickly pivot your business so you get to be on top of every client’s list.

e-commerce

The Merger Of Freight And Ecommerce – Stepping Up The Automation and Digitization Game

Whether you have been in the online business for a long time or still in the nesting phase, you would need a good freight forwarding company or shipping solution to ensure e-commerce business success.

Yes, partnering up with the best freight forwarder is actually cements your way to raking in a 7-figure profit for starters.

Ecommerce has taken over the entire digital universe with roaring success. Albeit, that is how you think big in the business. It’s getting fixated on the success that gets you through the challenges and pains of growing a brand over the internet.

Online retailers are now the new breed of entrepreneurs who are expanding their reach and gaining momentum in different industries. Getting a digitized freight forwarder that can scale your business operations to include seamless international shipping is the way to go.

Transforming E-commerce with Automated Freight Solutions

Aside from the advanced tools and discounts given for purchases, it’s practically convenience and speedy delivery that tops it all off.

While this may look granular in impact, enhancing the purchase or customer experience and engagement has pushed e-commerce sales for the past years.

It’s basically freight automation and integration of new technologies in the supply chain that has made the breakthrough possible.

However, not every freight company is willing to take on new frontiers and take risks with automation. In fact, going out of your comfort zone could send chills which are why some freight forwarders just completely shut the idea off and focus on manual labor for operations.

AI-based solutions and robotics may be too intimidating to implement at some point that you just dismiss it entirely. Well, not for Zip Logistics. We know that modern e-commerce requires globally intuitive and advance e-commerce solutions.

You basically can’t recycle the freight forwarding strategies from the 1800s and expect stunning results. Generally, the freight forwarding process remains the same however it has dramatically transformed over the years.

It’s a radical evolution process in the effort to meet the increasing demands of e-commerce retailers and customers today.

Developing automated solutions to freight forwarding operations is a tall order but it has definitely optimized the efficiency and reduced costs for the freight forwarding industry.

E-commerce and Freight Partner Up!

International e-commerce is soaring as of press time. Digitization and partnership with freight forwarding companies have made this transition possible. This has been the new norm of normal for freight.

There’s a hissing competitive advantage that boils down to digital innovations in the freight forwarding industry. Integrating enhanced data security, technological mapping, real-time tracking of cargo or packages, and optimized fulfillment of deliveries is what makes this digitization jump worth it.

The e-commerce market is expanding and with the anchorage of digitization, freight forwarding companies partnering up with digital entrepreneurs (big and small) can be mutually befitting in order to scale businesses.

Advantages of the Tie-Up of Freight and E-commerce

It seems that freight forwarding companies now have the vantage point in terms of power. There is now a shift wherein many e-commerce companies are looking to partner up with freight forwarders who can provide the best and top-tier solutions for international shipping.

Increased Levels of Accuracy and Efficiency in Order Fulfillment

It’s not true that automation will ultimately end up replacing people with Artificial Intelligence or robotics.

While it’s supposed to take over the mundane or repetitive tasks, this was not meant to replace the intelligence, responsiveness, and rational judgment of humans.

 This is supposed to create a collaborative environment wherein robots can work efficiently with humans in order to achieve excellent and highly accurate results in terms of order fulfillment.

Decreases Operational Costs

Robots are able to perform at its peak levels 24/7 which adds up to the enhanced productivity levels and also ensures that orders are consolidated and shipped on time.

The integration of AI helps in logistics and production which increases profitability and savings in the long run. This minimizes downtime and helps in keeping up with the increasing demands of the global supply chain.

Supports the Omnichannel Approach of E-commerce

A multichannel or omnichannel approach is now the best route to reach more consumers and also increase the accessibility and convenience in the ordering, processing, and delivery of orders via mobile or any other platform or mediums possible.

This provides customers more options in order which increase sales and profit margin. There is a great potential in the omnichannel route as it provides flexibility, efficiency, and speed in the shipping and distribution process to ensure an awesome shopping experience for your customers worldwide.

Zip Logistics Boils Down to RESULTS!

Freight forwarders that are yet to establish their brands in the industry can now take advantage of having a digital presence which is not as expensive as a traditional advertisement or marketing campaign but is proven to yield cost-effective results.

Well, we are all about RESULTS – nothing in between. With digitization, small players in freight can now strategize in equal footing with the big players.

Zip Logistics are enabling seamless and affordable delivery of products right at your customer’s doorstep.

While upgrades can be expensive it’s actually a necessary evil of sorts because you have to make a worthy investment to meet customer expectations and demands while increasing visibility, minimizing losses, and beefing up efficiency levels.

freight forwarding

Freight Forwarding For Your Business – Should You Go Digital?

Getting started with any business will normally give you the cold feet. It’s like breaking barriers or disrupting new systems, you would want to get it right and make a mark.

With any business, there are so many things that you would need to manage such as capital, inventory or stocks, investors, sales, retailers, shipping, and transportation. 

When it comes to freight or shipping, you would normally encounter having to pick one between freight forwarders and shipping lines.

Shipping vs. Freight Forwarding

Shipping lines mainly manage the handling and transportation of cargo on their ships from the point of origin to the point of destination.

Now, with a freight forwarder, it practically provides a multi-tiered range of services that vary from storage, warehousing, freight consolidation, tracking, cargo space booking, freight charges, cargo insurance, as well as export and shipping documentation.

So, which one provides you more add-on value for your money? 

Comparing the two, shipping lines just focuses on transportation while freight forwarders are able to take a tab and handle different cargo or shipping processes and concerns you might have.

It’s like an all-in-one-package for your cargo or shipping needs.

The Need for Upgrade – Staying Ahead of the Pack

Freight forwarding needs to upgrade and keep up with the fast pace of today’s modern processes. Systems and technologies easily get outdated. 

It would just take a few minutes for upgrades or advancements to happen. It’s an ever-expansive economy and you have to keep up with it – or eat dust.

Going into a digital upgrade is a must as many systems have been evolving rapidly. Every millisecond counts. 

It’s relatively easier and quicker to run your business when you can depend on a fully digitized freight forwarding company that has advanced systems to keep you ahead of the industry.

 Zip Logistics has the technology and the process to get you from zero to hero in your business. We move businesses forward – literally and figuratively. 

We don’t cut any corners with our services. For what it’s worth, we hate to be mediocre. We always aim to provide add-on value or to exceed client expectations.

Why Go Digital?

Although freight forwarding is complex, we simplify the process for our clients. We handle varied modes of freight – sea, ground, and air – so you get easy access to everything you need.

Check out the advantages of getting digital with Zip Logistics freight forwarding for your business.

Real-Time Tracking

Zip Logistics ensures that you are able to track your shipments in real-time.

We provide a seamless and integrated system that allows you to be in the loop of where your shipments are and also allow you to address any shipping problems right away.

Digitized Accounting System

Having an advanced accounting system is a plus factor for any business. In this way, you are able to keep track of pricing and financial trends.

More so, you also come up with precise and accurate predictions in line with sales and also for planning on future financial strategies.

Personalized Services

The beauty of having a digitized freight forwarding system is that you are given the freedom to customize. Businesses would vary in terms of processes.

With us, you get personalized and streamlined products and services that integrate with your unique business needs and challenges in terms of freight or shipping.

Innovative Cloud Solutions

The integration of innovative data storage or cloud technology has made freight forwarding a breeze.

It’s a cost-efficient way to store data and conduct operations because you reduce IT support and get an automated system running on clockwork.

Get Digitized with Zip Logistics!

There’s very little to zero downtime and minimal costs with a digital freight forwarding solution such as Zip Logistics.

We have designed a freight forwarding system that is so advanced that it has made us very confident that we can deliver claims and promises on point – or even over-deliver!

Zip Logistics has made a huge leap into creating a digitized freight forwarding process that allows you to keep up even with the major players of the industry and to bring a much better business process and services for your clients.

This is what going digital means for you. We help keep the profit rolling for your business. We help keep things fluid, seamless, and tangible. You will feel and experience what success means from day one.

We walk the talk! We are not an “all talk and no cider” type of business. There is no other way but UP with us on board. We deliver to our promise and commitment to clients – ALWAYS. This is Zip Logistics’ brand of reputation.