Development Prospects of call centers in the logistics and express delivery Industries

Bkjia.com comprehensive report: With the rapid development of social economy, people's living standards have been greatly improved, and the fast pace of life and work has also made people more and more enjoy the convenience brought by e-commerce to people's lives, in particular, the rapid development of B2C and C2C has brought new vigor and vitality to the logistics and express delivery industry, as well as new challenges. Consumers have also put forward higher and higher requirements on the service quality of enterprises, to survive and develop, enterprises must accurately grasp the needs of consumers and respond as quickly as possible.

In the face of new opportunities, the logistics and express delivery industry requires that the logistics and express delivery industry must use modern information technology to process information flows in all stages, in this way, you can quickly grasp the information of each shipment and send the information to the customer. The customer service centers of most logistics and express delivery companies are still at the basic stage of manual answering and pick up the goods at home. Some customer service centers often do not cover the entire service layer, and there are many inconveniences, and the service response speed and service quality cannot be effectively controlled. Problems arising from tedious and backward management methods make it inefficient and the loss of customers not only unable to meet the growing business needs, but also impede the development of enterprises to a certain extent, this poses a great risk to the company's survival and development, and thus falls into a dilemma.

At present, many mature logistics and express delivery companies have integrated high-tech and information-based tools into their daily work to improve their work efficiency. For example, TNT International Express has established call centers, unified orders, and centralized management, this service greatly improves service quality and wins market demands with its advanced service concepts. Many private express delivery logistics companies have not yet realized the importance of building a call center, but also have enterprises that are unable to move forward due to the high construction costs and limitations of traditional call centers. The traditional call center cannot meet the characteristics of multi-point services in the logistics and express delivery industry. It cannot support remote Agent localization services and is difficult to expand, manage, and maintain. It requires high construction costs; it cannot meet the diversified service methods of users and achieve multi-service integration and resource sharing. Therefore, it is necessary to break through the limitations of Call Centers Based on switches and boards, and to adopt a new call center platform based on information technology for the public.

Mazal intelligence integrates the characteristics of the logistics and express delivery industry, based on the service of "unified access" and "one-stop" to provide express delivery companies with the most urgent and new comprehensive Customer Service solutions-logistics and express delivery industry collaborative Call Center Solutions, build a new generation of call centers with advanced technologies, stable and efficient functions, and meet the development needs of logistics and express delivery companies. The collaborative call center independently developed by Mazal is an open, all-IP-oriented architecture. It is modular and can integrate multiple business applications, through Standard and open system interfaces, you can connect to the existing customer system of the logistics and express delivery companies. by phone, you can automatically query the waybill status and implement services such as automatic order placement. Enterprises use IP networks and a unified platform for unified management, and provide a variety of services and applications to achieve collaborative work.

Mazal smart logistics and express delivery work with customer service centers to achieve the following functions:

1. unified customer service number

2. self-service: Ticket query, automatic order, freight query, business query, and other functions

After a customer calls a logistics or express delivery company's call center, the customer can select the desired service under the voice navigation prompt, without manual intervention, you can automatically obtain the required information.

You can enter the waybill number by pressing the phone to query the status of the waybill and the time when it has arrived. You can use automatic voice to learn about the services provided by the company, such as payment collection and payment receipt.

Therefore, users do not have to wait in line for manual services, so they can learn the relevant information, which not only improves the work efficiency of the customer service center, but also saves human resources. Uninterrupted service to provide customers with first-class service quality.

3. Manual service: Complaints and Suggestions, business consulting, and manual order ......

The call center handles all types of services that the customer applies for through manual agents. matters that cannot be handled by the agent can be forwarded to the corresponding department for handling. After the pending results are returned to the call center, customer Service personnel reply to customers by phone, email, short message, and other means.

Users can quickly obtain related services without leaving their homes.

4. Automatic pop-up screen customer recognition

It is perfectly integrated with existing logistics express order management software, CRM system, and other business systems. The system can automatically identify users' incoming call numbers and display customer information directly on the service personnel's computer through CRM, as user data is automatically stored in the database, and the communication information with the customer is integrated, which greatly improves the efficiency of handling incoming calls by business representatives. The customer service center is built with efficient, accurate, and convenient ways to understand and feedback customer information.

5. Manage report statistics and analysis

The report statistics function is used to record and analyze all calls in the call center and generate reports and various statistical graphs. It can be exported as PDF or csv files or imported, in this way, the shift leader and enterprise leaders can have a more intuitive, three-dimensional, and emotional understanding, so that the leadership can easily grasp the overall operational status of the enterprise.

6. Automatic problem waybill notification

When no one signs for the goods because the recipient cannot be reached or the address is incorrect, the system can automatically send such problems to the recipient by voice, SMS, Email, or other means, in this way, the recipient does not have to worry about not receiving the parcel. You can contact the courier to solve the problem.

7. Automatic outbound call investigation and return visit and automatic dispatch

Automatic dispatch means that the system automatically sends the order information to the courier's mobile phone at the location of the order by text message, voice, etc., greatly reducing the call speed, it not only saves human resources but also improves work efficiency.

The system automatically sends a call after investigation and return visit. If no agent is involved in the dial-up, you can click an operation to call the customer within a specific period of time and assign idle agents to the customer for investigation and return visit.

8. advertisement promotion:

The system uses the voice and text message sending function to play discount information in voice, text message, Email, and other ways.

Advantages of the Mazal smart logistics express delivery collaborative Customer Service Center solution:

1) Unified number access to achieve multi-point agent distribution, localization services, and centralized management.

2) improve customer satisfaction, enhance corporate image, and improve work efficiency

3) provides diverse business services and multiple communication methods, and provides fast services with high quality.

4) integrate the existing business application system of the logistics and express delivery company to share resources.