Logistics Customer Service Software

Simplify customer service for your logistics business

Effective customer service is vital to ensure a seamless logistics experience. Therefore, your customer service representatives should be empowered to deliver quality customer care quickly. Here’s how deploying the right customer service software can act as a differentiator for your logistics company.

Unify customer communications across chat, messaging, email, phone, and social media so your customer support team can monitor and respond to them from a single dashboard.
Deliver quality customer service and superior logistics experience by allowing customer service representatives to access historical customer information to offer quick and efficient solutions.
Automate ticket assignment based on agent workload, expertise, and customer service experience.

Explore omnichannel customer service

Improve supply chain management

Working with multiple internal teams and outsourcing delivery partners and third-party logistics providers can be tedious for your customer support team. Here’s how you can seamlessly collaborate and make conversations quick and contextual.

Improve supply chain visibility by giving external vendors the access to view customer tickets and receive real-time notifications to monitor the level of customer service delivered.
Simplify the logistics and transportation management for shippers and service providers by allowing them to collaborate within the same ticket.
Integrate with external applications like LateShipment and Parcelhub to enable a broad range of warehousing solutions, order tracking, billing, inventory management, and incident creation.

Explore the Freshworks Marketplace

Track your shipping for on-time delivery

Customers don't like to be kept on hold for basic queries. Implement a field service management software and empower customers to have complete visibility of their shipment, and receive status updates for their service requests. This in turn minimizes agent workload, allowing them to focus on complex queries and meet KPI standards.

Set up web widgets that can auto-respond to routine customer requests by detecting keywords and answering common customer queries.
Offer 24/7 customer support by deploying AI chatbots that pick up cues from customer queries and help logistics companies offer good customer service.
Stay connected with your service providers wherever they go and monitor the quality of your service delivery to improve customer satisfaction.

Explore Field Service Management

track your shipment through customer service logistics

Deliver data-driven service experiences

Approximately 90% of the transportation and logistics industry places a high emphasis on data and analytics for supply chain success over the next five years. That's why it has become increasingly important to keep track of your customer service metrics using Freshdesk reports and analytics.

Customize your reports dashboard with metrics you want to monitor.
Segment customer queries based on ticket types and stages to identify potential pain points and opportunities in the logistics industry.
Keep a close track of ticket trends and query volume to build workflows, operating procedures, and forecast insights.

Explore context-rich reporting and analytics

“Freshdesk has helped us communicate better with our customers using different entry-points like email, chat, call, or web portal based on what kind of communication method they (the customer) prefer”

Dave Wilson

Vice President, Operations

ShipTime

Read full case study here

“With both Freshdesk and Freshchat being on the cloud, we were able to switch from working on-site to working from home pretty easily. As long as our agents had a laptop or computer at home, there were no hiccups”