Customer service is essential for any business, but it is especially important in the logistics industry, where customers rely on timely and accurate delivery of their goods. Automation can play a vital role in improving customer service in logistics by streamlining processes, reducing errors, and providing customers with more information and control over their shipments. According to the website eShipz, “Automation in logistics not only improves operational efficiency but also has a profound impact on customer engagement and satisfaction. In today’s highly competitive marketplace, where customer expectations are continually rising, providing exceptional service and a seamless experience is crucial for success.” 

We spoke with experts in our company, and this is what they had to say: 

Ben Marsh, Account Executive at TABiConnect powered by Hubtek stated, “There are several ways automation can be used to enhance customer service. Just a couple of the ones that I think are beneficial are response rate and participation. In terms of response rate, when I was a broker, it was important to respond to my customer’s emails right away, even if I did not have the answer yet. This let them know that I was working on the task at hand. So with automation, you are going to be able to respond right away, even if it’s just a quick ‘10-4, working on it’”. 

“In terms of participation, and specifically using TABiConnect (our rate management software), you are able to bid on more freight by using automation. Customers see this as a sign of engagement, and this will open the door for conversations around dedicated freight.” 

We also heard from Matthew Smith, Account Executive at TABiConnect powered by Hubtek. He shared that some of the benefits of automation are improved shipment visibility and the ability to have all the important data right in front of you to make informed decisions. Using the data collected, automation can use predictive analytics to identify potential problems before they become problems. 

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