The logistics industry deals with multiple inquiries every day. In this case, it is essential to engage them promptly to eliminate the factor of losing customers. If you consider traditional phone systems, they find it challenging to handle numerous conversations simultaneously.
This is where cloud-based phone systems are a savior. They are unified communication platforms where the conversations across various channels are integrated. They can be viewed on a single intuitive dashboard. Businesses find this efficient and can improve their operations.
This blog lets us learn the benefits of implementing cloud-based phone systems in the Logistics sector.
Cloud Phone Systems: An Outline
Cloud phone systems help in managing communications over the internet. Be it phone calls, webchats, emails, social media, etc. All the information is stored in the cloud and can be viewed on the dashboard.
Here is how cloud phone systems are beneficial for every business:
- They are super easy to set up and maintain compared to traditional phone systems.
- They are cost-effective since they don’t require any infrastructure setup.
- They promote a remote-friendly working environment as there is no physical premise setup required.
- Cloud phone systems are known for their unique and user-friendly features.
Let’s learn about the current challenges faced by the logistics industry and how they can be resolved with cloud phones.
Challenges faced by the Logistics sector
Here are the primary challenges that every logistics business is facing presently:
- Losing customer information
When using traditional business phone systems, there is a greater chance of missing customer information. The details are recorded on physical records or notepads on the systems. Due to a lack of backup and disaster recovery strategies, customer information can be missed.
- Extremely expensive business operations
When logistic businesses are looking to engage audiences from different parts of the globe, they may make a call using international phone numbers. With traditional phone systems, long-distance calls are expensive and costlier.
- Poor customer satisfaction
Customers often have to wait a long time to have their queries resolved. Traditional phones usually direct the call to the respected agents through various stages, which may lead the customer to disconnect the call and feel frustrated.
- Lack of customer commitment
With long waiting times, customers find it challenging and uncomfortable to state their queries. There is also a chance that the solutions offered by the agents will look unreliable, resulting in customer loss.
- There is no unified platform to engage customers
Customers usually try to communicate with a retail business through any platform that is comfortable for them. It is the business’s responsibility to engage with its customers. Since traditional phones do not have a unified platform, there are chances of missing customers when switching between multiple platforms.
How can these challenges be resolved?
Here are the various strategies through which the above-discussed issues can be addressed effectively:
- Real-Time tracking
With cloud-based phone platforms, businesses can easily track live and ongoing customer conversations. These conversations can be viewed on the dashboard. Data and other information can also be retrieved quickly, addressing the customer’s query instantly.
For instance, if a customer wants to know the status of their order, the agent can find it on their dashboard by just entering the order ID. In this case, the agent will remain productive and improve customer satisfaction.
- Cost-effective pricing
Cloud phone systems work through a stable internet connection, so there is no need for a physical infrastructure. They can avail virtual phone numbers for any country and attract local customers over there.
When a business is planning to expand its operations across the globe, it can do it simply by getting a toll-free or a local virtual phone number and establishing its regional presence. This does not cost you hefty when compared with a physical infrastructure setup.
- Quick redressal
Traditional phone systems do not have a feature to reach out to missed customers. With cloud phone systems, businesses can contact the customers who they have missed with a callback feature.
Apart from calls, businesses can also reach out to their customers who they have missed on other channels as well.
- Unified communication channel
Cloud phone systems eliminate the need to switch between different channels to engage customers. A unified communication platform comes with various channels, such as phone calls, emails, web chats, social media, etc.
Customers may connect with the retail business through any of these platforms. An agent dashboard provides an overview of all these channels, making it easy for customers to address their queries.
- End to End Customization
Cloud-based phone platforms specialize in making customizations based on business operations. If you consider traditional phone systems and planning to add a business line, it will be a daunting task. You need an expert team and other formalities to make this happen.
On the other hand, with cloud phones, businesses can add or remove users, phone numbers, or any functionalities with a few clicks. This can streamline business operations and increase their revenues.
Must-have noteworthy features for the growing Logistics Industry
When a Logistic sector is planning to avail a new phone system, here are a few important features of cloud phone software that should be remembered:
- Single business number
A single business number can help customers remember your brand well. Getting a business number through a cloud phone system makes this possible. You can get a toll-free, local, or virtual mobile/landline numbers based on your business needs and customer expectations.
- Call Recording
The logistics sector should have a feature for recording the calls to evaluate customers’ needs. This call recording can also be used to determine the agent’s performance. With these details, brands can make futuristic decisions.
- IVR + SMS + WhatsApp
As we discussed before, a unified communication platform is an essential when planning to improve your customer experience. Interactive Voice Response (IVR) will effectively direct the calls to the desired agents/teams. Next to the calls, SMS is the most preferred option for contacting with the business. Whatsapp stands equally. Hence, by combining all three channels in a single platform.
- CRM integration
As a Logistics business, you may be using multiple tools to communicate and store customer details. When planning to switch to a new phone system, integrating them will not be possible. With cloud phones, businesses can continue using their existing business tools and effectively sync their old and current data.
- Live Analytics and Reports
Deep automated insight is needed to make business decisions. Hence, this feature is an indispensable one, where businesses can lively track ongoing conversations, filter the details, and extract them to make customized reports.
- Smart Automation
Automation is everywhere. It is crucial to rule out repetitive tasks. In the Logistics business, agents have to handle repetitive and daily tasks that can be automated. Agents can start focusing on other factors, which increase their productivity and enhance their business revenues.
- Live Call Transfer
If the desired agent is not able to handle the customer query, it is essential to lively transfer the customer call to a senior agent or business head. This can also improve customer satisfaction and add professionalism to your brand.
- Smart mobility
Mobility has become the latest need for most businesses, particularly for Logistics. As agents love to work from anywhere and handle customer needs, having a mobility and remote-friendly environment is crucial.
- 24×7 support
When looking for a business phone system, it is important to look for customer support. Cloud phones specialize in 24/7 customer support, as businesses can work from any location regardless of time zones.
Benefits of a Cloud-based Phone System in the Logistics Industry
Let us unveil the different business benefits of cloud telephony systems in the logistics sector:
- High-end Communication and Coordination
Cloud-based phone systems come with advanced features that promote high-quality communication and coordination. With HD audio quality features, customer communication becomes easy and straightforward.
- Collaboration
Apart from customer communication, collaborating with the internal team is also simple and hassle-free. For instance, if your logistics business is running across various locations, the agents can still collaborate quickly on their informative dashboards.
- Data-driven insights
Yet another advantage of cloud-based phones in logistics is that they provide automated and deep insights into business performance. They can access real-time data on where the product is, who has ordered it, what kind of payment they have opted for, etc. With a graphical representation, they can see the business’s performance over months/years as per customizations.
- Low Investment
Undoubtedly, cloud-based phone platforms are budget-friendly and suitable for businesses of any size. If you are a small business with minimal investment, these phones are an excellent option. You just require an internet-connected device to get started. You don’t need to invest in real estate or bulk funds on hardware/software setup.
- Scalability
Cloud-based phone platforms are highly scalable and can meet any business’s growing demands/needs. For instance, if a company is looking to expand its operations in a new location, it can simply add the details pertaining to the new branch with a few clicks, unlike traditional phones, which require a separate team.
- Reliability
Cloud phones are reliable and have exceptional uptime facilities. Even during unplanned events, data remains safe on the cloud as it is backed up frequently. They also come with high-end security protocols such as end-to-end encryption, multi-factor authentication, powerful password setup, etc.
- Feature Rich
Cloud phones excel in providing top-notch and super-fine features that can streamline business operations. Right from call management, unified platform, CRM integrations, automated insights, etc, to evaluate the business & agent’s performance. Also, it improves customers experience.
- Flexible
These phones are fully flexible and customizable according to the business needs. The addition or deletion of any functionality can happen in a matter of seconds with a few clicks on the dashboard without any hassle.
How do you get started with a Cloud Phone System for the Logistics Industry?
In order to implement the cloud phone system for the Logistics business, here are a few steps to be followed:
- Choosing the best Cloud phone system
Initially, selecting the right cloud phone system for your brand is crucial. You can perform market research and list the cloud phone system providers. Check for their features, customer stories, ratings, budget, and other significant factors. This can help you decide on the best cloud phone system.
As a renowned cloud phone system provider, TeleCMI has already helped resolve challenges in the logistics industry for one of our customers, RAAHO. They are happy and satisfied with their streamlined operations.
- Integrating with Existing Tools and Processes
Secondly, you have to integrate your existing business tools, functionalities, and other processes with the present cloud phone platform. This can help you eliminate the risk of losing business details or customer information.
- Training Agents for Effective Utilization
Thirdly, if your agents are new to cloud phone systems, provide a training session for them. Although they are relatively easy to use, it is important to guide and train them with live working examples to maximize their utilization.
- Implementing Data Security Protocols
Finally, check for security loopholes. If there are any, try to sort them out and implement best-in-class security practices before you actually get started.
Conclusion
Cloud phone systems are here to bring dozens of benefits to every business. If you are one such business looking to enhance your business operations and improve customer satisfaction, cloud phone platforms can be a great option to deal with. Cloud is everywhere and will be the future, too!
You can get in touch with us if you are looking to implement cloud solutions at a minimal investment. We provide a free demo/consultation, and you can learn more about our product to check if it matches your business requirements perfectly.