Major logistic firms across the world have been facing a common problem since a long time. They have non-user friendly interfaces and hence unhappy user experiences. Over the years, their way of interaction with customers has become too cryptic and systemized. For instance, if a customer wants to know the status of a shipment, he needs to visit the website of the Logistics Service Provider and feed his specific code which is a complex mix of numbers and alphabets. For getting other relevant information also the customer has to navigate through the entire website and search for answers to his queries. The entire experience is inefficient and cumbersome. Chatbots can completely turn around the situation and let the user interact with the service provider through a simple chat window and resolve their issues.
So what all can chatbots achieve for logistics providers.
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The chatbot would allow booking of a delivery by just uploading a picture of the consignment. Upon uploading the bot would automatically ask for the dimensions of the consignment, the pick-up and delivery address. Upon receiving all of the details, it would propose a time for pick up and the amount required for the delivery. The payment can also be made via the chat interface itself or a cash on pick-up option can be exercised.
The customer can enquire for the status of the consignment and track the item. The chat would also create delivery alerts and delay alerts if any. The bot can also resolve any other FAQs that the user may have and raise a ticket for complicated queries.
The brand can initiate a dialogue with the consumer enquiring about the quality of service. This would help the brand in calculating CES and CSAT scores.