Self-serve options are a relatively new thing in the WMS industry, but warehouse managers and their staff are rapidly adopting them – especially when it comes to providing customer updates.
There are many reasons for this:
Implementing self-serve options for your WMS offers a significant reduction in workload for warehouse and customer service staff. By allowing customers to access their own information, receive updates about their deliveries, and perform routine tasks themselves, warehouse staff are freed up to focus on more complex and critical customer issues, like improving response times and increasing overall customer service quality.
Self-serve options empower customers who are using the supply chain by giving them direct access to real-time information about their orders, inventory, and shipments. This effectively means that instead of relying on customer support teams for updates, customers can independently track their orders. With some systems (including User Service Portal) it’s even possible to check inventory availability and receive notifications regarding any changes or delays.
Self-serve options also provide customers with round-the-clock, on-demand access to information and services. Warehouse managers and their staff can offer self-service portals or mobile apps (like USP) that empower customers to access their accounts, check order status, initiate returns, etc. at any time of the day or night. This flexibility is particularly valuable for global businesses who have customers in different time zones. With a self-service option, they’re able to access information and carry out transactions at their convenience. And self-serve options contribute to an enhanced customer experience by providing convenience, efficiency, and control. We’re seeing that this new standard of transparency and control both enhances customer satisfaction and builds trust in the business.
But the benefits aren’t just for the customer – by implementing self-serve options, warehouse managers are achieving cost savings in their customer support operations. Reducing the workload on customer support teams translates to lower staffing requirements, which in turn translates to lower costs. And self-service portals or apps can automate a lot of time-heavy routine tasks, such as updating customers about order tracking information, eliminating the need for manual communication, and having the welcome knock-on effect of reducing operational expenses.
And then last but not least, the data that self-serve options generate can provide valuable data about customer behaviour, preferences, and interactions – which in turn allows businesses to futureproof their operations. By analysing this data, warehouse managers can gain insights into customer patterns, identifying opportunities, and tailoring their offerings to better meet customer needs.
If this sounds like something you think your business needs, then contact us today for a tailored demo of USP – info@socius24.com.
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