The work of a logistics software provider
does not stop at just providing technological solutions to its users. The IT
company's software can match the requirements of the logistics industry,
increase the volumes that the users can handle, minimize errors & eliminate
revenue leakages. But the real test of the IT solution provider is its
after-sales service. To handle the same, the logistics software provider should
have a team of dedicated support representatives or reps to solve customer
queries & complaints efficiently. This is easier said than done since, the
software provider needs to build & train a team of support reps who have
both IT skills & domain knowledge of the logistics industry. Following are
the advantages of a quality support staff for your logistics software -
1. Reliability of Service -
A quality support team is able to convince
the users that they are reliable or trustworthy. Trust is gained by multiple
positive interactions with the support staff. Their reliability depends on how
they are able to get their services in line with what the user is demanding.
For example, if the user has a problem in filing a certain document into the
system, the support rep should be able to hear him out attentively & in a
stepwise process be able to get him to fill all the details & enter it into
the system.
2. Assurance of Problem Solving
-
The support team is able to actually solve
real-time problems of the user. This preparedness of solving real-time problems
comes with a lot of initial practice. A good support team studies the routine
doubts that the users face. Thus, they are able to make case studies & work
on them. Real-time problem solving is where you can differentiate a rep who
plainly follows a script & one who can actually understands the software. A
capable rep is able to empathize with the user & act on the issues he is
facing regarding any process.
3. Well Trained Support Staff with
Soft Skills -
Soft Skills are the skills that actually
retain clients. Some key soft skills are optimism, common sense,
responsibility, sense of humor & integrity. These skills must be acquired
& honed on a regular basis. The IT company has a limited ability to bestow
these skills on their support staff since, these skills have to be worked mostly
on an individual basis. A support rep with soft skills gives an extremely
positive impression to the users. A user feels that here is someone who understands
my problems & is empathizing with me. This human touch wins over clients.
4. Good Understanding due to
In-depth Domain Knowledge -
The advantage of a readymade software
support staff is that the software is used in a specific industry. Thus, in the
training process the support management is able to outline & teach the
domain related processes of the industry to the staff. Therefore, while
interacting with the users there is no confusion or lack of knowledge which
affects communication. Also, the support rep should focus on empowering the
user with knowledge of the usage of the software. This serves a dual purpose
which are firstly, the user understands the software better which gives him the
feeling that the software is more user friendly & secondly, so that there
are not too many calls made on the same query.
5. Prompt Responsiveness of Customer
Queries & Complaints -
There has to be a structure of resolving
customer queries & complaints. All queries cannot be solved on the spot.
For complex queries, the query number has to be recorded. The tools that can be
used to solve the same should be in place & the timeline of solving the
query should be defined as per its category. Along with this the rep has to
assure the user & follow up regarding the solution of his query. An
effective support staff shows urgency in resolving important issues. This shows
the user that the support rep is as keen in solving his problems as he is. This
sort of empathy shown to the user is of utmost importance for maintaining a
long term relationship.
While choosing a logistics software for
your business, you should look into the support services provided by the IT
company comprehensively. You can refer to current clients of the software
provider to get feedback on the quality of the support provided to them. A
meticulous research of the software provider's services will only benefit your
business in the long run.
For more info on Logistics Software go to www.softlinkglobal.com
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