In the freight forwarding and international shipping space, empowering customer success agents with information makes them serve as the much-needed bridge between customer expectations and operations. The agents can help customers understand the process and relay information such as updates and requirements. This is why real-time shipment tracking is vital.
These agents will struggle to help customers and shippers understand the entire operation without technology solutions like real-time shipment tracking. The customer success agents manage bookings, relay quotations, and ensure proper documentation and compliance for the shippers.
To be successful, these agents require access to quality data or accurate information. Otherwise, they will face stringent challenges when trying to relate with customers. For instance, updating the customers about their shipments and other necessary information, such as compliance, can be challenging without access to quality data. Again, this is why technology solutions like real-time shipment tracking are critical to their success.
What is The Power of Real-Time Shipment Tracking
Real-time shipment tracking is an essential tool for customer success agents because it provides the agents with the ability to access real-time updates about the freight and then communicate that information to the customers or shippers who need it. Here are other ways it can benefit them:
1. Improve Response Times and Resolution Rates
It is not uncommon for customers to make inquiries during shipping operations -- sometimes, multiple times during the entire process. Other times, there might be an issue with documentation or something similar that would need immediate attention. Without real-time shipment tracking, the customer success agents will struggle to respond and resolve these issues on time with the customers.
In an increasingly competitive and fast-paced world, poor response and resolution times could cause the freight forwarding business to lose the customer. Real-time shipment tracking empowers agents to improve their response and resolution time.
2. Increased Transparency and Trust
Total visibility and transparency are among the most valuable features of any logistics management or shipment operation. These features help build customer trust and make them more comfortable with the business. Trust plays a vital role in enjoying or succeeding in the customer-business relationship.
3. Proactive Communication and Reduced Customer Anxiety
With the right solutions and platforms, customers can also be alerted about the progression of their shipment during the shipping process. This way, the communication between the agents and the customers is proactive. Proactive communication can go a long way toward preventing or reducing customer anxiety.
Implementing Real-Time Shipment Tracking Solutions
Implementing real-time shipment tracking is quite important because it is critical to empowering customer success agents. However, before implementation, it is essential to understand that the tool comes in different solutions and is available via various platforms. Here are some of the different types of real-time tracking solutions available:
1. Carrier Integrations Within Customer Service Platforms
Freight forwarding businesses sometimes leverage solutions like portals or customer service platforms. They can integrate the carriers' tracking applications with these platforms to enable customers to access the information in real-time. Customers or shippers can log in to these platforms and find their shipment's exact location and progression.
2. Standalone Tracking Applications With API Integrations
These tracking applications and tools can integrate with the freight forwarders' existing system. For instance, freight forwarders may integrate the API of shipment tracking tools with existing systems like Terminal49. This ensures that freight forwarders and customer success agents can access all the information they need in one robust yet simplified system.
3. In-house Developed Tracking Systems
These tracking solutions have been developed in-house by the freight forwarders and then shared with carriers. Freight forwarders turn to this because it means they have more control and can customize it to suit their needs and expectations.
Key Features In A Real-Time Shipment Tracking Solution
There are several real-time shipment tracking solutions. However, for freight forwarding companies and their customer success agents to get the right one, there are some features they must look out for:
1. User-Friendly Interface
The real-time shipment tracking tool you decide to leverage must be easy to operate or use. This way, the agents have a better and faster time getting the information they need, such as tracking number and details of the tracking process. In cases where customers relate directly to it, it will help them understand and get the desired information.
2. Multi-Carrier Compatibility And Shipment Visibility
A freight forwarder typically works with various carriers. The real-time shipment tracking tool or solution should be compatible with multiple carriers. And it must guarantee complete shipment visibility.
3. Historical Tracking Data
Historical tracking data is useful because it helps analyze all your packages and allows shipping operations to find potential hot spots and areas of improvement. Artificial intelligence and machine learning solutions can also use these data to learn, understand, and automate shipment processes.
4. Training Customer Success Agents for Effectiveness
Although real-time shipment tracking is vital for empowering customer success agents, it is also important to ensure that the agents are properly trained on how to use these tools and deal with the customers.
These are what the training should cover:
System Navigation and Functionality
The agents must be trained on the functions of the shipment tracking system and how to navigate these functions to achieve the desired results.
Interpreting tracking data
The agents must be taught how to interpret the tracking data, the data standardization, and the meaning of each information set. Effective data interpretation will help the customer success agents relay information and handle potential disruptions to the shipment, such as delays.
Effective Communication
Understanding the system is essential. Interpreting goes a long way. However, it will not serve its intended use without effectively communicating this information to the customers. Therefore, customer success agents must be well-versed in communicating the information received to customers and shippers in such a way that eliminates tension and anxiety.
Proactive Customer Engagement Strategies
Armed with real-time updates, the customer agents must learn strategies for engaging with customers. Depending on the information and severity. For instance, a potentially disruptive situation must be communicated to a customer as soon as possible and in detail to help them understand the situation and what is being done to resolve it. The mode will matter here because of the speed.
Measuring the Impact of Real-Time Shipment Tracking for Customer Success Agents
Every solution must meet specific criteria before it can be deemed a success. The same applies to the real-time shipment tracking tools. But how do you measure the success of these tools? We have some metrics that will guide you:
1. Customer Satisfaction
Your customers are the entire reason for the shipment tracking solution. It makes sense to ensure they are satisfied. To do this properly, score them in relation to the communication and delivery experience. So are the customers properly communicated to, and do they get the necessary information on time?
2. Reduced Shipment Related Enquiries
If the customer success agents are leveraging the real-time tracking tools right, then shipment-related inquiries should be reduced. This means that customers are constantly getting alerted about the progress and updates of the shipping operation in real-time.
3. Improved Resolution Rates
It is necessary to measure the resolution rates and how fast they occur. This means that quality data is provided, and more is being done with the data provided. An example of a resolution may be dealing with a lost package or shipment.
How Terminal49 Empowers Customer Success Agents With Real-Time Tracking
Terminal49 is the freight forwarders' dream in one application. It is the premier provider of container tracking data for the North American import supply chain, streamlining data across shipping lines, marine terminals, rail carriers, and vessels into one easy-to-use dashboard and data pipeline.
With these, the customer success agents are empowered to provide customers with shipment data, current status and terminal availability, and real-time exception notifications proactively or when needed. It also helps improve the efficiency of the freight forwarding operation.
Frequently Asked Questions
1. How does real-time shipment tracking work?
Real-time shipment tracking tools leverage technologies like GPS, RFID, or cellular networks to pinpoint the location of a shipment. The tool or application then gathers and transmits location data to a centralized tracking system.
2. What information can customers access through real-time shipment tracking?
With real-time shipment tracking, a customer can access information such as the current location of shipment, estimated arrival times, delivery status updates, and any significant events or delays affecting the shipping operation. They could also be informed about a failed delivery and why.
3. How can customer success agents benefit from real-time shipment tracking?
Real-time shipment tracking enhances customer service by providing agents with accurate and timely information to address customer inquiries, resolve issues proactively, and update shipment status without delays.
4. Can customers interact with customer success agents through real-time shipment tracking platforms?
Yes. In most cases, real-time shipment tracking platforms come with features that allow customers to communicate directly with customer success agents through chat, email, or phone within the tracking interface.
5. What steps can customers take if they encounter shipment issues despite real-time tracking?
Customers can contact customer success agents through the tracking platform to report issues, request assistance, or inquire about resolution options. The customer success agents can also investigate the issue, coordinate with relevant stakeholders, and provide updates or resolutions to the customer.
