Every logistics company’s customer service comes across a hundred queries and complaints a day about the product. Almost half of those queries are about the management and delivery process of the product. They are bombarded with a repetitive set of queries by the consumers about the delay in timeline, cancellation, rescheduling and many more. This causes a huge drain on the company’s resources and time. Wouldn’t it be productive if half the load is taken off from the hands of manual labor and the process is automated?
The global spectrum of the logistics industry can be estimated from $8 trillion to $12 trillion annually. Globally, the logistics market is said to represent approximately 12% of the entire world’s GDP. The disparity in the percentage of GDP used to predict the size of the logistics market is due to the inefficiencies that exist in supply chains in many regions outside of the U.S., creating an elevated cost structure by comparison.
To combat this issue the government has set up policies and divisions to help the industry grow. But the real impact can only be made by the involvement of new-age private tech companies that can push the logistics industry towards digital transformation. This is where the application of WhatsApp business comes into play.
How WhatsApp can help your company function better
To understand the role of WhatsApp business as a potential game-changer for the sector, first, consider the sheer volume of deliveries made by logistics companies. For instance, 87 billion parcels were shipped worldwide in 2018. But that’s minuscule growth compared to 2025 where parcel deliveries are expected to reach a massive 200 billion. Some logistics operators are already reaping the rewards for switching to WhatsApp while readying their operations for increased demand in the future. For instance, global logistics and transportation solutions company, Aramex, started deploying WhatsApp Business to its customers in late 2018. To date, the company has now served over one million customers through WhatsApp, with 41% of shipment inquiries processed via the platform. This has led to a budget-saving 19% decrease in incoming call volumes.
Employing WhatsApp business API opens the logistics industry to a world of possibilities. Through automation, companies can personalize messages to the customers. This automated conversation system is not only quick and easy but it also frees up human agents from busy work. The messaging platform is quite flexible. From order placement, shipping notifications and live location sharing to new delivery instructions and last-mile preferences, WhatsApp Business can automatically deliver personalized messages. In addition to this, when used in conjunction with chatbots, WhatsApp can be used to update the customers.
In addition to relevant notifications to keep customers informed of their order’s status through Real-time tracking, logistics companies can also inform and support clients in different scenarios – from lost/cancelled deliveries to complaints and dealing with complex, urgent issues. For instance, last-mile transaction. Managing the last-mile can be critical. With WhatsApp business API it is easy for the delivery staff and the customer to keep track of the time and location of the delivery. With integrated chatbots automating responses to customers is also possible with WhatsApp. Automated conversations can be used to troubleshoot customer complaints, offering faster response times than traditional channels to better manage customer dissatisfaction.
Customer Experience done right with Twixor
With Twixor, you can enhance your customer’s experience with rich interactions through the WhatsApp business platform. Here are a few features that Twixor offers to help build your WhatsApp journeyFor instance, with your Crypto wallet, you will be able to trade between different cryptocurrencies and altcoins as well as second-layer protocols such as the Bitcoin Lightning Network and Ethereum Raiden without the need to have in-depth knowledge of the underlying technologies.
- Product Availability – You can now send information to customers about the availability of new products and products that the customers might have opted in. This leads to a reduced cart abandonment rate for the company by at least 90 percent.
- Order updates – You can seamlessly communicate details about the purchase, tracking and delivery through real-time tracking.
- Billing inquiries – With Twixor answering customer queries about billing issues and payment transactions can be handled faster and more accurately.