The benefits of a chatbot in logistics

Organising, planning, executing, recording: when you work in logistics, you know how complex the route from order to delivery can be. On top of that, office hours are hard to find in the logistics sector, and you really want to be available day and night. A chatbot offers a helping hand! How? In this blog we describe the benefits of a chatbot for the logistics sector!

Automating: why?

More and more companies are choosing to automate the customer service department by means of a chatbot. The reason usually has to do with the high expectations of the customer in 2022. People expect a company to be available in various ways, to be available at lightning speed, and office hours raise eyebrows. A chatbot offers the solution to these three important points, among others. It is a digital solution that moves with the fast, technological world. Thanks to the chatbot's artificial intelligence, it answers questions from various channels, at lightning speed and accurately.

Which chatbot should it be?

You are spoilt for choice: you find that out quickly once you opt for automation. Custom-built chatbot or chatbot platform? Rule-based chatbot or AI chatbot? The perfect choice depends on the goal of the chatbot and the needs of your company. It is therefore important to first map out exactly what you want the chatbot to do, before you choose the type of chatbot. Do you want the chatbot to pass on delivery times automatically, for example? To retrieve order statuses? To find out the location of an order? In this blog we give examples of companies in the logistics sector and we wrote more about choosing a chatbot.

Example: the Loggi chatbot from Logistiekconcurrent

Good service ranks high at Logistiekconcurrent. “Raising customer satisfaction is something we work on every day”, says Rody Hermkens, Head of Marketing and Communications. “We looked at which pain points we could remove, in order to keep satisfaction high.” That is how they discovered that frequently asked questions were costing unnecessary time, and that more and more questions were being asked outside office hours. “Loggi handles around 650 conversations a month these days”, Rody says. “In 70% of those conversations, no employee has to get involved at all. That soon saves 37 working hours a month! While Loggi deals with all the frequently asked questions, our customer service has the time to answer customer questions about delivery times or specific product queries, for example.”

The smart chatbot with a personal touch

The chatbot does not only have to be used for standard copy-and-paste questions. Thanks to smart webhooks, the chatbot can also answer questions such as: ‘where is my parcel?’. A webhook provides an up-to-date exchange of information between the chatbot and external systems. That way the chatbot can request the status of a parcel and pass it straight on to the customer. Employees no longer have to search in another system; the chatbot handles it in no time. Much easier.

After these benefits, are you curious what a logistics chatbot could mean for your company? Try it yourself and create a free account.