Excellent Customer Service: The Role of Delivery Agencies.
Statistics of Customer Service in 2019
- Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. – Microsoft.
- When asking consumers what impacts their level of trust with a company, offering excellent customer service ranked number one – Dimensional Research.
- 93% of customers are likely to make repeat purchases with companies who offered excellent customer service – Hubspot.
These statistics show that indeed “Customer is the King” for any business. A smart businessman knows that to increase profits, you should not stop at getting new customers but ensure your customers are satisfied enough to refer you.
The Relationship between Your Business and Delivery
With the increase in online retail businesses, the demand for delivery services has increased. An online shopper can order goods and have it delivered without going to the store. A restaurant can process requests and have food delivered to different customers at different locations at the same time.
Most often than not, a little delay by the delivery service provider can cause a lot of damage. If the customer is not satisfied with the service rendered by the delivery representative, it falls back on the brand or business he/she was buying from. When this affects the relationship between that customer and the business, it falls back on the delivery agency.
I ordered a braided wig from an online store. After explaining that the wig was needed on Saturday, the store promised to deliver on Thursday. My package came late on Friday and a strand of the wig had pulled off, this was disappointing. I called the store and was told that the wig was in perfect shape when sent.
To cut the long story short, I had to look for an alternative. The next day, the store called to confirm the problem was from the delivery agency. They had promised her a free delivery the next day to compensate her. I do not know who caused my terrible customer experience but I never bought from the store and discouraged my friends too.
From my experience, it is evident that once a delivery service provider flops, it affects two ends. While they can try to reassure the business owner of their competence, it may not be the same for the end consumer.
Choose The Best Delivery Option
To ensure excellent customer service, a delivery service provider has to put in place an operational system that would keep their customers coming back. A system that makes delivery seamless, for example, an app. A lot of delivery agencies are using phone numbers to place orders, how effective is that for multiple requests?
At KWIK, our main goal is excellent customer service. We want our customers to have an awesome experience and keep patronizing us. Our team does not stop trying until we have put a smile on our customers’ faces.
The growth of businesses in Nigeria, especially Lagos State inspires us. KWIK wants to make it more effective for you to run your business wherever and whenever. We go the last-mile, from door to door to deliver the best experiences. We do not take any order for granted and the process is seamless.
To be a part of the KWIK business innovative community, visit kwik.delivery to sign up on the web. Download our app on Google play store and Apple Store and get on board with us today for excellent customer service.