In retail, your customer’s experience is paramount to ensuring the success of your business. And ensuring a smooth logistics experience is a huge part of that. As more and more consumers shift to the ease of online shopping, never before has there been such choice available. You might be competing with other retailers, and so the cart-to-front-door experience can aid or destroy your ability to retain customers.
According to the Last-Mile Delivery: Customer Perception Report 2022, by Researchscape, more than three quarters (76%) of survey respondents said that an unacceptable delivery experience would strongly or somewhat affect their decision to order from that company again. This number rises for each passing generation, with more than 81% of millennials responding they would think twice after a single poor delivery, and 86% of Generation Z shoppers saying bad delivery would have a negative impact on placing a repeat order.
At Borderless360, we understand this. We’ve made communication a huge priority as we want it to be the thing that sets us apart from other logistics providers. As a key USP, we have worked cross-team to ensure the best experience for retailers and their customers, and we’re constantly innovating!
We know that when retailers have full visibility of their supply chain, can easily get in touch with customer support at any time of day, can keep track of enquiries simply, and can easily collaborate with their teams on the same platform, magic things happen for their business. We know that when retailers have ambitions to scale globally, disconnected email and telephone support just doesn't cut it. Losing email threads and keeping track of phone calls is a headache no one needs. With our veteran experience in the industry and constant feedback loops with our clients, we have developed support tools that ensure the smoothest experience for you and your customer.
So how have we developed an awesome customer support experience? We’ve collaborated across the business, sharing our domain expertise to create a full picture of a client’s experience. We’ve done countless hours of client interviews and regular feedback loops to learn what matters most, understand where things aren’t working and how we can improve. We see our relationship with our clients as a partnership, valuing a collaborative approach that’s win-win for everyone.
“The team at Borderless360 have been pivotal in the expansion of our brand. From the ease of use of their web client to the helpful consultation with various team members, they've been a huge improvement on our previous 3PL partners. If you're a brand looking to scale globally, you'd be doing your organization a disservice if you don't factor Borderless360 into your research for a logistics partner.”
Gareth Breeze | Founder at the Shame of Life
How do we do it? We’ve leveled up our customer support in the following ways:
A global team
Our Client Success team is spread across the globe, to ensure 24/7 support with an average response time under 15 minutes. By having support teams in all the regions we support, we can be on the ground to investigate and liaise with suppliers, should we need to.
An in-app ticketing system
At Borderless360, we want the entire logistics experience to be managed and accessed from one place. That’s why we’ve created an in-app ticketing system that can be accessed within our platform. Instead of keeping track of pesky email threads and phone calls, retailers can manage all open enquiries from one place.
Through the ticketing system retailers can:
- Seamlessly raise tickets within the app
- Have full visibility of your tickets, across the whole team
- Organize tickets with specialized tags and filter accordingly
- Keep track of issue resolution performance analytics
- Integrate with ecommerce helpdesk, Gorgias
- Access the system from anywhere with a mobile optimized interface
Expertise at your fingertips
We develop new tools for the benefit of our clients, so helping retailers access those tools is a huge priority. We are constantly updating our live knowledge base with useful information on how to use the Borderless360 app, our services as well as FAQs around the business.
Additionally, we harness our veteran experience and expertise by creating frequent articles on the industry like this one on Climate Conscious Shipping, practical eBooks every quarter like this one on Growing Globally, create weekly Market Updates on the global logistics industry and we share case studies on how our clients have benefited from our services, which you can find here.
We want to be able to remove frictions where we can with customs and compliance. That’s why we offer expertise and guidance on getting customs clearances and more to help transition any retailer into a global player.
If you’re looking for a partner you can count on, who’s with you every step of the way, then why not get in touch? We’re a friendly bunch and love helping retailers scale globally, it’s what we do!