Call: 08000 630 730 | www.eckoh.com | [email protected]Transport and logistics have always been at the sharp end of business. But in 2018/19, the strain on these sectors has never been greater — and the pressure is coming from every direction. Uncertainty over Brexit is triggering big questions: What will changes mean for supply chains? How will any extra costs, complexity and delays ripple out across the transport and logistics sectors? And who's going to pay? Rising expectations Satisfying customers is getting harder too — in an age when Amazon is credited for over 50% of ecommerce growth [1] . The company keeps raising the bar with its faster delivery services. Transport and logistics companies have been under pressure in other areas too. Data protection laws, such as GDPR, present a constant challenge, while security threats are increasing. Global transport brands can come unstuck ... for example, British Airways facing possible fines of £500 million over a data theft affecting 380,000 payment cards [2] . So how can businesses succeed? In this review, we look at key areas where contact centres can make the difference. Industry Review Transport & Logistics Soaring expectations New tech and AI Staying profitable Data & payment security Top 4 challenges "In addition to the mainstays of the delivery industry such as DHL and UPS, retailers and tech firms such as Walmart and Uber are investing heavily in the sector. The growing challenges of cost, efficiency and scale within logistics have prepared the market for disruption." 'The Future of Logistics' - Pi Labs How your contact centre can help you to win business-critical battles 1 2 3 4
Transport and logistics have always been at the sharp end of business. But in 2018/19, the strain on these sectors has never been greater — and the pressure is coming from every direction.
Uncertainty over Brexit is triggering big questions: What will changes mean for supply chains? How will any extra costs, complexity and delays ripple out across the transport and logistics sectors? And who's going to pay?
Rising expectationsSatisfying customers is getting harder too — in an age when Amazon is credited for over 50% of ecommerce growth[1]. The company keeps raising the bar with its faster delivery services.
Transport and logistics companies have been under pressure in other areas too. Data protection laws, such as GDPR, present a constant challenge, while security threats are increasing. Global transport brands can come unstuck ... for example, British Airways facing possible fines of £500 million over a data theft affecting 380,000 payment cards[2].
So how can businesses succeed? In this review, we look at key areas where contact centres can make the difference.
Industry ReviewTransport & Logistics
Soaring expectations
New tech and AI
Staying profitable
Data & payment security
Top 4 challenges
"In addition to the mainstays of the delivery industry such as DHL and UPS, retailers and tech firms such as Walmart and Uber are investing heavily in the sector. The growing challenges of cost, efficiency and scale within logistics have prepared the market for disruption."'The Future of Logistics' - Pi Labs
How your contact centre can help you to win business-critical battles
The increasing expectations among consumers and business customers of ultra-fast fulfilment have a direct impact on transport and logistics operations.
Online sales continue to rise and consumers want more control. They're willing to pay extra for faster delivery and many want to specify delivery times, according to PwC’s Global Consumer Insights Survey 2018[3].
Goods are being sent in the other direction at increasing rates too. Research shows that the trend for returning items is growing, with 23% of UK shoppers returning an item in the last month, compared to 17% in the same period last year[4].
Put simply, there's barely time for transport and logistics companies to catch their breath. And if they drop the ball, then customers will trash their reputations on review sites and social media.
How we help...With the right tools from Eckoh, your contact centre can help you to succeed in a world where everything needs to move faster — but where customer relationships must never spin out of control.
Each of your contact channels needs to be the best it can be ... and you need all of them in your armoury. Tasks should be quick, simple and secure as well as available 24x7x365. Digital fitness is paramount.
1 Eckoh’s Omni-Channel customer engagement solutions enable a seamless customer journey across channels to suit B2B working hours and fast-moving lifestyles in the B2C arena. You can engage with your audience in their way, on their device and at their convenience.
Whether it’s Live Chat, SMS, Email or Automated, Self-Service IVR, seamless interactions will keep your customers engaged and reduce any desire to switch providers. With Eckoh's tools, they can switch channels easily and always be kept updated on stock and deliveries.
Meanwhile, a Unified Desktop will ensure your agents have everything at their fingertips - rather than having to keep switching between multiple screens.
Customers can be your friend or your worst enemy – depending on the quality of your service and engagement. According to research shared by ICMI[1], as many as 31% of people will post online after they have had a bad contact centre experience. Of those who complain, 42% expect a response within an hour, 32% within 30 minutes, and 11% expect the reply to be instant.
With Eckoh, you can spot social media problems quickly and intervene fast. Our Social Media Agent lets you see across your social media profiles like Facebook and Twitter — and act before issues go viral. If you want to listen more widely, then Social Media Monitoring, provides real-time business intelligence across social media, news sites, blogs and forums in more in 160 languages.
If things are going wrong within your contact centre, it's good to know early. After Sales Surveys — used with your phone, web and mobile channels — can tease out whether customers are happy generally or whether problems are starting to surface.
"Logistics companies will need to focus on ‘digital fitness’, cost efficiency, asset productivity and innovation if they want to meet shopper expectations.'PwC’s Global Consumer Insights Survey 2018
It's reckoned that 38% of consumers would trust a drone to deliver their goods, according to PwC's research.
But while drones, driverless vehicles and other exciting innovations steal the headlines, companies need more down-to-earth solutions for today's issues around accuracy and efficiency.
Staying profitable
With a downward pressure on price, increasing fuel/power costs and a desire for ever-greater service, something has to give. And for transport and logistics companies, that 'something' has been profitability.
PwC’s Global Consumer Insights Survey 2018 notes that profits are relatively low in the logistics sector in contrast with other industries. Margins for earnings before interest and taxes typically range between -1 and 8%.
While global business opportunities seem inviting, companies aren't always able to take them. In its own research, the Freight Transport Association found that 'maintaining profitability' was considered to be the biggest internal challenge to growing internationally (67%).[7]
How we help…With Eckoh, you can do more with less within your contact centre — and redirect your skilled resources
3
Eckoh can also offer intelligent, automated tools in other areas too. These include:• Identification & Verification for
customers over voice, web or mobile channels before they get transferred to an agent.
• Conversational IVR that replaces long phone menus with a series of intuitive questions to help customers complete tasks.
• Artificial intelligence combined with Natural Language Speech Recognition to create lifelike conversations that help customers to serve themselves.
• Visual IVR so callers can be invited to request guides, terms, details, choices, offers and videos to be sent to their devices automatically, 24/7.
• General Enquiries so customers can get basic service information at any time of the day or night.
2 What's more, transport and logistics companies need solutions that will work easily with the tech they have already.
How we help…More transport and logistics companies are discovering they no longer need to replace their infrastructure if they want to innovate. Eckoh's solutions can breathe new life into older systems and deliver dramatic benefits.
Eckoh can harness artificial intelligence to deliver tangible business rewards. In particular, advanced Chatbots linked to a Knowledge Base can lift the repetitive, resource-draining activities away from your agents, saving them for more complex queries. It's worth noting that industry researchers have found that 78% of retail customer queries, for instance, could be answered by bots, with no drop in customer experience.[6]
to more value-added activities and opportunities for business growth.
Our Third Party Support for contact centre technology could mean you save up to 40% on vendor prices and get a better service too.
Enabling greater Self-Service for your customers is another opportunity to save — and it's often what people actually prefer because they like the extra control.
Our Self-Service Automated solutions —using Interactive Voice Response (IVR), speech recognition, Natural Language Call Routing, Caller Identification or Chatbots — can be effective and be open 24x7x365 without hiring an army of new agents.
Recent months have seen more leading organisations facing media attention for all the wrong reasons – namely around card data theft and customer security. In particularly, the British Airways security breach has sent shockwaves through the transportation sector.
All this damages a company's reputation and makes it harder to hold on to customers. Researchers have found that 66% of customers would be unlikely to do business with an organisation responsible for exposing financial or sensitive information.[8]
Avoiding these disasters is important and so you’ll likely be considering how best to achieve your PCI DSS compliance to eliminate the risks.
How we help…The best response is to reassure customers their data is protected and that your company has minimised the risk of any breach.
Using Eckoh's PCI DSS compliant secure payments solution - CallGuard - along with patented Audio Tokenisation or automated EckohPAY solutions - means you can be secure in whatever channel you use. We can even offer the same payment security via Apple Pay , Google Pay, Paypal or Live Chat Pay.
With a flexible and secure platform, you can keep pace with customer tastes and avoid having any weak links within your contact centre environment that criminals could exploit.
With Eckoh, you can go even further. It's possible to keep out sensitive data from your environment entirely — so there's nothing to steal. Eckoh can accept,
4process and validate the sensitive data on your behalf — instead of it ever passing through your contact centre.
That way, you're less exposed to the risks of rogue agents in your contact centre, hackers entering your network, or employees accidentally sharing sensitive cardholder details.
Make Every Contact Centre Experience Satisfying and Secure
Do you want to delight your retail
customers by giving them a more personal,
satisfying and secure contact centre
experience? If so, Eckoh has the solutions:
• Customer Engagement - Self-Service &
Agent-Assisted solutions
• PCI DSS compliant Secure Payments
• Operational Solutions.
CallGuard 2018 & 2017
Winner: Payment Innovation - Apple Pay
Security & Anti-Fraud
Initiative of the Year
SOURCES[1] 'The Future of Logistics' - Pi Labs (2018)[2] 'British Airways Hacked: Airline 'Deeply Sorry' - HuffPost (Sept 6, 2018)[3] PwC Global Consumer Insights Survey 2018 [4] The Retail Bulletin - 14 May 2018 [5] 'Why Contact Centers Need to Embrace Social Media in 2018' - ICMI[6] The Retail Bulletin, March 2018[7] FTA Logistics Industry Survey 2017/18.[8] 'Data Breaches and Customer Loyalty Report' - Gemalto
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