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~ Boxberry International ~

Most cross-border logistics companies nowadays can offer good prices and delivery times.
However, many underestimate the importance of customer service, thinking it is an online
store’s job. In this article, we explain why customer support should be a logistics company
concern.

irstly, a bad experience with delivery affects comfortable doing it early in the morning or late in the
the overall experience of buying in an online evening.
Fstore. On the other hand, if the customer got
answers to their questions quickly and was informed • Client-oriented approach
about delivery status regularly, the online store’s Receive all the feedback from your customers and try to
brand image would be boosted. implement it — this way, you can build a loyal audience. Try
to avoid using pre-made answers in all cases and address the
Clear communication is essential in logistics — the customer questions individually.
needs to know their parcel is in safe hands throughout the
delivery process. Customers are more willing to use a service • Transparency
they trust, so make sure your customer is updated about Clear tracking and accessibility of all information on the
the parcel’s status, and if questions arise, support is easy to delivery process are especially important. Inform your
receive. For instance, the Boxberry International customer customers about status updates and possible delays to make
support team is available at a convenient time via a dedicated them feel the delivery is under control. ••
phone number for free all across Russia. A customer can also
contact our expert customer support via email or online chat
on the boxberry.ru website. Besides, popular messengers are
available for customer inquiries.

Another reason why a logistics business may need to be
customer-oriented is the competitive market. Due to
globalisation, the logistics market is highly saturated. To stay
one step ahead of competitors, use all available competitive
advantages. Great customer support could be one of them.

Customer service can help when things go sideways.
Unforeseen difficulties can negatively affect customer
experience. There might be situations when delivery doesn’t
go the right way. In this case, competent customer support
can help save the day and retain the customer. Any issues
with a parcel should be addressed and solved as quickly as
possible, and the customer needs to be communicated with.

ALEX KRASNOV, BOXBERRY INTERNATIONAL CCO
What is good customer support like? We at Boxberry
BOXBERRY INTERNATIONAL GIVES HIGH PRIORITY TO CUSTOMER SUPPORT.
International believe excellent customer service is based on
OUR DEDICATED CUSTOMER SUPPORT TEAM IS AVAILABLE AT A CONVENIENT
the following four factors:
TIME VIA CONVENIENT METHODS — ONLINE CHAT, PHONE, EMAIL, TELEGRAM,
AND VIBER. THE CUSTOMER SUPPORT TEAM CONSISTS OF EXPERTS IN
• Speed
CROSS-BORDER LOGISTICS WHO ARE IN REGULAR CONTACT WITH ALL THE
Waiting for a cross-border delivery may be hard — the
DEPARTMENTS OF THE COMPANY.
moment you paid for the order is the time you start waiting
for delivery. That’s why customer support has to be there ONE OF THE GREATEST ADVANTAGES IS WORKING WITH EACH CASE
when the customer needs it most and answer their questions INDIVIDUALLY, USING NO SCRIPTS OR PRE-MADE ANSWERS. CASES OF ALL
as quickly as possible. DIFFICULTY ARE GUARANTEED TO BE RESOLVED.
• Convenience WE AT BOXBERRY INTERNATIONAL KNOW HOW CUSTOMERS FEEL WHEN
Make sure your customer support is available via different WAITING FOR THEIR ORDERS FROM ABROAD. THAT’S WHY WE TAKE CARE OF
methods — text messages, phone, and email. Working hours MAKING CUSTOMERS FEEL AS COMFORTABLE AS POSSIBLE BY KEEPING THEM
are also important: most people are too busy to contact INFORMED AND ADDRESSING ALL THEIR QUESTIONS.
customer support during their working day and are more

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