The importance of logistics support teams

Introduction ⬇️

A support team serves customers and partners, stepping in as needed to meet expectations and ensure optimal customer satisfaction through the resolution of various issues. In the e-commerce logistics sector, where interactions are numerous, the support team is indispensable.

At Futurlog, our support team is here to answer (almost) all your questions! 😇

Situations where the support team can be called upon:

Dispute Management: Preparation errors, damaged or lost items, fraudulent returns, etc.
Delivery Issues: Long delays, tracking problems, billing errors, etc.
General Inquiries: Interface setup, return portal implementation, etc.

How support works at Futurlog:

At Futurlog, we are proud of our support team, a cornerstone of our services. By choosing us as your logistics provider, you gain access to a dedicated and human point of contact to ensure consistency and oversight of your operations. This contact supports you from the very start (tutorials, explanations, advice, etc.) and throughout your business journey. They assist in your growth and have an in-depth knowledge of our logistics interface, the challenges related to your e-commerce operations, and most importantly, how to resolve them. The process is as follows:

Online Knowledge Base: Accessible at all times with regularly updated articles, FAQs, and tutorials.
Ticket Submission: Through Zendesk or email, promptly handled by our team.
Phone Support: For urgent issues, available after a ticket is submitted.

Preventive Measures and Assistance:

We continuously work on preventive measures to ensure our clients are as self-sufficient as possible. Each new client receives a detailed consultation with their account manager, providing an opportunity to thoroughly explain our processes, introduce the logistics interface, and address any potential questions. The account manager will support them throughout their partnership with Futurlog, offering guidance and presenting key metrics. 🔢

A specific example:

You are a client looking to expand internationally by selling your products through a foreign store. How do you proceed from a logistics perspective?

In such situations, the support team is here to:

Advise on the preparation method (parcel or pallet)
Alert if certain products seem unsuitable for a particular delivery method
Secure the best quote from our partner carriers
Recommend the best transportation options in terms of cost and delivery time
Monitor the delivery process from start to finish 😊

2023 Performance:

Average first response time to a ticket: 26 minutes
Tickets resolved: Approximately 12,000
Examples of customer testimonials:

Futurlog has nothing to envy in its competitors: a highly competitive and excellent service. The team is very responsive and always available.

A highly beneficial partnership for our startup; the team is available and very flexible for custom requests.

FuturLog has been with us since the beginning. The teams are available, attentive, and responsive. The negotiated rates with carriers are quite advantageous. Overall, we are satisfied with this collaboration.

Futurlog supported us in launching our B2C operations. The team is professional, and their experience is evident. As a small company, we were reassured to have a logistics partner who instills confidence and adapts to our unique needs. The IT support is also very responsive during the setup. We highly recommend them!

I have been working with Futurlog for a year, and I am thrilled with the real change it has brought to our business! An excellent company that I highly recommend; they are very attentive, always available, and highly responsive. I have 100% confidence in the entire team!

I feel PEACEFUL, and I think that's the most important thing. The team is attentive and very responsive. I do not regret my choice. Thank you to them.

More customer feedback is available on Trustpilot or Google. Click on the links to discover them!

Qualities sought in a member of our support team:

✅ Excellent interpersonal skills

⌛ Responsiveness and autonomy

🇬🇧 Proficiency in English

🙌 Motivation

📦 Knowledge of the e-commerce logistics sector

Our upcoming projects?

In the context of AI development and with the extensive data we have collected over the past years through interactions with leading e-commerce brands, we aim to offer our clients a new way to get assistance.

With the rise of AI solutions like ChatGPT, we are becoming accustomed to interacting with and seeking help from artificial intelligence to receive immediate, comprehensive, and effective responses to our problems.

We firmly believe that we can provide faster support to our clients on key friction points in e-commerce logistics and transportation. This would be achieved through an AI-driven assistant available at any time to handle complex, automatable tasks. Moreover, it would know when to escalate issues to one of our support team members, keeping the human element central to our strategy.

Therefore, we plan to implement generative AI within our support team by the end of the year, aiming to deliver even higher quality and faster service than we do today, meeting our clients’ growth challenges!

Conclusion ⬇️

To conclude, the Support Team is one of the foundations of our activity; for you, it means having a dedicated point of contact. Without it, Futurlog cannot fulfill its role as a reliable logistics partner. We invite you to learn more about our approach & services by exploring our website. If you wish to be part of a dynamic and committed team, please check our job openings by clicking the following link. 🔗

A big thank you to our support team for their exceptional work and daily dedication! 🥇

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