As a delivery service provider, you need to do something that will help you edge past your competition. You have to offer something more than your competitors are not doing. One of the major complaints about delivery companies is that they have poor customer support service and no one in the company can say when the goods will be delivered.
It is time that you turn this complaint into a bonus for you. If you already have a customer support team in place you need to make sure that they get the proper training so that they can be of assistance to the clients. In case, if you don't have the department in your delivery facility, then you need to look into it and come up with a customer support team. This department, often ignored is extremely vital.
Give proper training to this department from time to time. Make them tech-savvy and teach them how to use applications so that they can track the order and give live updates to the client as and when required. You also need to upgrade the tracking system. The old methods don't work anymore. You have to install the latest, state-of-the-art tracking system in your office so that every delivery is on sight. This will be a one-time investment but will be really useful for the company in the long run.
Whenever you get any query from the client, answer it immediately. In case the answer is not ready or you need to check with your delivery team, convey the same to the client and give them a deadline within which you will get back to them. Any client will really appreciate the fact that you are putting in a genuine effort to ensure that the goods get delivered on time. At the end of the day, it is these small things that really matter and will give your company a cut above the others.