The strategic importance of logistical support in satisfying and retaining your customers
In the e-commerce sector, where order flows and customer interactions are a daily occurrence, logistics support plays a central role. An effective support team not only resolves issues quickly, but also ensures an optimal customer experience.
At Futurlog, we know that responsive, personalised support makes all the difference. That’s why our team works with each customer on a daily basis to meet their needs and anticipate their logistical challenges.
When should you contact the support team?
There are many situations in e-commerce logistics that require support intervention.
The main cases encountered are quite telling; first, there is dispute management: preparation errors, damaged products, lost parcels, abusive returns. Then there are delivery problems: excessive delays, tracking difficulties, billing errors. And finally, there are general questions: setting up the returns portal, starting CMS/marketplace integrations, and how the tools work.
How support works at Futurlog
We place logistics customer service at the heart of our offering. Each customer is assigned a dedicated contact person who supports them from the moment they join and throughout their partnership. This manager has in-depth knowledge of the logistics interface, the specific features of each activity and the appropriate solutions.
Our support is based on three complementary levels of assistance. First, an online knowledge base with FAQs, tutorials, and articles that are regularly updated so you can quickly find answers to the most common questions. Next, a ticketing system via Zendesk or email, which is quickly handled by our team for all your specific requests. Finally, telephone support is available for urgent cases, accessible after opening a ticket to ensure optimal processing of your request.
Prevention and personalised support
At Futurlog, we don’t just react: we also work proactively. Each new customer benefits from a detailed meeting with their account manager, who presents the logistics interface, explains the processes and answers any questions.
This support continues over time with several very important steps, including advice tailored to growth challenges, highlighting key performance indicators, and constant availability to anticipate problems.
Practical support for your projects
Let’s imagine a brand that wants to export its products to a foreign store. Our support team intervenes at several levels to secure the operation. It begins by advising on the most suitable preparation method, whether for individual parcels or full pallets. It then checks that the products are suitable for the chosen delivery method to avoid any problems along the way.
The team also negotiates the best quote from our partner carriers and recommends the optimal solution in terms of cost and delivery times. Finally, it monitors the delivery from start to finish to ensure the success of the project, from departure from the warehouse to final receipt.
Our performance in 2023
The quality of our support can also be measured in figures:
- Average time for initial response: 26 minutes.
- Tickets resolved: approximately 12,000.
- Customer satisfaction rate: rising sharply, confirmed by positive reviews on Trustpilot and Google.
Excerpts from customer testimonials:
“I feel calm and I think that’s the most important thing. The team is attentive and very responsive.” – Anna, Niir
“Competitive and excellent service. The team is always there and efficient.” – Jessica, Monti Family
“A very beneficial partnership for our start-up, the team is flexible and available.” – Benoît, Adapto
“Futurlog has been with us since the beginning. The teams are attentive and very responsive.” – Romain, We Are Rewind
The qualities of good logistical support
A successful support team member must combine several key skills: excellent interpersonal skills, responsiveness and unfailing autonomy. They must also be fluent in English to be able to assist international customers and, finally, have a good knowledge of the logistics and e-commerce sector.
The future of logistics support: AI at the service of customers
At Futurlog, we innovate to make our support even faster and more efficient. Thanks to generative artificial intelligence solutions, we are preparing to integrate a virtual assistant dedicated to e-commerce logistics.
This future tool will be designed to instantly answer recurring questions and automate certain tasks, while leaving room for humans to handle complex situations. Our goal: to offer an ever-improving service capable of keeping pace with the rapid growth of brands.
In conclusion
Logistical support is a strategic lever for the success of e-commerce brands. At Futurlog, it’s not just about solving problems: our support team is a true growth partner, ensuring smooth and reliable operations.
👉 Discover our services and join the many brands that place their trust in us. And if you want to be part of a dynamic team, check out our job offers and help build the e-commerce logistics of tomorrow.
Because it ensures smooth operations and customer satisfaction. Good logistical support allows to quickly solve problems related to orders, returns or transport, while anticipating the needs. At Futurlog, each client benefits from a dedicated contact person capable of monitoring their activity, anticipating blockages and ensuring seamless continuity.
Our support is built on three levels of coaching: 📘 24/7 online knowledge base, 🎫 a ticketing system run by our experts via Zendesk or email, 📞 and dedicated hotline for emergencies. This structure guarantees an average responsiveness of 26 minutes and personalized follow-up for each request.
Where others limit themselves to execution, we place humans at the heart of service. Our customers are never alone: a dedicated Account Manager, a responsive support team, to further accelerate the responses. Result: proactive support, deadlines met, and a customer experience up to the level of the most demanding brands.