How to Retain More Clients as a Package Forwarding Company?

According to the data, in 2022, the freight forwarding market was sized at around 161 billion euros and is only expected to grow in the coming years – even up to 207 billion euros by 2025. There are new companies joining the market virtually all the time, which creates more variety but also can make it harder for the already existing companies to retain their clients.

We live in the day and age when customers expect much more than just fast, efficient delivery. Package forwarding companies that want to grow and stand out from the competition need to make sure that they provide excellent customer service. It’s also crucial that they quickly resolve any issues and know how to recognise and reward loyalty.

In the article below, you will find the essential information about all the factors you should consider if you want your package forwarding company to retain more clients.

Offer Excellent Customer Service

The importance of customer service cannot be overestimated, especially for package forwarding companies. Your customers expect that the whole process of forwarding their parcels will be seamless. After all, they pay you for package handling service and a shipping fee (which can be considerable in the case of international shipping), so they want to rest assured that everything’s going to be handled professionally. However, sometimes things go wrong or simply don’t go according to the plan. That’s where your customer service comes into play.

Great customer service should focus on treating customers well, answering questions and exceeding their expectations. By approaching their issues with patience and courtesy, you can avoid unnecessary frustration. It can help your business engage customers and build strong relationships. Once the contact with the customer is established, you need to keep it until they’re satisfied with your answers or their problem is resolved.

Show Appreciation to Loyal Customers

If you want to retain more clients, you need to show them you appreciate them and value their loyalty. This is one of the most underestimated and often overlooked marketing strategies but, at the same time, one of the most effective. Showing your appreciation in any form is an excellent way to thank your customers for using your service, encourage them to continue to do so as well as refer new clients to you.

You can go about it by sending the customers who repeatedly use your services a personalised thank you email. Besides a short message of appreciation, it should also include a promo code or a discount. Moreover, you can run a small competition, e.g., a raffle, and allow your loyal customers to enter it. Surprise the winner with a significant discount or offer them free package forwarding service next time they need it.

Respond Quickly

A package forwarding company known for providing helpful responses to all its customers’ queries and problems is going to be highly valued among the competition. Of course, your website should include a FAQs section, but there might be times when customers won’t understand something or will have further questions.

It’s also important to make sure that you reply to every message in a timely manner. If you don’t, your clients might feel ignored and get frustrated. For the most common questions, a chatbot on your website might be just fine, but you should always have a customer support specialist available to your customers as well.

Use Social Media

Social media like Facebook or Twitter is a valuable tool as it allows you to communicate with your existing and potential clients about all kinds of topics related to the industry. By sharing interesting news about the market, upcoming changes, and other relevant information, you can build authority in the field and gain people’s trust. They are more likely to use the services of companies who go with the times and are visible and accessible on social media.

You don’t need to create anything too complicated – just share regular updates about important topics regarding shipping services, like taxes or customs duties and regulations, or tips on how to save money when shipping abroad.

Conclusion

In the age of technology and innovation, package forwarding companies need to be on top of their game to be successful. If you want to attract new customers and retain the existing ones, you need to go the extra mile to stand from the crowd. While you may think that it’s enough to provide a great product at an affordable price, you need to make sure that the audience is happy with what they’re getting. After all, happy customers are the key to your business success.

Follow the tips above to ensure that you offer excellent customer service, respond quickly to all messages, show appreciation to your loyal customers, and remember to be active on social media. Be patient and consistent with your efforts, and soon you should see great results.

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