Service
Logistics Support
Delivery questions are the highest-volume contact reason for many product businesses, and they arrive with the customer already frustrated. We handle the customer side of logistics and coordinate with your carriers and warehouse so cases actually close.
What the team handles
Logistics Support
- Where-is-my-order and tracking queries
- Delivery exceptions, delays and failed deliveries
- Returns coordination and label handling
- Carrier and warehouse follow-up on open cases
- Proactive updates on known delays
Scope is confirmed with you during the design stage and written into the operating plan before the team goes live.
Measurement
Metrics usually agreed for this service
Targets are set with you before launch. These are the measures the conversation normally starts from — the numbers attached to them are yours to define.
- 01
Time to first update on an exception
Target set per client
- 02
Case closure rate without repeat contact
Target set per client
- 03
Carrier follow-up turnaround
Target set per client
- 04
Repeat contact rate
Target set per client
- 05
CSAT on delivery-related contacts
Target set per client
Reporting cadence, escalation thresholds and the review meeting rhythm are agreed alongside the targets themselves.
Before you commit
Practical questions about logistics support
The questions buyers ask once the brochure stage is over.
- Can your team contact our carriers directly?
- Yes, where you give access and a defined mandate. What the team can promise a customer is agreed with you first.
- Can you handle peak periods?
- Peak planning is part of the operating plan. We size in advance rather than reacting once queues have already grown.
Where it fits
Sectors that most often run logistics support as part of a dedicated team
Next step
Talk through logistics support for your business.
Bring your current volume, tooling and response targets. We will tell you what a workable team looks like — including when the answer is a smaller one than you expected.