Cargo

Cargo The Role of the Call Center in the Cargo Sector

In the cargo sector, which is growing rapidly with the increasing volume of online shopping, call centers establish the most intense contact with customers. The main question on consumers’ minds is often, “Where is my package?” To increase the satisfaction of your customers who contact your company through various channels to get this answer, you can design the most suitable workflows for your needs with Frontier and offer a seamless cross-channel experience

Your Customer Information is Safe with Frontier

Field teams can make calls during delivery without seeing the customer’s phone number. Customers also access the field team and the call center through the same infrastructure. This way, you increase the privacy and security of both your company and your customers.

Smart IVR System

With Frontier Smart IVR, customers who reach you can inquire about the shipment status with their phone or cargo tracking number without connecting to a representative. Thanks to Text-to-Speech (TTS), cargo information is read automatically. You can route the call to the correct representative by creating breakdowns within the IVR based on the received answers.

Take Satisfaction to the Peak with Chatbot & Voicebot

Automate voice and written channels in your cargo operations with Frontier bot technology, which can be quickly configured without writing code. Customers can inquire about the status with information such as phone/cargo tracking numbers without connecting to a representative; the necessary information is instantly transmitted. You can make continuous improvements by reporting all interactions.

Manage Missed Calls with Automated Calling

Instantly forward missed call information to the authorities. These calls are automatically uploaded to the dialer system and managed by the rules you define. Create and assign callback campaigns based on categories to representatives to quickly return to customers and increase satisfaction.

Monitor Your Branches in Detail

Manage your branches and users in different cities and locations from a single panel. Let regional managers only see their own regions, and branch managers only see their own branch; prevent branches from accessing each other’s reports and performance data. Authorized users, however, can monitor the entire operation with an overview and access reports.