There is a growing self-service culture emerging worldwide in recent years. For the U.S. this is no exception, and we have seen a major shift over the last few months, fueled and accelerated by the COVID-19 pandemic. This not only impacts how small businesses are managing their daily operations but also how they manage their supply chain. In this article, we will look to define what we mean by self-service culture and how Twill can help you self-manage a more stable supply chain.
October 21, 2020
When we think about self-service in our daily lives, we may think about self-service checkouts at supermarkets, or getting fuel for our cars and paying at the pump. But self-service is defined as offering customers tools and information in order for them to find answers to their questions and gain a better experience with a product or a service. Today this is increasingly a digital task, with the creation of self-service portals aimed at providing customers with instant access to information while saving them time and valuable organizational resources.
According to a study from Salesforce – a cloud-based software company focused on customer service – approximately 60% of businesses expect to implement self-service portals within the next 12-18 months1. With the growth of AI technologies, including chatbots and virtual agents, companies try to digitalize their customer care solutions and save customers time and money. These are further supported by other self-help tools like FAQ sections, so businesses can find answers quickly and efficiently.
Especially throughout the COVID-19 pandemic the self-service culture has grown. With social distancing in mind, self-service is a valuable solution to the current unprecedent situation. Many people as well as businesses try to keep their touch points on a digital level. And with that come a lot of digital solutions which do not only prevent people from gathering together but also save time and costs.
How does Twill accelerate the digital self-service culture in a shipping context?
At Twill we have always valued customer care and contact but in the digital way. We offer customers various options to book and manage their shipments in a very simple and intuitive way:
Moreover, we provide you with transparent pricing and a loading guarantee. And finally, every Twill booking is supercharged by industry leader Maersk, providing you with access to a trusted global network. With that, you can save your business valuable time, because we understand that saving time also means saving money.
So, now it’s time to see what Twill can do for your business.
Sign up now and explore a new logistics service for new ways of working.