2. Increase communication and visibility with your 3PL to boost customer support programs.
In addition to improving KPIs for operational processes, 3PL data also elevates another key business function for retail brands during a peak season: customer support programs.
All year long, but especially during back-to-school and holiday peak seasons, shoppers expect retailers to provide quick responses and resolutions to any order issues that may arise. This is why it’s key that customer support programs and agents have easy access to their 3PL data, from order statuses and delivery times to delays and returns. This visibility, which comes via integrations from the 3PL, gives customer support teams the insights needed to sort out shopper order issues, no matter the channel the customer query comes from.
3. Treat your 3PL as an extension of your business (all year long).
Retailers spend copious amounts of time and resources crafting their business strategies, curating their product offerings and attracting customers. That’s all the more reason retailers should prioritize establishing a relationship with their 3PL that goes beyond being just a service provider. A 3PL should be a true partner, an extension of the brand.