Exceptional Live Operations as a Growth Driver

At Veho, my day to day is driven by our core value: Obsess over Experience. As the VP of Live Operations, my role is all about making sure our clients, their customers, and driver partners are supported every step of the way throughout their Veho experience. Our aim is to make excellence in customer service a key differentiator for Veho and a central part of our value proposition. We want to be the company that clients and customers know they can rely on for quick, efficient, and effective communication.

Why Effective Live Operations Matter for Growth

For shippers looking to boost their customer satisfaction, live text support can be a game-changer. A report by Incisiv shows just how important this is:

• 96% of brands say real-time delivery updates and tracking matter to their shoppers.
• 68% of shippers know that real-time text support is crucial for their customers.

By leveraging these strategies, shippers can make their operations more efficient, keep customers happy, and improve their bottom line. 

At Veho, we're dedicated to providing top-notch customer support and innovative solutions to help shippers reach these goals.

Veho’s Approach to Live Operations

Live Operations at Veho encompasses multiple functions: client support, driver support, customer support, pre- and post-route operations, and trust and safety. As an integrated unit, we aim to be the seamless connection point between our clients, their customers, and driver partners. An example of this is leveraging our real time communication tools and operations technology to facilitate address changes up until the morning of the delivery through communications with customers and drivers. We also work with clients, customers, and drivers to solve for difficult delivery locations and custom delivery instructions, turning what could have been a negative experience into a positive one.

One of the most significant aspects of our Live Operations is the ability to text our team about questions or requests (status of a delivery, delivery instructions, etc.), and get a response often within a minute during standard hours. This level of responsiveness is something we're incredibly proud of. It sets us apart from traditional carriers like where reaching a human quickly can be challenging.

Obsess Over Experience

At Veho, we live by our value of obsessing over experience. We win because we go above and beyond for customers at every interaction. This commitment is evident in both our everyday operations and our long-term vision. Whether it’s ensuring that a delivery goes smoothly or resolving an issue promptly, we put the customer at the center of everything we do.

Brands see their logistics and delivery partners as an extension of their brand. That’s why we strive to offer a seamless experience that reflects well on them. Our teammates and driver-partners are key to this process. By making them feel valued and heard, we aim to create a positive and supportive environment that enables us to deliver exceptional service.

Customer-Centric Innovations

Our vision of support is a core part of what makes Veho different. We want customers to be excited about receiving a Veho delivery, knowing that if there's an issue, they can quickly and easily get in touch with us. To achieve this, we constantly seek to adjust the customer experience based on their feedback.

We ensure that we’re exceeding expectations by innovating in direct response to our client and customer needs. For example, we're running a pilot with a key client to address a common pain point:

Current Pain Point

- Customers have to reach out to the merchant for reimbursement if there's a delivery issue.

Pilot Solution

- Veho facilitates the reimbursement process on the backend, making it a one-touch experience for the customer.

Benefit

- Veho simplifies the process for both the client and the customer, leveraging customer insights to continuously improve services.

The Power of Technology 

At Veho, being tech-forward is in our DNA. A relentless focus on technology allows us to offer innovative solutions and maintain high responsiveness. We're continually building out our capabilities, like implementing self-service features such as easy-to-access frequently asked questions and adding additional communication channels such as chat through our web and mobile applications. Our goal is to make it as easy as possible for customers to get the support they need in the way that suits them best.

Here are some examples: 

• Delivery instruction tool: Launching a delivery instruction tool on our website and mobile app, allowing customers to provide specific instructions like access codes for apartments. This systematic approach reduces the need for back-and-forth communication.
• Self-service features: Expanding self-service options so Veho’s clients and their customers can resolve common issues with minimal friction. This includes features like drivers using a question flow to document delivery issues or request support, a client portal currently in testing, more proactive messaging around delivery issues, and an enhanced delivery instruction form.
• Multiple communication channels: Expanding beyond text support to include other channels like chat within the mobile and web app, ensuring customers can reach us in the way that’s most convenient for them.
• Voice of the customer and driver partner insights: Gathering and acting on rich data we’re collecting from many sources; from behavioral data to feedback from customers and driver partners to continuously improve our services and address pain points directly.

Key Takeaways for Shippers

For shippers looking to improve their operations and customer satisfaction, here are some key strategies to position Live Operations as a growth driver:

1. Make support a differentiator:  Prioritize responsive and proactive communication with your customers about their deliveries. Quick and effective communication will set you apart from competitors.
2. Leverage technology: Explore AI-driven tools to optimize delivery routes and provide quicker, more accurate responses to customer inquiries. Additionally, introduce self-service features like a customer portal, proactive messaging for delivery updates, and multiple communication channels that give customers more control and choice over their deliveries. 
3. Focus on continuous improvement: Gather feedback from customers as often as possible.  Use qualitative feedback to improve your services, directly based on customer problems. Pilot new initiatives based on direct needs (such as the direct reimbursement case study mentioned above), to address pain points and improve the overall customer experience.

By using these strategies, shippers can turn live operations into a powerful growth tool, boosting efficiency, customer satisfaction, and profits.