Transportation has always been built on technological innovation. During different stages in history, the act of moving people and goods can be seen as a barometer of human achievement. In the 21st century, the industry has embraced the internet, geolocation data and AI-powered automation to great effect.
And yet many businesses that we speak to in this realm continue to persevere with archaic communications systems – built from a patchwork of legacy systems and carrier relationships in the different territories where they operate.
Here are five ways modern cloud communications services can transform your transportation business for the better.
1. Agile customer services
If your transportation services cross national borders, you’ll know what a headache it can be to scale your communications. Whether it’s messy, drawn-out contracts with traditional telco carriers, or patchy cloud services that don’t replicate the feature set or depth of coverage that you need.
And just because you send goods to or deliver services in a country, it doesn’t mean you will have established offices there. Identify a provider that offers consistently high coverage across multiple territories, available on demand and via API, and you will be able to quickly deploy virtual points of presence, regardless of the size of your physical operations. It’s the perfect opportunity for quickly deploying customer support in a new country.
2. On-demand delivery updates
SMS is the perfect channel for time-sensitive and business-critical updates, thanks to the high open rates of text messages. It’s also the preferred channel for millennials, with 60% saying they want to text their preferred businesses.Text messages are a great way to complement your existing voice communications for order confirmations, dispatch notices, arrival alerts and billing enquiries. With modern-day APIs, you can easily program these messages to be sent automatically, freeing up your agents team to deal and improving customer satisfaction.
3. Anonymized conversations
From ride sharing apps to food delivery services, there are plenty of use cases within the transportation industry that require communications between parties – such as drivers and passengers – who don’t know each other and don’t need each other’s contact details. Whether for voice or SMS services, using virtual phone numbers allows you to offer a temporary and anonymized line of communication that doesn’t cut you out of the picture – crucial if you’re operating a transportation platform in the sharing economy.
4. Growing sales with automation
Automation is transforming transportation, from passenger matching and route optimization to self-driving cars. And it can transform communications as well, with AI-powered speech analytics.
Real-time analysis of sales calls using tools such as call transcription and keyword scanning can be used to identify best practices from winning opportunities and train agents on how to best upsell someone to a premium seat, or effectively deal with frustrated customers complaining about a delayed delivery. Speech analytics can also help optimize business processes by lowering conversation times and increasing first-call resolutions.
Learn more about speech analytics for transportation.
5. Ensuring PCI compliance
Staying with automation for a moment, accurate transcription of calls is a powerful compliance tool. When passengers book tickets or customers pay for an order, they share sensitive personal credit information (PCI). With growing concerns over privacy and new the European Union’s GDPR drive, properly handling this sensitive information is an absolute must. Accurate call transcription and phrase detection can be used to identify PCI and automatically remove it from call recordings, saving you the costly hassle of doing this manually.