In 2025, the use of chatbots in the logistics sector will focus on customer service and after-sales, said Adriana Sánchez , Sales Manager for Sinch Latin America, who said that previously the use of this tool was only to send notifications.
“2025 is definitely a year in which this issue of customer service for logistics will pick up, because previously these channels were mostly used for notifications; today we see more of a customer service issue, an after-sales issue,” he explained.
In an interview with T21 , the specialist indicated that when talking about the logistics sector, it is necessary to consider omnichannel to communicate with customers , since nowadays it is important to reach consumers through the channel they prefer, whether it be a message via WhatsApp, SMS or RCS (enriched message).
Sánchez said that conversational chatbots are becoming more important for this industry because users are looking for immediacy and want to know the status of their products or orders.
“It is not the same thing that I have to go to the website and enter my order, as now that I am used to using a WhatsApp channel every day and writing to check the status, give the order number and receive an immediate response,” she stressed.
He indicated that this information can be automated through chatbots , and a query can be made that meets the consumer’s needs and that the bot is able to understand, even if a person is required to resolve a certain issue.
“When I have tools that integrate with each other, I have the communication channel, the chatbot and the customer service platform, I can complete that complete customer cycle and serve them instantly,” explained the manager.
Adriana Sánchez highlighted the omnichannel approach that must prevail in the logistics sector, because in this way customer expectations will be met by answering a question through the medium of their choice.
“It is very important for logistics companies to have omnichannels, that is, to have all channels available and for users to be able to choose where they want to contact them,” he added.
The increased use of disruptive technologies, such as Artificial Intelligence (AI) , has generated an increase in the implementation of cloud communication in channels such as chatbots that e-commerce and marketplace companies , and other industries, have developed to provide better service to their customers, an issue that logistics is targeting for this year.
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