Author(s)

Mengfei Ouyang ¹

Affiliation(s)

¹ Haojing College, Shaanxi University of Science and Technology, Xi'an, Shaanxi, 712046, China

Corresponding Author

Mengfei Ouyang

ABSTRACT

With the rapid development of the e-commerce industry, corporate customer service levels have become one of the core competition factors for e-commerce companies. The e-commerce industry based on Internet technology has developed rapidly in the past few years. At the same time, logistics has become an indispensable part of the e-commerce industry. Customer service is an important part of e-commerce companies, but its impact on logistics costs cannot be ignored. The study found that the impact of e-commerce company customer service on logistics costs is mainly reflected in: return and exchange services; after-sales service: customer service; express delivery timeliness requirements. These services require the investment of a large amount of human and material resources, thus increasing logistics costs. To reduce this impact, e-commerce companies can take some measures: reduce return and exchange rates; optimize after-sales service; reduce customer service costs through automation technology and online consultation; optimize logistics processes, improve logistics efficiency, and reduce distribution costs. The research results of this article have certain reference value for e-commerce companies when formulating customer service strategies.

KEYWORDS

E-commerce, Customer Service, Logistics Cost Management

CITE THIS PAPER

Mengfei Ouyang, Research on the Impact of Customer Service Level on Logistics Cost Management. Industrial Engineering and Innovation Management (2024) Vol. 7: 1-7. DOI: http://dx.doi.org/10.23977/ieim.2024.070101.

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