Ready when you are
Book a free 30-minute consultation — no pressure, just answers.
Book a consultation → Industries · Logistics & SaaS
Airsense outsourcing for the Logistics Industry
Who this is for: last mile delivery startups, digital freight and load matching platforms, ecommerce fulfilment operators, 3PL and 4PL providers, fleet and dispatch technology teams, cross border and Africa trade logistics companies, and supply chain SaaS founders scaling client facing operations without ballooning headcount. Positioning note: Airsense does not sell seats. We recruit, train, legally employ, and stay accountable for the outcomes of the teams that run your shipper, carrier, and consignee conversations. You own the promise to the customer. We own delivering against it.
↓
Backlog and queue health
90%
Net Promoter Score (NPS)
95%
Proof of delivery completion rate
Industry challenges
Where Logistics operations get complex
Logistics runs on time windows and trust. When a shipment goes quiet, the customer does not care whose leg of the chain failed. They want an answer. These are the operational pressures we are built to absorb.
Track and trace overload
The single largest volume of inbound contact in logistics is "where is my order." Shippers, consignees, and marketplace buyers all want real time status, and every unanswered ping erodes confidence in the platform.
Delivery exception storms
Failed delivery attempts, address disputes, misroutes, damaged cargo, and demurrage or detention queries arrive in unpredictable spikes. Without a trained tier to triage and resolve, exceptions clog dispatch and inflate cost to serve.
Onboarding friction on both sides of the marketplace
New shippers need help posting loads, setting rates, and understanding SLAs. New carriers and riders need help completing verification, uploading documents, and learning the app. Slow onboarding kills liquidity.
After hours and weekend coverage gaps
Freight moves around the clock, but most early stage logistics teams cannot staff overnight. Silent hours become churned customers and stranded drivers.
Multi stakeholder coordination
Operations teams, administrators, managers and partners require consistent communication across multiple touchpoints.
Proof of delivery and documentation lag
Incomplete POD capture, missing waybills, and slow reconciliation of delivery records delay billing and trigger disputes.
Typical workflows
The work we take on for Logistics
We extend your customer operations capacity across support, onboarding, administration and customer engagement, helping your team deliver a consistent experience at scale.
Shipment status and track and trace desk. We field "where is my order" contacts across every channel, pull status from your TMS or tracking layer, give the customer a clear ETA, and set expectations when a delay is real. Repetitive status pulls are deflected to a chatbot with a live agent standing behind it.
Delivery exception handling. We triage failed attempts, address corrections, reschedules, misroutes, and damage or shortage claims. We categorise the exception, action what the playbook allows, and escalate the rest to dispatch with clean, complete context so the operations team touches only what needs a human decision.
Shipper and carrier onboarding. We walk new shippers through posting a first load, reading a rate quote, and understanding service levels. We guide carriers, riders, and drivers through verification, document upload, and app setup, chasing the incomplete steps so accounts activate instead of stalling.
Order and booking support. We take and confirm bookings, answer product and service area questions, handle rate and quote enquiries, and manage changes, cancellations, and reschedules against your rules.
Ticket and helpdesk operations. Every contact becomes a tracked ticket. We manage the queue against SLA, tag by issue type, resolve at first contact where possible, and route the rest to the right owner. You get a clean audit trail and a live view of what is breaking.
Proof of delivery and record support. We chase missing POD, waybill, and consignment records, flag gaps, and keep delivery documentation complete so billing and reconciliation are not held up.
Omnichannel and data administration. We consolidate phone, email, chat, WhatsApp, in app, and social into one view, and we keep the underlying records clean: carrier data, rate cards, service area coverage, and SKU or product listings.
Community and social presence. We manage comments, WhatsApp groups, and social channels where drivers, shippers, and buyers gather, moderate the space, and surface recurring issues back to your product and operations teams.
Commercial support. We qualify inbound shipper and enterprise leads, book demos and discovery calls, coordinate meetings, and keep account records current so your commercial team walks into every conversation prepared.
Knowledge base and support content assistance
Social media customer support and response management
Customer feedback collection and issue categorisation
Operational reporting and support administration
After hours support and queue management
Recommended services
What we would run for Logistics
We combine customer support, operational administration and AI assisted workflows to help Logistics scale customer operations without adding unnecessary internal overhead.
Customer Support
Email, live chat and phone support, helpdesk management, product questions, issue resolution and escalation across the customer lifecycle.
Customer Onboarding Support
Support customers through onboarding, account setup, product education and early adoption while escalating complex implementation requirements internally.
AI Assisted Customer Support
AI supported ticket classification, knowledge retrieval, response drafting and workflow triage with human escalation for complex cases.
Business Operations
Product listing administration, data entry, data validation, account administration and recurring operational workflows.
Helpdesk & Ticket Management
Manage ticket intake, categorisation, prioritisation, SLA tracking, escalation and customer updates throughout the resolution process.
Customer Engagement
Manage customer conversations across social channels while identifying recurring issues, product feedback and opportunities for proactive engagement.
Success metrics
What good looks like for Logistics
Performance is measured against agreed service levels and business outcomes, with reporting focused on customer experience, operational efficiency and SaaS adoption.
<5m
First contact resolution rate
85%+
Customer satisfaction
99%
Data accuracy
24/7
Support coverage
Scale customer operations without scaling complexity
A 30 minute consultation. We map your support volume, customer workflows and operational requirements, then show where a managed team can improve efficiency and customer experience.