A survey of the world's 20 largest freight forwarders, conducted by online booking platform Freightos and Forrester Research, has found that 25% of forwarders fail to provide adequate points of contact online.
The report warns that companies face extinction within a decade if they don’t improve their online operations, despite progress made since 2015.
It noted that only one of the 20 major companies, Kuehne + Nagel, offered a prominent quote request form online. Only 15 companies provided an online contact form; nine offered instant quotes or catered to ad hoc requests; and just three quoted for sea freight orders of less than a container load (LCL).
Air freight showed more improvement than sea freight with three companies offering door-to-door air freight quotes.
However, all in all the report found that online services were “too general”, with some companies providing only a generic inquiry form or an email address.
(Source: The Loadstar)