Customer service should be a conversation rather than a cold, lifeless script: Arjun Singh

Over the past 2 years, on-demand delivery apps have taken the market with a storm. Aiming at connecting local businesses to its prospective customers around the vicinity, such apps and services have thrived to create a room in the market in almost no time.  

Touted as a catalyst for faster deliveries, such third party delivery apps have the potential to disrupt the regular delivery models and replace logistics with on-demand. Retailer Media spoke to Arjun Singh, Founder, LogiMonkey to know more about how its helps small businesses with a uniqueness of seamless on-demand pickup and delivery services.

Talk to us about LogiMonkey App and its features?
LogiMonkey is a multi-faceted delivery service. From misplaced or forgotten items to food, from same day gift delivery to grocery or medicine delivery. LogiMonkey cater almost every need within the network. The service works on aggregator model where main delivery workforce will be connected through smartphone apps and be deployed as and when needed.
The core concept of LogiMonkey is based on point-to-point delivery in the quickest possible time. Unlike conventional courier or a delivery company, LogiMonkey does not work on pick-warehouse-schedule-drop model. The weakness of this model is in the time consumed in the whole process as the packages are handled through multiple points in batches resulting escalated time of delivery. On the other hand, in the LogiMonkey model, the package is delivered in almost real-time taking the shortest route; batches are primarily based on the route that follows a time-feasibility paradigm.

How has been the customer response so far?
Customer service should be a conversation rather than a cold, lifeless script. Given the fact of flexible responses, till now all the vendors and customers that have trusted LogiMonkey have been served exceptionally well and they stand completely satisfied and happy.

How has been the segment wise response? Which segment (personal, corporate, medical etc.) has shown high traction?
Most businesses are constantly striving for ways to improve processes, deliver better service, provide a better experience for their customers and generally move upward and onward. Today’s customers want instant gratification, and they expect concerns and errors to be addressed rapidly and sufficiently across multiple channels. In today’s scenario, personal deliveries win the race as compared to other segments in the B2C market.

Explain the usability of this app?
It is designed to specifically address the issue of time management by providing a helping hand to people to do all their field errands and routine pick and drop jobs. It was designed keeping in mind providing maximum convenience to the public at large.

How well have customers engage with local businesses using the app?
Customer engagement is no longer a series of one-off experiences—it's an ongoing dialogue. Today, it’s a customer who decide if and when to communicate. Our job is simply to give them the tools that make the interaction and communication easy and natural. Not only should these tools be easily accessible and highly visible. When you put control in their hands like providing an application, you're more likely to be able to meet their needs, you also win their trust, and ultimately, you build the loyal customer base you need to grow and succeed. Hence, B2B is going really well and serves the bulk percentage of my revenue generation.

Share with us some numbers. (Total downloads, queries per day etc)
We have around 200 plus customers. We receive 7-9 queries per day in Gurgaon only.

Customer Reviews
I would say delivering anything is neither a rocket science, nor it is a novel. It’s not just that someone orders and someone delivers. It is a hidden complex process which we are trying to make it look easy and smooth. Though, in customer’s eyes, LogiMonkey has delivered impressive services. People are happy and satisfied with the valuable services they have availed so far.