In recent years, safety and reliability have become paramount concerns in the moving industry. While moving companies focus on generating more leads, most customers are searching for reputable movers they can trust. A closer examination of even the most reputable names in the industry—Allied, United Van Lines, Atlas—reveals numerous negative reviews citing overcharges, delayed shipments, and broken promises. The complexities of long-distance moving undoubtedly contribute to these issues. However, the solution lies in addressing the root cause: standardizing the sales process and enhancing transparency regarding customer expectations. The USMPO looks to modern solutions, such as Ai moving softwares, as a solution to this age-old dilemma.
Often lacking, the crucial element of setting the right expectations from the beginning is the key factor for an optimized customer experience. Implementing moving software, such as AI-driven sales processes, can help movers establish a standardized, systematic approach that minimizes human error. Such technologies can also be used to communicate mandatory compliance protocols, such as the FMCSA’s consumer’s rights and responsibilities handbook. By doing so, moving companies can ensure a safer and more reliable service, ultimately reducing the incidence of negative experiences and improving customer satisfaction.
Ai Moving Software for Accurate Inventories
Accurate inventories are crucial for determining and calculating pricing in the moving industry. Traditionally, these inventories are taken over the phone, and if done incorrectly, they can lead to significant cost overruns. For instance, if salespeople are not thorough, or the shipper is in a rush to get off the phone, it can result in estimates that are underquoted by thousands of dollars. Often, salespeople may deliberately underestimate the number of items, intentionally omitting commonly overlooked items such as box-count, rugs, lamps, and wall fixtures, to give the customer a cheaper price up-front. Even when a mover conducts an in-home estimate, accurate pricing still depends on their software, ethics, and diligence.
As a solution, moving softwares can introduce a standardized system that holds salespeople and estimators accountable by ensuring they ask the necessary questions before proceeding. For example, the software could prompt the estimator to confirm whether they have explained what a cubic foot is to the customer and inform them that exceeding the cubic footage will incur additional charges based on the price per cubic foot.
AI moving software can guide salespeople through a structured inventory assessment and price calculations, ensuring all necessary items are accounted for and accurately recorded. By standardizing this process, AI minimizes the risk of neglect or miscalculations that could lead to inaccurate pricing and unexpected costs that plague the industry. This would create a system of checks and balances within the software, holding both shippers and salespeople accountable for the information they disclose before moving on to the next part of the process.
Featured Software: SuperMove’s Ai Sales Co-Pilot
Human error is a significant factor contributing to issues such as inaccurate estimates, miscommunication, and service inconsistencies. One such moving software that has recently introduced features to focus on this issue is the AI Sales Co-Pilot by SuperMove.
The AI Sales Co-Pilot automatically records, transcribes, and scores every sales call, providing full transparency into the customer-seller dialogue for all parties involved in the move. The software can also be used to train salespeople, and ensure they are held accountable to a company’s rules, procedures, and code of conduct (A factor that is essentially important as sales teams become more remote). This eliminates the “he-said/she-said” scenario when discrepancies and problems arise, mitigating the risk of essential information being omitted.
A prominent feature of this software is its real-time pop-ups, which guide salespeople on the specific questions to ask and services to offer. While primarily designed to help sellers handle objections and upsell services, these prompts can also be customized as a safety regulation measure, enhancing customer service ratings and generating positive customer feedback. By ensuring all necessary information is communicated and documented, the AI Sales Co-Pilot, can be utilized as an invaluable tool for a company looking to grow into higher standards of customer service.
Upholding the Balance between Capitalism and Ethics
In an industry where the cost of lead generation has tripled in the recent years, one of the most challenging aspects of running a moving business is ensuring that salespeople are both assertive in handling leads, while remaining compliant with ethical responsibilities and the company’s code of conduct. Striking this balance is essential for building trust with customers and growing a sustainable business. Newly emerging Ai moving software, such as SuperMove’s Ai CoPilot, can play a critical role in maintaining the integrity of the moving industry by ensuring accurate pricing and adherence to ethical standards. By providing real-time guidance, automated call recording, and performance monitoring, the AI Co-Pilot supports sales teams in delivering transparent, reliable, and ethical service, ultimately enhancing customer trust and satisfaction.
Here are some notable key features:
Real-Time Guidance and Compliance Prompts: The software provides real-time prompts that guide salespeople on what questions to ask and the services to offer. These prompts ensure that all necessary information is communicated to the customer, reducing the risk of omissions or inaccurate pricing. By systematically asking the right questions, the AI Co-Pilot helps salespeople provide precise and transparent estimates, thus upholding the company’s commitment to honesty and integrity.
Automated Call Recording and Transcription: Every sales call is automatically recorded and transcribed, providing a complete and accurate record of the customer-seller interaction. This feature not only promotes transparency but also serves as a valuable training tool, allowing managers to review calls and provide feedback. The ability to score calls based on predefined criteria helps ensure that salespeople consistently follow the company’s best practices and ethical guidelines.
Ethical Sales Practices: The real-time guidance provided by the AI Co-Pilot helps salespeople navigate the fine line between aggressive lead handling and ethical responsibilities. By embedding ethical guidelines and compliance checks into the sales process, the software ensures that salespeople adhere to the company’s code of conduct. This feature helps prevent unethical practices, such as underestimating inventory or omitting important cost information, thereby protecting the company’s reputation and fostering customer trust.
Accountability and Performance Monitoring: By scoring sales calls, the AI Co-Pilot holds salespeople accountable for their performance. This accountability ensures that salespeople are diligent and thorough in their interactions with customers, which in turn fosters trust and reliability. Managers can monitor these scores and identify areas for improvement, ensuring that the sales team maintains high standards of conduct.
Customizable Safety and Regulation Measures: The AI Co-Pilot can be tailored to include specific safety and regulatory measures, enhancing the overall customer experience. For instance, the software can prompt salespeople to inform customers about additional charges for exceeding cubic footage or the importance of including commonly overlooked items in the inventory. These measures help ensure that customers receive accurate and comprehensive information, leading to better-informed decisions and increased satisfaction.
A Call for a Standardized Sales Process
In an under-regulated industry like interstate moving, ensuring safety and providing reliable service are paramount yet challenging goals. One of the most effective ways to address these challenges is by standardizing the sales process using smarter moving software. By doing so, AI can eliminate human error and provide accurate pricing, leading to an optimized customer experience and fewer disputes. Most notably, in upholding our mission, AI can be used to enforce compliance with industry regulations and eliminate deceptive practices by providing prompts and checklists. This reduces the risk of fraudulent activities such as underestimating inventory to secure a lower price, protecting both the customer and the company. The USMPO recognizes and applauses tech forward software companies, such as Supermove, who are brining innovative solutions to an industry that is technologically lagging.