Customer success is our number one priority here at Freightview. Last month in Talking Logistics with Adrian Gonzalez, Nick Roberts published a great article entitled "Maximize Your TMS Investment with Excellent Customer Support." In it, he details how building a strong, tactical relationship with your TMS's support team can help you get more bang for your buck out of your TMS.
At Freightview, we are advocates for the shipper with our support team at the front lines. Roberts brings up some great points about keeping open and strategic communication with your TMS, and we thought it would be great to start some dialogue with our own support team here on our blog. I talked with Katie Ryan, our team lead on the support team, about some of the questions and concerns Roberts raised in the article. I've taken some of our favorite questions from his post, paraphrased and tailored them to our platform, and included them below. Here's what she had to say:
What type of support does Freightview provide after implementation/set up?
Our team is on call Monday through Friday, 7:30-5:30 CST. We are available via live chat, phone, and email for any questions, concerns, or feedback. Once your account is set up and you are properly connected to your carriers, our software is largely self-service. We have an instant connection with carriers and we try to make our software as user-friendly as possible, so you won't have to worry about maintaining or updating your account. In the event that you run into any issues, our support team is lightning fast, responsive, and friendly.
How will Freightview continue to expose me to other areas of value to continue to increase my return on investment?
New features are rolled out weekly. We make sure to communicate these in our newsletters and on the blog, and reach out directly to customers who have specifically requested them. Our support team also checks in periodically to get feedback and let you know about new features.
How easy is it for me to get in touch with Freightview support?
The Freightview support team is just a call or click away. Responses are immediate during business hours.
How are issues or incidents escalated on your team?
We have an agile approach to escalating and resolving issues. The support team has direct lines of communication with our management and developers, so we can prioritize and alert the right people instantly. We make sure to send updates about features you've requested or issues you've reported. We even have automatic alerts in place for when there are problems with the website, so we can catch major problems immediately.
Can I expect a single point of contact through resolution?
Absolutely. Our team handles issues directly, with one support rep handling each issue. That rep will see the issue through to resolution. If the issue requires escalation to management, a manager may get in touch with you as well.
Do you have any self-service materials that I can reference so I can get a better understanding of Freightview's basic functions?
If you'd like more information about Freightview's basic functions, check out our blog. We update it weekly with tips and tricks on how to get the most out of your Freightview account, as well as how-to's on new features. Here are some favorites from the archives:
Booking capabilities at a glance
How does Freightview connect with my rates?
Quoting page at a glance
Sharing your shipments
How Freightview can benefit your whole company
If you're interested in some solutions that are more specific to your company, you can contact us with more questions. Roberts outlined some strategic questions to think about in his Talking Logistics article that we would like to hear your feedback on:
What business changes are coming up in my organization that could be addressed by Freightview's technology or services?
What are we not taking advantage of today that would be of interest?
How could we change our business processes to better align with the Freightview process?
How are other customers handling similar issues?
Check out this Talking Logistics article for yourself to learn more about how you can use our support team to save you money. You can contact us at firstname.lastname@example.org or at (913) 353-6188. We love hearing your feedback and can't wait to help you get even more out of Freightview!