We all know that good customer service is crucial, but once you get down to trying to define what goes into it, not everyone is on the same page. According to Salesforce.com:
- To some, good customer service is as simple as solving problems and offering solutions in an expedient manner. To others it means overall pleasantness and politeness from those who represent the frontlines of the company.
- In defining good customer service, there isn’t a right or a wrong….Good customer service is partly defined by the industry, but a large part of how your company defines it will determine what good customer service means to you.
At CustomsNow™, based on our years of experience with our clients and their needs, our customer support is laser-focused on being subject matter experts who are extremely responsive to our clients’ requests for assistance.
Unlike the typical ABI software provider, the CustomsNow™ support team consists solely of Licensed Customs Brokers with decades of hand-on experience in the trade at large importers (including self-filers), brokerage and freight forwarders — instead of just software engineers. Not only does our support team have deep and wide knowledge of our software solutions, they are up-to-date on all the hot topics in the importing/exporting world — including, of course, ACE — and the latest legal changes.
“Our team expected training and consultation to end after implementation but that has not been the case at all. CustomsNow™ is always extremely responsive and helpful whenever we have questions on how to submit entries or on procedures with Customs and PGAs. The CustomsNow™ team has extensive knowledge and keeps up-to-date with industry hot topics to stay in front of ever-changing demands. I would highly recommend the team and their software…”
– Bethany Aquino, CGBP, LCB, Intl. Business Logistics Manager, SCA Americas
When you have questions, CustomsNow™ respects that you’ve got a job to do and need answers fast. We respond quickly with solutions, and when we don’t have an immediate answer, we promptly research the issue and provide updates on the double. Our goal is to go above and beyond — and exceed our clients’ expectations.
“We have been impressed with how quickly CustomsNow™ responds to our questions by email. That is very important, because we often don’t have time to wait hours for an answer to our problem. CustomsNow™ is not just a software vendor to us. They are truly our partner in helping us achieve our goal of successfully self-filing.”
– Ken Skillman, LCB, Customs Compliance Manager, UFP Purchasing, Inc., a Universal Forest Products company