When it comes to shipment management, it’s easy to get caught up in discussions about transit times and capacity. However, there’s one crucial element that often flies under the radar: customer service.
From the moment a shipment is booked to its final mile delivery, every interaction with your carrier or service provider shapes the overall experience—not just for you, but for your customers as well. That’s why partnering with transportation and logistics service providers that prioritize customer service at every level—call centers, drivers, sales, and technology—is essential for building a resilient and efficient supply chain.
Beyond Just Moving Freight
Shipping freight isn’t just about transporting goods; it’s about representing your business at every touchpoint. Every interaction, whether scheduling a shipment, resolving an issue, or delivering freight, reflects on your brand. Carriers that excel in customer service ensure seamless communication, quick problem resolution, and a level of care that builds trust—not only with you but with your customers.
The Call Center: The Heart of Proactive Support
Customer service starts long before a truck hits the road, and having immediate, reliable support can make all the difference. At Averitt, our Customer Service Team is the nerve center of our operations, ensuring smooth communication and swift problem resolution. Unlike some providers who outsource their call centers, we keep this service in-house to guarantee that every call is handled by a knowledgeable, U.S.-based associate who understands your business.
For shippers and their customers, being able to pick up the phone and speak to a real person—someone who can offer immediate, actionable solutions—is invaluable. Whether it’s booking a shipment, tracking freight, or managing an unexpected issue, our team is equipped to provide accurate, on-the-spot support. This proactive approach helps maintain confidence throughout the supply chain and ensures that your customers always feel informed and cared for.
Drivers: The Face of Your Business
Once your freight is in transit, drivers become the face of your business, embodying your brand's values with every interaction. Their professionalism, punctuality, and attention to detail directly influence your customers' perceptions.
At Averitt, we recognize the importance of this role and have implemented rigorous hiring and training processes to ensure our drivers meet the highest standards. We focus on attracting individuals who are not only skilled but also understand the significance of their role in representing your business. Our comprehensive training programs emphasize both technical skills and the interpersonal interactions that occur outside the cab, ensuring drivers are well-prepared to engage positively with your customers.
We also maintain strict guidelines for our drivers' appearance and the condition of our equipment. Drivers adhere to a specific dress code, including clean, neat uniforms and well-groomed appearances, to project a professional image. Our vehicles are kept in excellent condition, as a clean, well-maintained truck makes a positive impression every time.
By entrusting your freight to Averitt, you can be confident that our drivers will represent your brand with the utmost professionalism, ensuring a positive experience for your customers at every delivery.
Transportation Specialists: Proactive Problem-Solvers
A great sales representative is more than just someone who sells services—they’re a strategic partner. The best reps understand that logistics isn’t one-size-fits-all. They take the time to learn about your unique challenges, uncover hidden inefficiencies, and propose solutions that help your business thrive.
At Averitt, our Transportation Specialists embody this approach. They go beyond standard logistics support by acting as proactive problem-solvers. With a deep understanding of industry trends and best practices, they work to streamline your operations, reduce costs, and improve efficiency.
Their goal? To ensure your supply chain operates smoothly while keeping your customers’ needs front and center. They analyze shipping patterns, recommend optimized routing, and suggest cost-saving strategies like freight consolidation or drop-and-hook services. This consultative approach allows them to deliver tailored solutions that meet your specific needs.
By building strong, long-term relationships, our specialists gain an in-depth understanding of your business, positioning themselves as trusted advisors. Their insights and personalized support not only help you stay ahead of the competition but also ensure that your supply chain consistently delivers value.
Technology: The Self-Service Advantage
In logistics, great customer service isn’t just about human interactions—it’s also about providing the right tools for seamless, efficient operations. That’s why our website is more than a digital platform; it’s a key extension of our customer service philosophy, putting control directly in your hands.
Through our self-service portal, you can:
- Book Shipments Anytime: Simplify the process and get your freight moving quickly.
- Track Shipments in Real-Time: Gain full visibility to keep your team and your customers informed.
- Receive Automated Notifications: Stay ahead of any changes with proactive alerts.
- Manage Invoices and Payments: Access billing details on demand, ensuring smooth financial oversight.
These features give you the power to manage your supply chain efficiently, ensuring you can meet your customers' expectations for transparency and reliability. Self-service doesn't mean sacrificing support—it enhances it by providing instant access to critical information.
While our website enhances self-service capabilities, it’s just one piece of our comprehensive approach to customer service. Averitt also offers value-added tools that further streamline operations and optimize your logistics:
- AverittConnect: Shop LTL rates, book, and track shipments—all from a single platform, enhancing decision-making and operational control.
- ExactRate: Access real-time dynamic pricing to stay competitive and make cost-effective shipping decisions.
- EDI & API Integrations: Automate and simplify processes like order tracking and invoicing for a seamless flow of data.
- Warehouse Management System (WMS): For shippers using our Distribution and Fulfillment solutions, enjoy real-time inventory visibility and streamlined order fulfillment.
These technologies don’t just make logistics more efficient; they enhance the overall customer experience. By giving shippers greater control and flexibility, we help you deliver exceptional service to your own customers—because at Averitt, we understand that our success is directly tied to yours.
Customer Service as a Differentiator
In a competitive market, customer service is a key differentiator. Shippers want more than reliable freight movement—they need seamless communication, proactive problem-solving, and a partner who genuinely cares about their success.
At Averitt, we integrate customer service into every aspect of our operations. Whether it’s the proactive support of our call center, the professionalism of our drivers, the strategic guidance of our transportation specialists, or the convenience of our technology, we’re committed to delivering value at every stage of the supply chain.
The Downstream Impact: Why It Matters
Exceptional customer service doesn’t just improve your experience; it directly impacts your customers. By working with a partner who prioritizes service, you can reduce costly disruptions, enhance operational efficiency, and strengthen your brand reputation.
At Averitt, we understand that we’re not just representing our business—we’re representing yours. Every interaction, every shipment, and every solution is designed to uphold your standards and build trust with your customers.
