3 Tips for Evaluating Outstanding ELD and Fleet Management Customer Support
Maya Angelou once said, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” That could not be more true. Poor customer support and experience are often the top reasons customers look for different products or services and it is certainly true when evaluating fleet management software providers. So how do you measure quality ELD customer service and support? What qualifications in terms of ELD support should you look for when evaluating your current and/or future ELD provider? Here are your answers…We’ve put together 3 qualifying tips for evaluating outstanding ELD Support.
What Are People Saying?
You can learn a lot about a product, service, or company just by listening to other people around you. In today’s digital age, consumers can have the answers to questions they are looking for in a matter of minutes, seconds even! Non-biased ELD ratings and reviews are easily accessible and the ability to quickly compare ELD products, services, and experiences is unlimited. With an overload of information, the authenticity of an actual customer testimonial or review is extremely important. Almost 88% of consumers reported in a recent study their trust in online reviews as much as personal recommendations. When evaluating your next ELD partner, do your research and ask your friends for pros and cons of their ELD provider. You may be surprised to find that the best companies to work with may not be the biggest.
Quick and Nimble Response
The first impression of an ELD provider sets the tone for how they will treat you, your fleet, and your administration staff. When evaluating your options for ELD and fleet management solutions, it is important to note how quickly you receive a response on a question or issue. One of the downsides to electronic logging devices is the with technology comes bugs. Although some technology bugs are unavoidable, the ability to diagnose, correct, and implement bug fixes or technology issues in a timely manner is a qualification of an outstanding support and development team.
Friendly, Helpful, and Knowledgeable Staff
How do I connect with the customer support team? Are there multiple communication options (phone, email, text, chat)? Do they answer the phone? If not, how soon do they get back to you in a timely manner? If you have a problem, how does the team diagnose issues and correct the problem?
Where is the customer support team located, in the US or offshore? Is the customer support actually employed by the company or are they outsourced, third-party facilitators?
What type of training does the company offer? Does the company offer virtual training videos and textual manuals for ELD onboard training? How about webinars to keep you current on changes with the ELD system or ELD mandate?
A helpful and knowledgeable staff goes along with a quick and responsive customer support team. A recent study found that 87% of people say good customer service changes their buying behavior. Providing good customer service requires a variety of elements. Quick response time, friendly and knowledgeable staff all impact the overall customer experience. Here are a few example questions to ask yourself when evaluating your next ELD provider’s customer service:
If you are unhappy with the level of service and support provided by your ELD company, we would encourage you to take a look around at the variety of ELD options on the market, schedule a demo, and get to know the people behind the ELD or Fleet Management system. you are interested in. Although customer service is not the only deciding factor, it is important when determining what’s best for your trucking company’s administrative staff and drivers.