Logistics customer support –
a strategic partnership
that scales

Yes! Logistics never stops, and neither do we. Our global team provides around-the-clock coverage across all major shipping corridors and time zones. Whether your shipments move through APAC ports overnight or European distribution centers during local business hours, we have trained agents available to answer tracking calls, handle delivery exceptions, and support your customers without gaps. 

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This means your shippers get consistent, professional service regardless of when or where they reach out. Contact us to schedule your global logistics support today!

WISMO calls are the most common – and most preventable – support volume driver. We reduce WISMO through a combination approach:

• Proactive notifications: Automated updates via SMS and email before customers need to ask.
• AI-powered deflection: Our AI assistant, Evly, resolves basic tracking queries in 15 seconds.
• Trained agents: Complex status issues (customs holds, delivery exceptions) go directly to specialists.

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Such an approach usually cuts WISMO inquiries by 20-40%, freeing agents to handle issues that actually require human judgment. And with our AI automation, up to 85% of such questions can be handled by AI single-handedly.

We integrate with all major TMS and ERP platforms, including MercuryGate, SAP S/4HANA, Oracle NetSuite, and Blue Yonder. Our integration team connects your existing systems to our support workflows without disrupting operations. Agents access real-time shipment data directly within your TMS environment, so they provide accurate tracking updates and resolve issues using the same information your internal team sees. Integration typically completes within the first two weeks of onboarding.

Evly answers first-line logistics questions instantly: tracking status, delivery ETAs, and POD requests. Simple inquiries get Zero-Touch Resolution – no agent needed.

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But Evly also knows its limits. When queries require human judgment, it routes intelligently:

• Automated ticket triaging sends freight claims, rerouting requests, and carrier disputes to the right specialist.
• Sentiment analysis flags frustrated customers for priority handling before they escalate.
• Smart handoff with a summary gives agents full context, including conversation history, shipper details, and issue type, so they can jump in without delays.

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See our AI live chat comparison to learn more.

Every logistics account gets a dedicated knowledge base built from your SOPs, delivery protocols, and exception workflows. Agents complete certification tests before handling live contacts. We conduct weekly calibration sessions using real ticket samples to maintain accuracy. Your Integration Manager reviews quality scores and provides ongoing coaching. 

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We also encourage clients to read our guide to our AI agent model to understand how human-AI collaboration improves protocol adherence.

We measure what moves the needle for logistics CX – and then we act on it.

Metrics we track continuously:

1. WISMO reduction rates – tracking how effectively we deflect "where is my order" inquiries.
2. CSAT and NPS – measuring shipper satisfaction and loyalty after every interaction.
3. First Contact Resolution (FCR) – ensuring issues get solved the first time, not the third.
4. Omnichannel performance – consistent quality across phone, email, chat, and social.

Monthly reports show trends and exception patterns. We run root-cause analysis on recurring issues and feed those insights into agent training.

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Our goal is continuous improvement: not just hitting numbers, but making your customer experience better over time. That means fixing processes, not just closing tickets.