Customer support outsourcing for transportation & logistics

AssistBPO's customer support outsourcing for transportation and logistics companies gives your shippers, consignees and e-commerce customers a support desk that answers where-is-my-freight questions, logs over, short and damaged reports and handles claims intake without pulling your dispatchers off the trucks. Agents work inside Zendesk, Freshdesk or your own portal, follow macros you approve, and read tracking from your TMS or telematics so an answer is a fact, not a guess.

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This page Transportation & logistics Customer support outsourcing

How does customer support work for logistics?

The desk covers email, live chat and the support line, and every ticket carries the load or order number so the thread can be found later. Freight support has its own rhythm: a shipper wants an ETA before the receiver calls them, a consignee reports a damaged pallet within hours of delivery, a broker asks for a POD by noon. Level 1 handles status, documents and simple changes; anything affecting a plan or a claim is escalated to your named contact.

What tasks does customer support cover for transportation and logistics companies?

  • Where-is-my-freight tickets answered from live tracking
  • OS&D reports logged with photos, counts and the delivery receipt
  • Freight claim intake with the documents your claims process requires
  • POD and BOL requests fulfilled from the load file
  • Delivery reschedule requests passed to dispatch with the customer's window
  • Last-mile delivery exceptions handled by chat, email and phone
  • Ticket tagging by lane, customer and issue type for the weekly report
  • QA scorecard on accuracy, tone and first-contact resolution

The KPI that matters here

First-response time on tracking tickets and the share resolved without escalation. Shippers judge a carrier by how fast they hear back when a load is late.

What rules does customer support follow for logistics?

  1. FMCSA hours-of-service and ELD rules. Assistants never edit or annotate ELD logs and never ask a driver to run beyond the limits in 49 CFR Part 395. Check calls respect the driver's duty status, and TransportBPO dispatchers plan around available hours.
  2. TCPA for shipper and driver calls. Outbound prospecting calls and driver texts go out with lawful consent and do-not-call scrubbing under the FCC's TCPA rules, and recorded lines carry a notice in two-party consent states.
  3. Broker records and confidentiality. Rate confirmations, margins and the transaction records brokers must keep under 49 CFR 371.3 stay inside your TMS. Assistants work in your systems under your permissions, and Clearinghouse queries stay with your designated employer representative.

Logistics software we work in

Also in use

  • Samsara
  • Motive
  • McLeod
  • DAT One

See all 80 tools we work in

More for transportation and logistics companies

Other services for logistics

Customer support in other industries

Frequently asked questions

Can the support desk see our tracking and routing?

Yes, with read-only access to your TMS, telematics or routing system. Agents answer from what the system shows and from status notes your dispatchers or TransportBPO record. They never promise a delivery time that dispatch has not confirmed, and any request to change a route, a window or a driver is escalated rather than actioned by the support desk. Access is removed the day an agent leaves the desk.

How do you handle damage and shortage claims?

The desk runs intake, not adjudication. Agents collect the delivery receipt, photos, piece counts, the notation on the POD and the customer's statement, open the claim file with the documents your claims process needs, and acknowledge the customer with the claim reference. The decision on the claim stays with you, your insurer or the broker. Customers get a status note at each stage you define, so a claim never goes silent for weeks.

Do you support B2B shippers and consumer recipients differently?

Yes. Shipper contacts get account-level answers about lanes, invoices and PODs, often by email with the load number in the subject. Consumer recipients of a last-mile delivery want a window, a text when the driver is close and a clear path when something goes wrong. The macros, tone and channels are set separately for each group during onboarding. Both share one ticket queue, so a single load can carry the shipper thread and the recipient thread side by side.

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