When you can’t get the help you need, your progress is stopped. That’s why the support team should be available when your business needs it — and a contact you can reach at all times.
If you call during off-hours, do you get a call back? When you talk to the customer support representatives, is it clear they really know all the documents, whether it’s an ASN, a Purchase Order Change, or a 997? Have they handled complex drop shipping requirements with an especially difficult Trading Partner before? Is there a team in place to help you integrate the EDI software with your existing systems or do they outsource development to a third party?
Fact is, it’s easy to get caught up in the mechanics of EDI — documents, validation, automation, drop shipping, batch processing, integration with an ERP or Quickbooks or WMS — and forget the value of being able to call a number and talk to a person who can help you find solutions.
“Everyone in Customer Support feels invested in the success of our clients,” said Dallas Richards, Support Team Manager at eZCom. “We want to make sure we quickly resolve any problems and keep the order process moving.”
Our support people know Lingo, the feature-rich, cloud-based software developed by eZCom, inside and out. They also have extensive knowledge of EDI and no matter who your trading partners may be, it’s likely our Customer Support representatives have worked with them in the past. It’s the kind of inside knowledge you want and should expect when you begin working with EDI professionals.