Businesses rely heavily on technology to automate operations, especially in an industry as dynamic as over-the-road (OTR) shipping where system needs, rates and carrier availability change daily. Often that automation carries over into customer service processes, which is helpful for simple FAQs or other questions that can be easily answered online through a chatbot. However, for more complex issues or questions, Shippers and 3PLs need a reliable partner that provides individualized service to cater to their unique needs.
