Driver Business

The effect of customer service on trucker ELD compliance

11.19.2019 - 12:39 PM Comments: 0

Customer service is an essential factor in running any business, which is why it is so highly valued by consumers. If your support is no good, customers won’t come your way.

For electronic logging device (ELD) providers, customer service is of even more importance, as truckers wholly depend on providers to avoid violations in case of ELD malfunctions

In a report from Overdrive Magazine, an ELD customer describes the experience they had with their provider, and how it caused them to switch providers. 

“Three times, we have had issues that have taken anywhere from three to six weeks to get replacements parts to resolve,” the customer told Overdrive. 

With such a long wait time, drivers are often left in the dark on what’s going on, leaving them to fend for themselves. This will usually lead to noncompliance from drivers, as they’re forced to use paper logs in the meantime. 

If they’re stopped by a DOT officer, though, they could be cited for not having a working ELD, which can lead to an enormous headache for the driver. Not to mention that their CSA score would also take a hit, which can affect their employment down the road. 

How could all of this be avoided? With some good ol’ fashion customer service. Providers such as GPSTab, who offer quality 24/7 customer support in over five languages, can go the extra mile by providing their customers with quick and easy solutions to their issues. 

Whether it’s expediting hardware shipping or providing customers with malfunction letters to potentially allow them to avoid a violation, providers should be going above and beyond to assist their customers.

According to Overdrive, over 50 percent of independent owner-operators and fleets said they were “somewhat or a little satisfied” or “not satisfied at all” with their ELD provider, which can be chalked up to a number of reasons.

Namely, it could come down to a lack of quality customer service. As truckers continue to adjust to the rigors of the ELD mandate, it is ultimately up to providers to help them smoothly transition. 

By providing essential assistance, such as what GPSTab provides to its customer base, truckers will better adjust to the changes. 

So, what do you think about customer service? Have you had good experienced with your provider? Let us know in the comments or on social media!

If you’re interested in trying GPSTab’s free trial, you can also go here to find more information on our industry-leading solution. 

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