Customer Service FAQ

If you have a question that we haven’t answered below or in our frequently asked questions, feel free to contact us.

 

Do you offer live chat?

Yes, we offer live chat services.  Hours of availability are specific by client and are based on both volume and coverage needs.

What are your customer service hours?

For shared support services, operations are open 24/7 with the exception of certain holidays. For dedicated support, we will work with you to determine windows of operation. Ordering support will still be 24/7.

Scheduled holidays of office closing:

  • On December 24th, the contact center closes at 1:00 pm EST
  • Easter
  • Christmas Day

On the holidays below the contact center is open from 9:00 am – 3:00 pm EST

  • Thanksgiving
  • New Year’s Day
  • Memorial Day
  • Independence Day
  • Labor Day
Where is your contact center located?

Our contact center in operated in-house from Aston, Pennsylvania with a west coast location opening in summer 2017.

What languages do your agents speak?

English and Spanish speaking agents are available.

Who trains the agents?

NFS performs daily training reviews to ensure optimal service is provided. Training occurs on a one-to-one and classroom basis. Additionally, supervisors continually monitor employees to perform quality control checks on accuracy and message delivery. We welcome our clients participation in training sessions and strongly recommend this during the implementation process.

What is the difference between a dedicated and shared agent?

We offer both dedicated and shared agent groups. A dedicated agent handles customer service for a specific brand. A shared agent works for several clients. To determine which option is best, we analyze your inbound flow and volume.

What does your social media response include?

We can respond to social media inquiries on Facebook and Twitter. We respond to order and shipment related questions or comments.

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