How Freight Forwarders Can Use AI to Deliver Better Customer Service

For freight forwarders, customer service is the true differentiator. Shippers don’t just want their cargo moved - they want fast answers, clear communication, and confidence that every document is in order. Yet many forwarders struggle with fragmented systems, complex customs requirements, and the time drain of drafting client updates.

The result? Slow responses, inconsistent communication, and customer frustration.

ConsistentlyAI gives freight forwarders a smarter way to serve their customers.

Instant Answers for Customs and Compliance

Customs questions are among the most common - and most time-consuming - client requests. Instead of searching through multiple systems or regulations, teams can ask ConsistentlyAI directly:

• “What documents are required for refrigerated cargo entering Singapore?”

• “Summarise EU customs requirements for automotive parts.”

• “Generate a checklist of import documentation for bulk cargo in Brazil.”

  
  

By turning complex customs regulations into clear, instant answers, ConsistentlyAI empowers forwarders to respond quickly and accurately - reducing delays and building customer trust.

Smarter Client Communication

ConsistentlyAI doesn’t provide live shipment tracking - but it does make client communication faster and more professional. Forwarders can use it to:

• Draft tailored email updates summarising the status of shipments based on internal data.

• Generate clear FAQs and guidance for customers navigating customs or port procedures.

• Standardise messaging across teams so every client gets consistent, accurate information.

  
  

Instead of spending hours rewriting updates or re-explaining processes, staff can provide timely, polished communication with minimal effort.

Automating the Repetitive, Enhancing the Personal

Much of a forwarder’s day is consumed by repetitive requests - the same customs queries, the same document checks, the same client updates. ConsistentlyAI helps to speed up these repetitive tasks, freeing teams to focus on what customers really value: problem-solving, relationship building, and personalised service.

Raising the Standard of Service

With ConsistentlyAI, freight forwarders can:

• Respond faster to customer queries with accurate, regulation-based answers.

• Communicate more clearly with automatically drafted updates and FAQs.

• Deliver consistency across teams, ensuring every customer gets the same high standard of service.

  
  

The result? Stronger client relationships, higher customer satisfaction, and a competitive edge in a crowded market.

Smarter Forwarding, Happier Customers

In logistics, service is as important as speed. Customers want confidence that their forwarder knows the answers, has the paperwork in order, and communicates clearly at every stage.

ConsistentlyAI equips freight forwarders with the tools to deliver exactly that - transforming knowledge into instant answers and professional communication.

Elevate your customer service with ConsistentlyAI. Book a demo today and see how your team can deliver faster, clearer, more consistent communication.