Regardless of what you’re selling, Onward increases customer engagement
Onward’s claim process is fast, easy, and integrates very easily into our customer service workflows. It was extremely important that we partnered with a company that would keep our customers very happy with the service, while solving a pain point with lost packages. They take the burden off of our CS team. We highly recommend the service.
We’ve been very happy with the service Onward has provided to our customers. With Onward, you’re not just getting a tool to plug into your site, but also a full complement of folks from their team to ensure your program is running as smoothly as possible. The claims team in particular really cares about providing our customers with exceptional service. We recently had an issue with one of our distribution centers that caused some delays in order processing. Not only was their claims team providing us constant customer feedback, but Onward went out of its way to offer “surprise and delight” credits to apologize for the delays. We loved that proactive step they took to keep our customers happy.
While customers absolutely love our Windmill A/Cs once they're installed and working, nothing is more frustrating to us here at Windmill than when one of them receives a damaged or broken unit due to shipping issues. For years, we simply assumed the cost of replacements internally, which not only put pressure on the bottom line, but also created an unnecessary hassle for our customer experience team as well. Enter Onward. They’ve made shipping delivery issues a thing of the past for us! With their great support team and super fast response times, our customers are delighted with the service, and we here at the company have piece-of-mind knowing the Windmill community is well cared for.
Our product, while lightweight, has substantial bulk which makes it expensive to ship (and reship when there are issues). Onward’s solution has been of real value to us in addressing this problem. We’re no longer liable for reshipping product at our expense. Since Onward covers the expense, we’re able to generate new net revenue through the reorders they place. They also have great customer service with their claims team. We highly recommend them.