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Live Chat Service Enhancement

Ocean Network Express is pleased to announce its enhanced Live Chat service is available now on the website, the eCommerce platform and in the mobile app for the below mentioned countries. We offer several options via our Live Chat service for specific queries regarding export bookings, documentation, imports and for technical support on our eCommerce platform. Customers can start chatting with our agents based on the options they have selected to receive quick responses. 

Support hours:

•  Austria: 9:00 – 17:00 local time

•  Belgium: 8:30 – 17:00 local time

•  Czech Republic: 8:30 – 17:00 local time

•  Denmark: 8:30 – 16:30 local time

•  Egypt: 9:00 – 17:00 local time Sunday till Thursday

•  France: 9:00 – 12:00 & 13:30 – 17:00 local time

•  Germany: 8:30 – 17:00 local time

•  Ghana: 8:00 – 17:00 local time

•  Hungary: 9:00 – 17:00 local time

•  Italy: 9:00 – 12:30 & 13:30 – 17:30 local time (Monday – Thursday),  9:00 – 12:30 & 14:00 – 17:00 local time (Friday)

•  The Netherlands: 8:30 – 17:00 local time

•  Poland: 8:00 – 16:00 local time

•  Portugal: 9:00 – 12:30 & 14:00 – 17:30 local time

•  Russia, St. Petersburg and Moscow: 10:00 – 17:00 local time

•  Slovakia: 8:30 – 17:00 local time

•  Spain: 
  -    Barcelona:  9:00 – 13:30 & 14:30 – 17:00 local time
  -    Valencia:    9:00 – 14:00 & 15:30 – 18:00 local time
  -    Algeciras:   8:30 – 14:00 & 15:00 – 17:30 (Sep - Jun), 8:00 – 15:00 (Jul - Aug), (Fridays 8:00 – 15:00 in Jun & Sep) 

•  Switzerland: 8:30 – 12:00 & 13:30 – 17:00 local time

•  Turkey: 8:00 – 17:00 local time

 

Topics covered in Live Chat: (BE, CH, DK, NL)

•  Booking Management
  -    Booking Amendment
  -    Booking Cancellation
  -    Booking Rollover
  -    Booking Split
  -    Change of Destination
  -    General Support
  -    Vessel Space Availability

•  Container Management
  -    CY Opening Schedule
  -    Export Empty Pick-Up
  -    Import Empty Return
  -    Equipment Availability
  -    Long Stay
  -    Missing Seal / Additional Seal

•  Export Documentation
  -    Advance Manifest Submission (AMS)
  -    Shipping Instruction/ BL
  -    BL Amendments
  -    General Support

•  Import Management
  -    Arrival Notice
  -    Cargo Release / Delivery Order
  -    General Support - Import

•  Inland Transportation
  -    Exports
  -    Imports

•  Invoice & Charges
  -    Payment Status
  -    Invoice request 
  -    Exchange rate 

•  Last Free Day / Demurrage & Detention

•  Reefer & Special Commodity Management
  -    Dangerous Goods Support
  -    Reefer Support
  -    Shipper's Own Container Support
  -    Out Of Gauge Support
  -    General Support

•  Track & Trace

•  Vessel Schedule & Cut off
  -    Cut-Off info. [Doc / VGM / Port / Inland]
  -    Vessel Call Changes / Info etc
  -    VGM Status

•  Claims
  -    Cargo Damage
  -    General Support
  -    Survey

•  eCom Tech Support

•  Mobile App Enquiry

 

Topics covered in Live Chat: (AT, CZ, EG, FR, DE, GH, HU, IT, PL, PT, RU, SK, ES, TR)
-    Export: Next Sailing / Space
-    Export: Schedules & Closings
-    Export: Empty Pick-up
-    Export: Booking Inquiry
-    Export: Invoice Inquiry
-    Export: Dem & Det
-    Export: BL Inquiry

-    Import: Arrival Notice
-    Import: Schedules & ETA
-    Import: Invoice Inquiry
-    Import: Delivery Order
-    Import: Empty Return
-    Import: D&D Charges
-    Import: D&D Last Free Day

-    eCommerce Support