Better Service, Better Boxes: 5 ways excellent customer service leads to superior packaging

For businesses sourcing corrugated packaging, high-quality, proactive, and knowledgeable customer service makes a critical difference – it can mean the difference between a standard option and something well designed and carefully crafted which adds real value.

Our customers are clear in their feedback, our experienced and friendly customer service team make a difference. The right packaging is crucial, not only does it protect your products, and avoid damage in transit, but used in the right way it will impress customers and be an effective way to build customer loyalty and brand awareness.

Here are the top five ways good customer service ensures you choose the right corrugated packaging for your operations:

1. Understanding Unique Business Needs

Every business has distinct requirements based on the nature of your products, shipping requirements, storage conditions, and branding goals. A knowledgeable customer service team asks the right questions to learn about these unique requirements. By understanding everything from weight distribution to moisture sensitivity, they can recommend corrugated packaging solutions tailored to protect products, reduce damage, and ensure compliance with industry standards. This proactive approach helps avoid generic solutions.

Learn how we helped Rootd use sustainable packaging

2. Optimising Cost Efficiency with Right Sized Packaging

Good customer service goes beyond simply selling a product—they help businesses make cost-effective decisions. This might mean recommending a specific packaging design to make packing easier on the shopfloor thus saving time or a bespoke packaging option which fits more on a pallet, consequently reducing transport costs. Through intelligent recommendations and value engineering, they contribute to long-term savings and operational efficiency without sacrificing quality.

Find out more about Stock v Custom Packaging cost savings

3. Adding value through printed boxes and shape-cutting

Many businesses with a strong brand presence know they can improve loyalty and customer experience through improving their packaging but aren’t sure how to go about it. A good customer service team will suggest options for printing on boxes or die-cutting shapes into the packaging which look great and are cost-effective. This transforms the customer experience from receiving a generic box into recognition of a valued purchase and exciting unboxing experience.

Read how we added printing to Fat Cow’s packaging with stunning results

4. Offering Expert Guidance on Materials

Corrugated packaging comes in various board grades, flute profiles, and box styles. A good customer service team will help educate buyers about the differences and advantages of each option. For example, double-wall corrugated may offer the durability needed for heavy items, while single wall may be ample for lighter-weight products. By guiding customers through material choices, customer service helps ensure the packaging meets performance, branding, and sustainability goals.

5. Providing Responsive Support and Ongoing Partnership

Customer service doesn’t end after a sale. Proactive support includes ongoing communication to adjust packaging as business needs evolve. Whether a company is launching a new product, expanding into a new market, or facing supply chain constraints, a responsive customer service team offers timely solutions and alternatives. This collaborative partnership builds trust and ensures that the packaging strategy continues to align with changing goals and challenges.

Corrugated packaging plays a crucial role in product safety, branding, and logistics. But choosing the right kind isn't just about materials and machinery—it’s about insight, guidance, and support. With the help of knowledgeable, customer-focused service teams, businesses can make smarter packaging decisions that improve performance, minimise risk, and drive long-term success.

James Palfrey-Smith is the Commercial Manager at ASC Direct with extensive experience in both operations and sales. James is passionate about solving packaging problems, delivering fast customer support, and building lasting relationships. Outside of work, he enjoys outdoor activities like hiking and skiing. A fan of real ale and business podcasts, he continuously seeks personal and professional growth. 

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