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Driver Chat Update

Posted by Chantal Lorenzen, Operations Implementation Specialist on Mar 2, 2021 5:14:09 PM

In Corporate, Technology, Drivers, People, Business

Our new Driver Chat application has been active for a month now, and we owe a huge thank you to so many of our Drivers for jumping on the chat wagon and getting involved! 56% of our Drivers have participated in a chat since we went live, thank you! Our goal is to answer your chat messages as quickly as possible. We still have a ways to go on this one – our current chat response time is at around 15 minutes. We are focusing on improving this response time, we want to reply to the Drivers as quickly as possible and keep you all moving – if only our phones would stop ringing! We want you to be confident that you don’t need to send us a freeform message, or follow up with a phone call – you should be able to simply send a chat message and trust that we will provide the quickest service through your app!

We have received over 13,000 chats in the last month, and almost 50% of your chats are about your plans. We hear you! Using the information from your chat messages we are committed to making improvements.  We are creating new solutions to that “My trailer isn’t here” challenge, and the “Waiting for my next plan’ chat message. Below is an analysis of the most commonly used words from your chats and we can definitely fill in the blanks.

We appreciate your co-operation and your patience in helping us implement this massive communication shift. We are confident this will continue to enhance collaboration and timely problem solving between you and your fleets as we go further!

If you have any feedback or suggestions for the Driver Chat app, please send us your thoughts through the App Feedback option in your Herd2Go app.

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