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Chatbot meets human touch – We take every interaction personally.

Apr 29, 2022 | Innovation + Technology

Werner Enterprises’ hybrid approach for an automated and high touch customer service

At Werner, Premium Customer Service is part of our DNA. We take pride in our approach of building long-term customer relationships by investing the time necessary to build and nurture our relationships with all our customers, partners, and carriers. In a highly automated and tech-driven world, with the increase of artificial intelligence (AI), machine learning, SMS messaging, and social media, every little human interaction, becomes crucial.

In this ever-changing digital world, Werner Enterprises remains confident in its commitment to premium customer service. We know the importance of being available when there is a need to get in touch with us or when our customers, carriers, and partners have questions about what freight we have available, the details of a load, or want to update us about their available capacity.

With a hybrid approach, Werner is offering all its customers, carriers, and partners more communication options with the launch of a new chatbot that connects with a live agent, if needed. Offering more communication options means more customers and carriers can contact support using the channel they prefer. With this new implementation, we are enhancing the Werner EDGE for Carrier online experience by opening new (speedy) channels of communication between us and our customers and carriers.

Chatbots have become one of the most popular channels for customer service inquiries. Customers and carriers can quickly engage with our Chatbot CASS (Customer Assistance, Service & Support) and use our self-service support options in a live environment if needed. This gives customers and carriers the ability to problem-solve-on-demand, 24/7. But, if there is a question that needs personal touch like submitting a bid on a load or help with an account, we have live agents with over 30 years of experience in the transportation industry ready to help answer questions.

Our Hybrid Approach and its Benefits:

  • Quicker responses
  • Managing unlimited chats simultaneously
  • Complex questions will be answered by a live agent
  • Higher first contact resolution rate – immediate help on the first attempt
  • Higher-quality support – with our live chat agents we can dig deep into an issue to find a resolution that fits the needs of each unique user
  • Personalized and empathetic support – If a carrier has previously worked with us, they will be transferred to their dedicated support specialist
  • Chat Accessibility 24/7

In an increasingly competitive landscape, we at Werner will focus even more on customer attention than ever before. We will be looking to add more features to the chatbot and provide an efficient, friendly, and helpful service to our customers and carriers at all times. Our dedicated, well-trained staff are committed to listening to our customers’ needs, suggestions, and comments in striving to exceed their expectations. More than ever, a great customer experience depends on the human factor.

Werner Enterprises is not only a transportation and logistics leader; we also aim to be a customer-experience forerunner. So, if you have any suggestions or feedback, please try out our chatbot CASS and leave us a note!

We take every interaction personally.

 Learn more about our focus on premium customer service

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