Transforming Supply Chain

CarrierDirect is on a mission to Transform Supply Chain and here-in you'll find documentation of that journey.
Join us as we catalog industry events, share transformative case studies, and pontificate on the greater good.

All Posts

[Infographic] Employee Spotlight: Metafora Customer Service

Employee Spotlight on: Metafora Customer Service!

Our customer service team is STELLAR, and the numbers are here to prove it. Check out this awesome infographic highlighting how we're doing on some KPIs. 

Shout out to: Joe Laskey, César Daniel Correa Chitiva, Joel K. Bennett, Alex Williams, Louis Stevens, Lindsey Chafin, Pawel Wencel.

Our customer service team is kind, committed, and dedicated to our customer's success. We are better because of them. Cheers to the team!

Infographic - Metafora Customer Support - April 2022-1

CSAT

How well do we meet our user's expectations?

Our CSAT of 90.3% compares well to the cross industry average of 80.5% based on team size in 2021.

Response Time

How quickly do we respond to our users?

In 1 min, 11 seconds. That's 2 mins, 31 seconds faster than the cross industry average of 3 mins, 42 seconds!

First Contact Resolution

We pride ourselves on our ability to resolve 78% of chats on first contact. 14% higher than the benchmark.

What are users are saying:

"Accurate and helpful feedback."
"Was quick to assist and answer my questions!"
"You understood what I needed and got the job done - thanks!"

Resolution Bot

Effective proactive resolution is key to our success coming in 41.1%. That's 8% over the Intercom average.

Our Guiding Principles

  • MAKE SOMEONE'S DAY
  • LISTEN ACTIVELY
  • SEEK TO UNDERSTAND
  • BE OPEN TO FEEDBACK
  • EMPATHIZE WITH THE USERS
  • LET OUR PERSONALITY SHINE

 

References:

1. Comm100 Live Chat Benchmark Report 2022

2. & 3. Klaus App Customer Service Quality Benchmark Report 2022

4. Intercom App

Created: April 2022

Metafora
Metafora
Metafora, previously "CarrierDirect", is a business consulting and software development company that exclusively services the Transportation, Logistics and Supply Chain space. Metafora partners with carriers, shippers, and freight tech vendors to help them optimize their business and build software to fuel their growth. Welcome to the new way forward. Welcome to Metafora.

Related Posts

[Podcast] Nearshoring Productivity & Company Culture with Robert Icaza

Season 2, Episode 6: Increasing Productivity with Nearshoring and Great Company Culture: An Interview wit...
Metafora Jun 29, 2022 9:33:51 AM

Trucking Business Consultants 101

Growing a successful trucking business isn’t always easy. There’s much more to it than simply transportin...
Metafora Jun 21, 2022 4:00:00 PM

Optimal Dynamics and Metafora Team Up To Leverage Advanced AI and Decision Analytics For Enhanced Carrier Operations

June 14, 2022 - Chicago, IL - Metafora and Optimal Dynamics are partnering to empower transportation prov...
Metafora Jun 14, 2022 10:27:40 AM