Truckstop.com

Truckstop.com delivers premium customer care with Glance.

Glance removed friction from Truckstop.com’s agent and customer interactions, resulting in shorter service calls, better user training, and happier customers.

Truckstop.com deployed Glance and experienced reduced Average Handle Time and improved customer satisfaction in the service and training center.

Market

Online Marketplace and Cloud-based Software

500,000 shipping loads per day flow through Truckstop.com (11% of the US GDP)

Commitment to Customer Care is part of the Truckstop.com culture

50%

Shorter Average Handle Time (AHT)

Improved Customer Satisfaction (CSAT) scores

Truckstop.com is an online marketplace that matches up shippers with truckers looking to transport loads.

Truckstop.com service agents were routinely playing “The Game of 20 Questions” with callers — asking question after question, trying to  figure out where in the app callers needed assistance and what, exactly, was the nature of their call. 

Truckstop.com deployed Glance, which allows Truckstop.com agents to see the browser screen of the subscriber, quickly giving the agent the visual context of the situation. Agents can then use Glance to highlight items on the page to guide the subscriber to a speedy resolution.

 

“The Glance integration with Salesforce gives us a frictionless experience,” says Dawn Painton, Truckstop.com’s Customer Support Director. “It is simple, lightweight, and fast for both the agent and the subscriber.” Glance sessions are automatically logged in Salesforce, so Truckstop.com management can run reports to see the impact of sharing sessions on KPIs such as handle time and case resolution.

Glance is also used by trainers to onboard new subscribers. Truckstop.com trainers can cobrowse with subscribers, view their screen, highlight navigation items, and give them a guided tour of the marketplace.   

Truckstop.com’s service calls are now shorter and easier. Truckstop.com agents are happier, as well. Dozens of Truckstop.com  support agents have posted positive reviews of Glance on the Salesforce AppExchange

We were blown away when we quickly saw a 50% reduction in AHT (average handle time). We couldn’t be more pleased with the results, and our customers love it, too.

TRENT BROBERG | GENERAL MANAGER & VP OF CUSTOMER SUCCESS

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  • Shorter average handle time
  • Lower call center staffing costs
  • Higher first call resolution
  • Higher customer loyalty and lifetime revenue

Ready to see what visual engagement looks like in action?

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