The CloudTrucks Operations team reviews their performance on a weekly, monthly, and quarterly basis to make sure they are meeting or exceeding customer experience expectations.
Here you can find the Support team's expected response times for a few of our most common customer requests.
Ratecon processing: 20-30 mins |
Support will provide a response within 20 mins of receiving a ratecon and customers will receive a resolution or complete ratecon within 30 mins. |
Carrier packet processing: 30 mins |
Support will provide a response within 30 mins of receiving a carrier packet. |
Payments: 3 hours |
Support will provide a resolution or payment within 3 hours of receiving the invoice. |
Pickup pay: 1 hour |
Support will provide a resolution or payment within 1 hour of receiving a pickup pay request. |
Missed call response: 20 mins |
Support will respond to a customer within 20 mins of missing an inbound call. |
Text message response: 15 mins |
Support will respond to a customer within 15 mins of receiving a text message. |
Email response: 30 mins |
Support will respond to a customer within 30 mins of receiving an email. |
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