ezCater - Contact Center of the Year
Company: ezCater, Boston, MA
Company Description: ezCater is the world’s largest online marketplace for business catering. Our online ordering, on-time ratings and reviews, and award-winning customer service help businesspeople from organizations of all sizes and industries make meetings more successful and employees happier. ezCater partners with over 78,000 restaurants and caterers to grow, manage, and analyze their catering business.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Over 100 Seats) - Business Services Industries
Nomination Title: Always Beyond Helpful
ezCater is the largest national marketplace for business catering with over 173 million people served. ezCater provides companies of all sizes, anywhere in the country, with flexible and scalable food solutions for work.
More than 81,000 restaurants and caterers, from local independent restaurants to national chains, partner with ezCater to manage, analyze, and grow their catering business. ezCater’s Catering Growth Platform includes the ezCater Marketplace to acquire new customers, ezOrdering to take catering orders on your own website, ezManage to manage catering sales, customers, and orders, and ezDispatch to source reliable catering delivery providers.
Our 24/7/365 customer service is what sets us apart from any other food delivery marketplace. Food for work is high stakes - it simply can’t go wrong and must arrive on-time and as-ordered. Our 7-time Stevie Award winning customer service team makes that happen.
In March of 2020, our business was significantly impacted by COVID-19. We feed people at work, and many workplaces emptied to keep their teams safe. Our customer service agents are our front lines and immediately jumped to assist workplaces across the country cancel or change their orders for changing headcounts or new requirements like individual packaging. In an uncertain time, they put our customers first, like they always do.
While some industries were able to send their employees to work from home, many industries, like healthcare, construction, retail distribution centers, and state and local governments, never closed and needed food for work. They ordered from ezCater to thank their employees for being there, and to keep them safe. As more workplaces reopened, companies were looking for safe access to daily individually packaged meals for their employees.
Despite the pandemic, which included a significant reduction in staff for the ezCater Customer Service team, our commitment to our customers and expert-level service never waivered.
Since July of 2019 ezCater customer service has remained focused on being beyond helpful, maintaining a 96.3% positive CSAT score. And our TrustPilot score proves it: we’ve remained high at 4.6.
ezCater has a culture recipe, a set of ten ingredients, or values, by which we all operate at ezCater. At the core of it is “Be Beyond Helpful” and no one embodies it more than our customer service agents.
Despite COVID’s impact on our business, ezCater’s voluntary attrition rate remains less than 5%. That’s pretty remarkable when compared to other customer service organizations, which average 30-45%.
Our TrustPilot reviews prove our helpfulness. Here are some of our latest 5-sar reviews:
Oct 27, 2021 - 5 stars
I placed a large order for pick up…
I placed a large order for pick up online and the process went smoothly, and I was able to pick up, but I accidentally chose delivery instead of pickup. When I called to fix the charges, the people at ez catering were polite and helped me fix the issue easily. I am very happy with the service!
Sept 25, 2021 - 5 stars
Truly easy to order, great service
Used ezcater for the first time. I wanted to cater a lunch from Jason's Deli, but the location was too far for them to deliver. Found ezcater and gave it a try. It was extremely easy to use, they had the regular menu from Jason's Deli. No problem with choices or knowing what I was being charged. The service was terrific, pricing was reasonable. I will use them again without hesitation
ezCater could not be successful with our expert customer service agents. We’ve had a number of exciting announcements throughout the last year to celebrate, all which prove our success as a Company:
We recently welcomed our new Chief Product Officer, an impressive leader who held pivotal leadership roles during the leadup to the Initial Public Offerings (IPOs) at both Wayfair and CarGurus: https://www.ezcater.com/company/press-release/ezcater-hires-chief-product-officer-amid-rapid-growth/
We launched a new product, perfect for the changing hybrid office: https://www.ezcater.com/company/press-release/ezcater-launches-relish-flex-to-feed-the-hybrid-post-covid-office/
The largest restaurant chain joined the ezCater platform: https://www.ezcater.com/company/press-release/subway-goes-all-in-on-online-catering-with-ezcaters-catering-growth-platform/
We partnered with JLL, one of the top professional services firms in the world to safely feed workplaces: https://www.ezcater.com/company/press-release/ezcater-and-jll-provide-employee-meal-solution-to-boost-employee-safety-and-confidence-about-returning-to-the-office/