When superb call quality is quintessential.
If you wanted to rent a yacht a few years ago, you didn't have too many choices. You had to visit offline dealers and rely on their catalogue photos to choose one. In addition to the amount of time required to rent, this often brought disappointment from reality. In 2016, BoatAround came to the scene and fundamentally changed the yacht rental game rules.
BoatAround is the world leader in yacht booking with key markets in Germany, Poland, and the Czech Republic. Although the beginnings of each business are quite uncertain, the new concept of yacht booking was meant to succeed for several reasons: flexibility, reliability and prices.
When BoatAround’s customer base started to grow rapidly, so did the demand for excellent customer support. Unfortunately, the team was dissatisfied with their phone solution (especially with low call quality and dropping calls) which forced Pavel Pribis, CEO of BoatAround, to look for new software, which would address these problems.
Although the previous solution allowed them to call all over the world, they had to use a single phone number. Operators often failed to connect with a customer they called, because customers didn’t want to answer unknown phone numbers from abroad. Thus, they had to contact customers repeatedly or send them an email, which caused delays and reduced their efficiency.
The key requirements for the new software were clear:
When looking around for a new business phone solution, the team at BoatAround was recommended to give CloudTalk a try. Currently, BoatAround spends almost 110,000 minutes per year on the phone using 25 international numbers.
Pavel told us that they were verifying the quality of CloudTalk during its implementation in three steps: verification of call quality was followed by verification of call routing feature alongside with testing the ease of everyday use. The last step was adding agents and setting up skill-based routing. Being successful in all aspects, CloudTalk has become a daily part of their workflow, being able to provide better customer service than ever before.
Is a customer from Germany calling? Not a problem. CloudTalk directs the call to a German-speaking operator. When a customer contacts BoatAround outside their business hours a voice message is recorded and customer is reminded when support will be available again.
Pavel appreciates CloudTalk's flexibility and scalability, which allows BoatAround to fully customize CloudTalk as they grow. He also highlights the speed of a customer service team, which never leaves him waiting for a response.
At BoatAround, the number one resolution for next year is business growth. However, they do not forget that people are as important as technology and therefore invest in employee's development and well-being.
At CloudTalk, we are super happy to help customers grow and nothing cheers us more than seeing them do so! Would you like to join the success train?