Increasing productivity for Boataround customer support agents

How Boataround Revolutionized Yacht Rentals

Boataround, an innovative yacht rental platform fundamentally changed the yacht rental industry by making it as simple as booking a hotel room. From humble beginnings as a European startup in 2016, Boataround now leads the global market, offering everything from small motorboats to luxurious yachts.

Issues That Led Boataround to CloudTalk

Before CloudTalk, Boataround struggled with inefficient customer communications. Using a single phone number led to missed calls, frustrated customers, and poor sound quality. As their customer base grew, these issues became more pronounced, highlighting the need for a better communication solution. They needed a system that could improve connectivity, reduce missed calls, and enhance agent productivity.

Boataround staff needed also to be available to their customers 24/7 in order to accommodate all of their needs. They had to find a single software that would help them cover all aspects of communications with their clients, be it phone calls, sending SMS messages, or resolving issues via email.

With CloudTalk, Boataround was able to turn their challenges into opportunities, transforming a reactive approach into a proactive one.

Reaching New Heights with CloudTalk

Boataround chose CloudTalk for its user-friendly interface, high call quality, international numbers, and seamless integrations. CloudTalk’s intuitive design allowed agents to focus on tasks without distractions, while advanced features provided essential metrics for growth. The switch to VoIP reduced costs and improved efficiency. Additionally, CloudTalk’s scalability ensured that Boataround could easily handle their growing customer base.

In just three months, the Boataround team made over 20,280 inbound and outbound calls, spending over 100,000 minutes on the phone using 35 international numbers. CloudTalk’s robust features and reliability have become an integral part of their daily workflow, helping them provide better customer service than ever before.

The Game-Changing Benefits of CloudTalk for Boataround

#1 High quality and stability of calls: CloudTalk built strong relationships with telco partners worldwide, securing better calling routes and stronger connections. As a registered operator in multiple countries, CloudTalk managed various aspects of phone call quality.

#2 User-friendly interface: CloudTalk’s interface is clear, aimed at maximum user convenience, and accessible from all devices. The web interface automatically adjusts to device resolution, making setup quick and easy.

#3 International numbers availability: Boataround operates in several countries and needs its own phone number for each to maintain a local presence. CloudTalk allows them to reach clients from familiar numbers, reducing missed calls and cutting costs on international calls. They can acquire phone numbers from more than 160 countries worldwide.

Boataround team’s favorite features

Call Statistics:  Complex statistics on calls, agents and call queues all in one place. With easy-to-see metrics, managers can check out which times of day most of their customers are calling and customize the availability of their operators.  Moreover, supervisors can see when their teams get the most calls and accommodate operators’ workflow. With CloudTalk, you can make smart decisions based on relevant data.

Agent Reporting: Agent reports provide each agent with personalized feedback grounded in your most important metrics (total number of inbound and outbound calls, total number of abandoned calls, average call duration, average speed to answer time, number of voicemails and much more). When agents are aware of their strengths and weaknesses, they can work on their performance and provide more complex and efficient customer care.

Voicemail: Customized greetings and voicemail messages are played to callers when you are not available, and when the customer decides to leave you a voice message, you can find it right away in the list of missed calls. This means that your clients will not have to wait in any queues. When a customer contacts BoatAround outside their business hours, a voice message is recorded and the customer is reminded of the time that support will again be available. Voicemail history contains the following data: who left the message, when was the message recorded and the caller’s phone number and the recording.

API: Boataround was able to integrate CloudTalk with their own external system. Now they can effortlessly import and export contacts and regularly download the history of phone calls, orders or tickets. All available data and information are automatically and regularly synchronized through CludTalk’s API. Boataround’s team always has access to up-to-date customer-interaction information in their system.

Essential CloudTalk benefits

Skills-based routing: With CloudTalk’s simple and intuitive interface, configuring your skills-based routing will take only a few minutes. Once setup is complete, you can start using all of our benefits to boost your customer satisfaction. A German customer is calling? CloudTalk directs them to a German-speaking operator. That’s because with CloudTalk, Boataround can route calls based on specific skills. Besides, their operators immediately see who is on the line. They can easily click through the customer’s history if they so choose. 

Business hours: CloudTalk’s interface allows clients to set business hours for each phone of their numbers individually, or to use the same timeframe for their whole team. BoatAround doesn’t operate every day, but their customers contact them 24/7. That is why they decided to set business hours for each phone number. If clients contact them when they aren’t available, CloudTalk switches to voicemail with a personalized greeting. The customer’s voicemail message is then sent to an appropriate agent.

Flexibility and Scalability: CloudTalk’s flexibility and scalability allow clients to fully customize the software as their company grows. What Boataround appreciates the most is the simplicity of adding or removing operators according to high/low seasons. They also highlighted the speed of our customer service team, which never leaves them waiting for a response. At CloudTalk, we love to go that extra mile for our clients. When Boataround told us they needed a Croatian number, we simply set one up for them lickety-split.

Pricing:  When Boataround was still at the beginning of their journey, they didn’t want to spend too much money on a solution that they were unfamiliar with. Luckily, CloudTalk is built for every business, at any stage. You can start a 14-day free trial, book a demo or choose one of three plans according to your business’s needs. Talk about a reasonable solution. 

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?