Summary
As DiscoverCars scaled its global car rental marketplace, customer support teams faced a growing challenge: extremely high inbound call volumes that led to long wait times, rising abandonment rates, and declining customer satisfaction.
By implementing CloudTalk’s IVR and intelligent call routing, DiscoverCars transformed how incoming calls were handled. Routine queries were automated, complex issues routed to the right agents, and customers reached help faster—without increasing headcount.
The result: faster resolution times, happier customers, and a support operation built to scale.
About DiscoverCars
DiscoverCars is an international car rental booking platform operating in more than 140 countries. The company helps travelers compare rental options, manage bookings, and resolve issues across a global customer base.
As demand grew, DiscoverCars’ customer support teams were handling over 100,000 calls per quarter, most of them related to repetitive, easily solvable questions. Scaling support without compromising experience became a business-critical priority.
Problem
When Call Volume Outpaced Customer Experience
Rapid growth brought pressure to DiscoverCars’ support operations. Agents were overwhelmed by the sheer number of incoming calls, leading to:
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Long waiting times
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High call abandonment rates
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Declining customer satisfaction
Many customer queries—booking confirmations, rental details, pickup locations—didn’t require a live agent. Yet without proper routing or automation, every call entered the same queue.
The benefit we value the most is the call routing. With the IVR, we route customers to agents who speak their language and prioritize customers based on where they are in the booking process.
DiscoverCars needed a way to reduce pressure on agents while still delivering fast, high-quality support.
Evaluation
What DiscoverCars Needed in a Support Solution
To fix the bottlenecks, DiscoverCars looked for a platform that could:
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01
Automate high-volume, repetitive queries
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02
Route calls intelligently based on language and issue type
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03
Reduce waiting and handling times without increasing staff
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04
Scale globally with predictable performance
IVR emerged as the foundation—but flexibility, reliability, and ease of rollout mattered just as much.
Solution
Smarter Routing, Faster Answers, Less Friction
DiscoverCars partnered with CloudTalk to implement a tailored IVR system supported by advanced call routing and automatic call distribution.
Customers are now greeted with a pre-recorded menu that helps them quickly navigate to the right solution—whether that’s confirming a booking or speaking with a specialist.
Calls requiring human support are routed to agents with the right skills, language, and access, ensuring faster and more effective resolutions.
Our call volume tripled in only two years. Today, our agents receive around 100,000 calls per quarter. With CloudTalk, we can handle all of this communication easily.
Beyond IVR, DiscoverCars also benefits from CloudTalk features like call routing and automatic call distribution, helping balance workloads and maintain service quality at scale.
Results
Measurable Gains Across the Support Operation
After implementing CloudTalk, DiscoverCars achieved significant improvements:
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80% reduction in customer waiting times
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25% decrease in average call handling time
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15% increase in customer satisfaction
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20% drop in call abandonment rates
These gains allowed DiscoverCars to handle more calls with the same number of agents—while delivering a noticeably better customer experience.
CloudTalk helped us change our strategy and stay ahead in a competitive market by delivering faster, more reliable customer support.
Takeaway
Why CloudTalk Works for High-Volume Support Teams
For DiscoverCars, CloudTalk became the backbone of a scalable, customer-first support operation.
By automating simple queries and routing complex issues intelligently, support teams spend less time firefighting—and more time helping customers when it matters most.
As call volumes continue to grow, CloudTalk enables DiscoverCars to scale confidently, improve satisfaction, and deliver consistently great service worldwide.
