How CloudTalk helped DiscoverCars increase customer satisfaction
DiscoverCars is a rapidly growing car rental company operating in over 140 countries. As their customer base expanded, so did the volume of incoming calls to their customer support team, resulting in longer wait times for customers, lower customer satisfaction, and higher call abandonment rates. It became evident what the company had to do — find a way to reduce wait times and really focus on customer experience.
When warning lights flash
DiscoverCars’ call center agents were overwhelmed by the sheer volume of incoming calls. On average, they receive over 100,000 calls per quarter with most of them being basic queries an IVR system could easily address. The company wanted to implement an IVR solution that could handle common FAQs and route complex inquiries to the right agent, reducing wait times and improving the customer experience.
Driving positive change
DiscoverCars partnered with CloudTalk to implement an IVR system that could address this challenge. CloudTalk’s next-generation calling software was able to provide a range of features beyond that, including call routing, automatic call distribution and power dialer, among others.
We set up DiscoverCars’ IVR system to greet customers with a pre-recorded menu providing options to address common queries such as booking confirmation, car rental rates, and location details. Furthermore, the IVR system also helps route calls to the right agent based on the customer’s query.
For instance, if a customer calls to modify an existing booking, the IVR system routes the call to an appropriate agent with the necessary access and expertise to handle the query in the shortest and most enjoyable way possible.