DiscoverCars started in Riga, Latvia, but as they grew beyond their borders, new customers started to pour in. They couldn't keep assisting them through traditional landlines — it was inefficient and impractical. There simply weren't enough agents available on the line at any given time.
Due to the worldwide car rental business requiring constant communication with various nationalities, the team had been using Twilio for making calls and Liveagent for receiving them. The combination of those tools provided the basics: convenience via connected communication. But after two years testing out other services (and rapid growth), it became critical for DiscoverCars to address their communications challenges with the help of a truly comprehensive platform.
Other providers had proven to have very little room for negotiating discounts based on call volume. Accurate statistics and reports regarding missed calls or activity on specific lines were also missing. And in an age that necessitates reaching customers via multiple platforms, the lack of SMS functionality was a clear hindrance. However, the main issue was a lack of access to fast, personalized support—especially when it came to connecting with new markets, where DiscoverCars had to deal with each phone number’s regulatory compliance.
Additionally, the team did not have addresses in most countries which they required, and they lacked the option of creating specific IVRs (interactive voice responses) to manage complex customer journeys.