Case Studies > Agent Assist, Logistics and Services, Proactive Engagement
One of the largest auto rental company in the United States was looking for a way to reduce the average handle time of customer service calls by creating seamless digital messaging between agents and liaison officers around the country.
The rental company found customer service calls handling replacement vehicles stretched into 10-15 minute long interactions as agents needed to call multiple field locations to find the best available replacement vehicle. They looked to improve their customer experience by removing the need for multiple calls.
This auto rental company is a leading global provider of mobility solutions, with more than 10,000 rental locations in approximately 180 countries around the world. The company mainly operates in North America, Europe, and Australasia.
Zappix optimized interactions between agents by streamlining the rental replacement process. Where agents previously were forced to place multiple phone calls to liaison officers in the field, one after another, looking for a replacement vehicle for customers, Zappix Agent Assist and Proactive Engagement solutions now allow agents looking for vehicles to simultaneously message all relevant locations at once.
The group messaging functionality, sent from agents’ computers to liason officers’ mobile phones, greatly expedites the replacement process, allowing for all messages to be sent and read in parallel.
Not only does Zappix provide faster, easier intracompany communication, but the Agent Assist solution also allows agents to promptly update customers on the replacement process and tracks the entire process from submitted ticket to replacement and successful resolution.
The Auto Rental company benefitted from several key features of the Zappix solution including:
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Zappix transforms the user journey during customer service interactions with an AI-Powered Digital Engagement Platform- engaging through Digital Outreach, deflecting inbound inquiries using Digital Self-service, and optimizing agents’ activities using Digital Agent Assist. The cloud-based platform enables workflow automation, rapid developments, and integration to back-end systems and provides an actionable Analytics Suite.
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