Sometimes, agile Silicon Valley companies outpace all expectations. These up-and-comers overtake large competitors by using innovative strategies and tech. Turo, the peer-to-peer car sharing service, is one such company. Now, this company is our newest partner.
“The biggest reason I would recommend Airkit is it unlocks many opportunities to design digital experiences that help customers self-serve. This increases customer satisfaction, and it saves the cost of an agent handling those issues” -Khalid Alali
On Your Mark
Turo seamlessly enables car-sharing between hosts and guests.
The company has been growing fast since its inception and currently has over 390,000 vehicles listed across the US, Canada, UK and Germany.
Turo selected Airkit to support its breakneck pace. If you’re not hip to the latest CX tech, Airkit is a tool for digitizing customer interactions in the contact center. Our intuitive builder empowers businesses to customize CX journeys across devices and channels. Keep reading to understand Airkit’s impact:
With the Airkit solution, Turo hosts can self-serve when they need to request a late fee. They don’t waste time describing their problem or waiting for an agent to identify the right account. Hosts simply click an SMS link, fill out a form, and receive a confirmation.
Khalid Alali, Senior Manager of Business Operations at Turo, says it best: “Our main goal is to improve CX while reducing cost. This means increasing self-service. Customers are happy when their issues are resolved quickly, not necessarily when they speak to an agent.”
Before the Airkit partnership, owners called the contact center directly to submit their request. Being on the phone was time-consuming for hosts and call center agents.
For Turo, the contact center can be an operations bottleneck. Demand for agents changes abruptly from season to season, which in turn makes staffing and training difficult. As the company grew, having to keep hiring more agents for the contact center proved unsustainable.
Turo wanted fast and user-friendly customer service that keeps costs low. Devoting engineers’ time for a CX project would take months. An agile company like Turo couldn’t wait that long. Khalid explains, “We wanted to take complicated customer flows and make them easy. Doing this ourselves was not economically viable, especially for information-gathering workflows that change on a regular basis.”
Airkit solved this problem in a matter of weeks. The new customer journey reduces time and expenses while boosting customer satisfaction.. Since Airkit’s out-of-the-box integrations work with InContact and Zendesk, Turo kept its workflow and automation settings. Contact center reps didn’t even need additional training.
This is just the beginning of the relationship between the two companies. Using a low-code builder like Airkit, Turo can test other customer service features without needing additional contact center employees or developers.
Khalid looks forward to continuing the partnership: “Airkit is a high-quality product that allows us to incorporate our brand theme, color, fonts, etc. We can deliver a consistent experience to our customers. Also, the Airkit team has been very supportive. They’ve been a consultative thought partner, challenging us and giving us more ideas for features.”
This freedom to quickly deploy features is especially valuable for conversations that move customers to the next step in their journey. Whenever Turo needs customers to share information or take additional action, efficiency is a competitive edge.
Airkit already supports phone, SMS, web, chat and other channels, so Turo can race ahead of the competition with stand-out CX.
Read the press release here.