Optimized performance management, enhanced agent coaching, and deeper business insights allow this auto maintenance start-up to shine as a disruptor.
A mobile car repair and maintenance services startup, the company operates in 700 cities across 50+ major metro areas in the U.S. and aimed to drive more customer bookings, conversions, and improving the overall customer experience. More specifically, goals included:
While the startup recorded every call, the company was only actually able to monitor 1-2% prior to using Observe.AI.
With Observe.AI, they now have full visibility into customer interactions, and quality analysts can monitor business-specific keywords across every call and use machine learning to automatically surface the most meaningful interactions, such as compliance and process gaps or coaching opportunities.
The company's most impactful interactions revolve around three core metrics: successful bookings, identifying zip codes they cannot serve, and determining jobs that cannot be performed to expand the business.
With successful bookings directly leading to revenue, YourMechanic can understand what interactions lead to positive outcomes, determine how they can adjust scripting, and improve conversion rates for their client.
And by extracting important business insights, most importantly zip codes and jobs that people were requesting that could not yet be served, the start-up's BPO can share that information with their client to develop future offerings or expand to new cities.
The company knows that providing a great customer experience goes hand-in-hand with driving conversions. So better elevating agent performance with tailored training for individual agents is key to delivering that CX.
Using Observe.AI, the BPO is able to gauge the usage of empathy statements and courtesy words on 100% of voice calls. From there, they can identify agents in need of coaching, and focus on improving baseline numbers, in this case, conversions.
Analyzing every call, optimizing performance management, and enhancing agent coaching has driven strong KPI improvements. This includes the following in just 3MO:
The partnership with the fast-growing startup will continue to find new ways to utilize Observe.AI to better monitor and improve critical KPIs, like optimizing agent evaluations, creating new moments to uncover business drivers, and deliver better customer experiences for callers.