Fast-Growth Mobile Mechanic Startup Drives 4X Increase in Bookings & Improves Agent Empathy Scores by 32%

Mobile car repair and maintenance services startup operates in 700 cities across 50+ major metro areas in the U.S. and aims to drive more customer bookings and conversions and improve the overall customer experience. More specifically, goals included:

• Better understand the customer experience by analyzing 100% of calls.
• Minimize time to evaluate calls to yieldi more evaluations per agent per month.
• Monitor key interactions and points of interest from 100% of calls to tailor more impactful coaching sessions.
• Identify the interactions that lead to conversions.
• Collect broad business insights to make business decisions.

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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. 

Performance management

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, the company can understand what interactions lead to positive outcomes, determine how it can adjust scripting, and improve conversion rates for its clients. 

By extracting important business insights, most importantly zip codes and jobs that people were requesting that could not yet be served, the startup's BPO can share that information with its client to develop future offerings or expand to new cities.

Elevating agent performance with better coaching

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.

Results and What’s Next

Analyzing every call, optimizing performance management, and enhancing agent coaching has driven strong KPI improvements. This includes the following in just 3 months:

• A 32% climb in average agent empathy scores, the result of enhanced agent coaching programs.
• 4x increase in bookings, driven by soft skills via adaptive learning programs.
• 6x increase in conversation courtesy scores, driving revenue.

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 delivering better customer experiences for callers.