12000 cars on the road and support, which is always on top
Building a centralized omnichannel platform for on-line client support
Some interesting facts: more than 10 car-sharing companies have closed in Moscow for the last 2 years. Moreover, almost each of them within approximately one year after a widely advertised launch. What can be the reason for such turnover in the sphere that has been considered a free-competition area in our country?
Clients have named the main reasons besides incorrect price setting to be incorrect application work, low quality of support, indifferent attitude of the company towards its clients, and even leaving without help in an emergency what is absolutely unacceptable for any service company.
As they say, it's easy to ruin a reputation but it's almost impossible to restore it.
Still there is a company in our market that has made the reputation of client service the core of its business. Having started with only 100 cars in 2005, company Delimobil is already putting on the road more than 12000 cars in 12 Russian cities now. The company managed to share Russian market leadership and enter top 4 biggest car sharing companies in Europe.
The company has secured regional and country expansion in its strategy as a method of unlimited business growth in the global market.
Still despite Delimobil's cars driving on the roads already in 12 Russian cities alone, the company manages to keep to the main car sharing principle: doing work fast, being with the client at all times and solving their problems once they appear.
Surely, the main reason of perfect work is always competent people, right employees for their jobs. But without a tool at hands that is an up-to-date system of client multi-channel support it is impossible to reach such high quality service and client satisfaction.
Business high requirements for the quality of client support processes have imposed the decision in favor of scalable platform Zendesk Enterprise which includes Helpdesk – Support system, intelligent knowledge base Guide and additional system of expanded access to request handling Collaboration Add-On.
The SDK and API within the complex allowed the developers to integrate deeply Zendesk Support into social media interfaces and universal knowledge base Zendesk Guide.
The complete launch of Guide knowledge base allowed to relieve the agents of standard routine questions and create an effective system of self-assistance for the client.
During the project a unique integration of Zendesk Support capabilities into social media platforms Telegram, VKontakte, Instagram and Facebook was carried out. The social media are defined by the customer as the main client interface after contact center.
Using Zendesk Insight solution (BI analytics tool) managers and supervisors of the company managed to introduce the system of control and assessment of support work, timely receive analytical reports, which allow to make decisions on business processes adaptation to the requirements of the growing business in good time.
Deep integration of Zendesk Support plus Collaboration Add-On into social media (Telegram, VKontakte, Instagram, Facebook)
125 agent positions were set up to handle more than 5000 requests a day
Average client's problem handling time is 21min (up to 2hrs earlier)
CSAT stable> 78% (performance better by 25% from initial level)