About the organisation

The client is one of the most trusted brands for the premier car rental companies of Sri Lanka. The company pride itself on providing dedicated and personalized solutions to fulfil all your transport requirements. As a member of the Rent-A-Car Association of Sri Lanka (RACA), their team has years of valuable experience under its belt, managing a vast spectrum of customer expectations. They guarantee a car rental service that this reliable, cost-effective, superior, hassle-free and one that does not compromise on comfort or safety.

With their large fleet of vehicles, they strive to serve a wide range of customer requests, from short-term rentals to long-term leasing and speciality contracts. They offer a variety of cars, minivans and large passenger vans to suit any need or occasion.

Here’s how a car rental company improved customer service with Route Mobile’s WhatsApp Business Platform

Challenges Faced

  • Customers often have queries about renting a car that the company’s customer service addresses using voice calls. Staff also gathers customer information on calls to process quotations, which are sent by email
  • Call centres come with hold times and emails don’t guarantee instant replies
  • The company strives for a customer support solution that delights customers on first contact and is responsive

Scripted the success story by

  • The company bridges its communication gap through a chatbot
  • The chatbot gathers preliminary information about a customer, which helps the company to send initial rent quotations.
  • The bot also functions as a customer service agent and answers routine questions instantly

Outcomes of #RouteItRight methodology

Customer satisfaction has increased since bots were implemented, causing the company to switch to WhatsApp for customer support