Strong Customer Emotion Spikes: The Signals Most Support Teams Miss
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How Cartrawler Revolutionised Customer Support with Award Winning AI
"EdgeTier is no ordinary software product ... It has completely changed how we work at CarTrawler.” James WaghornDirector of Customer Contact, CarTrawler The EdgeTier Mission At EdgeTier, we're on a mission to help contact centres with a technology-driven approach. We are driven to optimise contact centre metrics with our customer service software by reducing…
Table of contents
13 May 2021
“EdgeTier is no ordinary software product … It has completely changed how we work at CarTrawler.”
James Waghorn
Director of Customer Contact, CarTrawler
The EdgeTier Mission
At EdgeTier, we’re on a mission to help contact centres with a technology-driven approach. We are driven to optimise contact centre metrics with our customer service software by reducing handling times, lowering queue lengths, lowering abandon rates and increasing customer satisfaction scores.
Our AI software is built to empower contact centre managers and agents to unlock the promise and potential of a great customer experience.
To get you on the road to soaring CSAT scores, we’ve pulled together this great case study featuring a world-leading B2B technology organisation: CarTrawler.
Embracing AI to scale Contact Centre Cartrawler:
CarTrawler is the world’s leading B2B technology provider of car hire
and mobility services to the travel industry, supporting over 2,000 travel partners, 2,500 transport suppliers and almost one billion end customers. CarTrawler’s rapid growth brought several key challenges, particularly in the area of customer care.
This case study will show you how CarTrawler used EdgeTier’s AI-enabled agent assist to revolutionise their contact centre performance, winning, ‘Best Use Of Technology’ at the CCMA Awards in the process.
In This Customer Story You’ll Learn How EdgeTier empowered CarTrawler to:
- Scale customer care costs
- Deliver high-quality chat and email service.
- Provide worldwide 24/7 support.
- How AI is leveraged in a Multi-lingual environment (20+ languages).
- Optimise the contact centre for busy peak season with up to 50% increase in contact volumes.
- Seamlessly deal with a complex mix of customer contact reasons
- Effectively use data to make data-driven decisions.
- Maintain high customer support standards with AI.
- Move away from an inflexible customer care system.
- Embrace automation and data visibility.
- Find a recipe to reduce the time agents spend on complex manual processes.
- Gain a deeper understanding of customers
- Greatly improve team performance.
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Conversational Analytics: Earning CX a Seat at the Boardroom Table
Based on a recent talk at Contact Centre Expo Customer experience is supposed to be a priority. We all say
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Voice of the Customer Programs Explained: Challenges, Insights, and How to Get It Right
This article originally appeared on Edge Signals – Bart Lehane’s LinkedIn newsletter on customer experience, analytics, and AI. Follow for
Customer-Focused Leaders Trust EdgeTier
Afroditi Pina
Director of Customer Service
"It has reduced the time for the quality assurance process as it provides clear data and a very robust direction on where to look and what matters the most."
Nick Brazitis
Global Customer Care Manager
"The anomaly feature is a game changer for us. It’s highly accurate and has helped us identify customer issues, agent errors, and even fraud that would have taken us longer to catch."
Debbie Duggan
Contract Manager for Customer Solutions
"We thought at the time that we were putting the customer at the fore. We thought we were doing things right. But in hindsight, we really weren’t because we had no real-time insights whatsoever into customer issues."
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