Modern Quality Assurance: How to do customer service QA the right way
Make agent QA both effective and efficient by blending AI and human expertise.
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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Meet our Agent QA Reviews feature: Faster evaluations and targeted feedback
With our data-driven QA review process, there’s no more wasting time manually sifting through agent conversations.
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AI-Powered Interaction Summaries are now available in EdgeTier
Here at EdgeTier, we've just reached a milestone on the EdgeTier system. We are introducing our first Generative AI feature
Customer-Focused Leaders Trust EdgeTier
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."
Deborah Guivisdalsky
COO
"We now have highly detailed understanding of agent performance, not just on key agent metrics, but also on how customers react to our agents and the emotions of our customers feel when talking to our team."
Vladimir Greavu
BBG Director of Customer Service
"I specifically liked the flexibility. I liked the can-do attitude. I always felt supported. There hasn’t been any single point in our journey where EdgeTier has said no."
Ready to see results?
Let us help your company go from reactive to proactive customer support.
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