Client Success -
Roadside Assistance
Responsive Roadside Support for a Leading Roadside Assistance App
Resolution rate
Service level
Answered in <20 secs
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Overview
When a leading roadside assistance app needed support for unpredictable inbound demand, Liveops delivered a responsive support model built to help manage sudden spikes, maintain performance, and improve the customer experience during urgent roadside events.
In an environment shaped by volatility, weather-related surges, and time-sensitive customer needs, Liveops helped the client create a more reliable approach to handling roadside support at scale.
Key challenges
The client operated through a distributed network of roadside assistance companies and drivers, which added complexity to every customer interaction. When a driver requested help through the roadside assistance app, support often depended on coordination across multiple external roadside providers.
Customers calling in were often waiting in stressful roadside situations and needed accurate ETA updates, which meant support teams had to move quickly to gather information, communicate clearly, and keep the experience on track.
At the same time, demand was highly unpredictable. Call volume could spike without warning due to vehicle breakdowns, severe weather, and catastrophic events, making agent scheduling and service level consistency especially challenging. In an environment where urgency was constant, the client needed a support model that could stay responsive under pressure while still delivering efficient call handling.
The program also needed to limit transfers back to the client’s internal call center. Reducing those returns was important for easing operational strain and creating a smoother customer experience. To succeed, the support model had to combine strong speed of answer, efficient handle times, and low return rates in a roadside environment where volatility was part of everyday service delivery.
The Liveops solution
Liveops delivered a scalable roadside support model designed to help the client respond effectively when inbound demand shifted suddenly. This approach made it easier to manage spikes tied to breakdowns, severe weather, and catastrophic events while maintaining a more consistent support experience.
For customers calling in for status updates, agents within the Liveops network contacted roadside support providers to confirm ETAs and relay timely updates back to the customer. This was especially important in first notice of disablement and roadside status scenarios, where speed, clarity, and reassurance were critical.
Liveops also helped improve operational efficiency by maintaining short handle times and reducing unnecessary returns to the client’s internal team. As a result, the client was better positioned to stay responsive and deliver a smoother experience for drivers waiting for assistance.
The end result
Liveops helped the roadside assistance app maintain strong responsiveness in an environment defined by unpredictability. Despite sporadic call patterns and weather-related surges, the program supported an 80/20 service level goal and achieved 98% of inbound calls answered in 20 seconds or less.
The team also maintained average handle times of 4 to 7 minutes, helping balance speed with the need to coordinate ETA updates from roadside assistance providers. Liveops also delivered a 95% resolution rate, reducing transfers back to the client’s internal call center and supporting a more seamless customer experience.
Together, these results demonstrate the value of a surge-ready support model for a roadside assistance app: fast answers, efficient coordination, and reliable support when customers need help most.
Why choose Liveops for travel and hospitality?
flexibility to expected or unexpected events
AI and technology-driven efficiency
empowering agents with real-time support, streamlining contact center operations, and optimizing workforce management
years of travel and hospitality industry
Key takeaways
Fast response times
98% of inbound calls were answered in 20 seconds or less.
Service level support
Worked toward an 80/20 service level goal in a highly volatile roadside environment.
Low return rates
Kept return calls and transfers back to the client’s internal call center below 5%.
Efficient handling
Maintained average handle times between 4 and 7 minutes.
Roadside coordination support
Helped gather ETA updates from roadside assistance providers so customers received timely information.
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