How roadside assistance competition has upped the ante for customer service

February 27, 2018 | Contact Center Industry | Blog
man waiting for car service

Competition for roadside services requires a top-notch customer experience

The number of roadside assistance providers competing against the industry granddaddy—the American Automobile Association—is on the upswing.

These competitors are using Uber’s business model to make inroads into AAA’s market of nearly 54 million drivers. For instance, Honk, launched in 2014, secured $12 million in Series A funding in 2015 and is now the country’s second-largest roadside network. Another upstart, announced a $7 million funding round in 2015 and is available in more than 80 cities.

Good Hands Rescue Mobile (GHRM), a service developed by Allstate and available to anyone, connects stranded motorists with emergency roadside service providers. Allstate claims GHRM helps roughly 25,000 stranded drivers each month.

A persistent challenge in the industry is sourcing service providers that can mobilize in the timeframe that customers expect and need help. A less widely understood challenge is the ability to handle incoming calls from stranded motorists—understanding logistics and nailing down every critical detail—while also providing the empathy, reassurance, and customer service that earns motorists’ continued loyalty.

However, with greater competition, roadside assistance providers need to deliver a top-notch customer experience. This requires having a nimble approach to contact center operations—making more agents available during peak times to keep customers from waiting on hold too long—and sourcing self-motivated agents who are empathetic problem solvers.

Why is contact center agility so important?

Demand for roadside assistance is subject to wild fluctuations with weather and seasonal peak travel times. These unpredictable spikes catch contact center managers off-guard, and when hold times stretch longer, the lack of adequate staffing is to blame for poor customer service.

Liveops, however, provides solutions for consistently great customer service. We use an on-demand business model similar to Uber, but we it apply it in our area of speciality—contact center operations. Our model offers flexibility and access to a workforce of skilled agents that scales to match demand. In addition, our agents have the skills and experience that enables them to provide exceptional customer service for roadside assistance customers.

We start by sourcing the right agents, handpicked for reliability and experience in your industry. With access to highly qualified agents, you’ve got ambassadors who provide: 

  • A depth of skills to support your customers, including strong attention to detail
  • Knowledge of the systems needed to mobilize assistance
  • Empathy and soft skills to reassure people during what can be an emotional or frightening roadside problem

Liveops agents build trust with drivers from the first contact to future experiences. At the same time, because you have the right agents at the right time, your cost per call is reduced—you only pay for minutes you use. Unlike more traditional contact center arrangement, you aren’t paying for idle time.

Reach out to us to learn more about how Liveops can power your bottom line with roadside assistance agents. Read more about improving customer service flexibility in our white paper, or how to handle customer service spikes with our webinar.

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Stephanie Stouck

Stephanie is director of solutions marketing at Liveops. She specializes in developing deep insights in the call center industry to create innovative solutions that maximize business agility and quality.