Roadside assistance customer service designed for the unexpected 

Urgent support, done right  

When drivers are stranded, every second matters. Liveops delivers roadside assistance customer service designed for high urgency, high variability, and high expectations. With the thousands of skilled customer support professionals within our network, programs can manage peak demand, reduce hold times, and deliver clear updates from first contact to resolution. 

Whether volume surges during severe weather, holiday travel, or unexpected incident spikes, Liveops supports fast triage, accurate dispatch coordination, and clear status updates that protect trust and strengthen loyalty.  

Faster

speed to answer

Higher

first-call resolution

Better

member satisfaction

Liveops supports roadside assistance and motorist customer service programs through a range of solutions: 

  • Inbound roadside intake and triage 
  • Dispatch coordination and status updates 
  • Tow and service provider outreach  
  • Membership verification and eligibility support 
  • Policy and benefit explanations  
  • Claims assistance and post-incident follow-up 

See our flexible customer outsourcing solutions

a delivery man handing a female customer a brown paper bag

Case study | Hospitality

Learn how liveops helped a top home delivery brand scale during peak season

To meet the demands of a fast-paced peak season, a top home delivery brand turned to Liveops—and saw results fast. With 80% of agents reaching proficiency in just 30 days and an impressive 82% average quality score, the partnership delivered rapid onboarding, consistent service, and the scalability needed to keep customers satisfied.

Read the case study

Supporting roadside needs across the ecosystem 

Liveops supports roadside programs across a wide range of industries, each with different workflows, expectations, and escalation paths. From OEM and dealership programs to insurance roadside, motor clubs, fleet operations, EV support, and rental and mobility providers, we tailor roadside assistance customer service so drivers get to resolution faster with less friction. 

Inbound roadside intake and triage

  • Original Equipment Manufacturer (OEM) and dealership programs
    Capture incident details fast while protecting a premium brand experience and routing drivers to the right next step. 
  • Motor clubs and membership programs
    Conduct empathy-forward intake that reduces repeat contacts by getting the right information the first time.
  • Fleet and commercial programs
    Use structured triage to prioritize urgency, keep drivers safe, and minimize downtime. 

Dispatch coordination and status updates

  • Estimated Time of Arrival (ETA) communication and expectation-setting
    Share accurate ETAs, explain what happens next, and proactively notify drivers when timing changes. 
  • Multi-party coordination updates
    Keep drivers informed when dispatch requires provider confirmation, rerouting, or rescheduling. 
  • High-volume surge continuity
    Maintain consistent update cadence during severe weather and peak travel periods to reduce “Where is my help?” follow-ups. 

Tow and service provider outreach

  • Provider confirmation and dispatch checks
    Contact tow and service providers to confirm job acceptance, location details, and arrival timing. 
  • Reschedules and reroutes
    Manage provider changes, cancellations, and reschedules while keeping dispatch records accurate. 
  • Service completion closure
    Verify completion details and capture final notes to support clean handoffs and program visibility. 

Membership verification and eligibility support

  • Member validation and coverage checks
    Verify membership status, plan level, and service eligibility before dispatch to prevent delays. 
  • Benefit usage and limits review
    Confirm remaining uses, distance or service caps, and any out-of-scope scenarios with clear documentation. 
  • Identity and account troubleshooting
    Resolve common verification blockers (mismatched details, account lookup issues) to keep the interaction moving.

Policy and benefit explanations

  • Plain-language benefit guidance
    Explain what the roadside benefit includes, what it excludes, and the quickest path to resolution. 
  • Cost and responsibility clarity
    Set expectations on potential out-of-pocket charges, approvals, and next steps when a situation falls outside coverage. 
  • Scenario-based support
    Provide clear guidance for common roadside situations (towing, lockout, jump start, tire help) based on program rules. 

Claims assistance and post-incident follow-up

  • Claims-adjacent support
    Capture required details, document the incident, and route items to the correct claims or program team. 
  • Service recovery follow-up
    Handle complaint intake, acknowledge gaps in service, and support resolution steps that rebuild trust. 
  • Closure and feedback loops
    Confirm outcomes, record driver feedback, and surface recurring issues to help reduce repeat incidents over time. 
Quote What OUR clients say
Their pay-for-productive-time model allows us to align cost with value delivered. It’s efficient, scalable, and performance-driven.
Chief Operating Officer, Liveops Client
Quote What OUR clients say
Liveops fits seamlessly into our business operations. We treat them like another center in our network, and they deliver with the same cadence and performance expectations.
CX Program Leader, Liveops Client
Quote What OUR clients say
Liveops has remained flexible to meet our needs, whether supporting a group of 15 or over 300. They have proven to be a responsive, flexible, and quality business partner over this time.
VP of Operations, Liveops Client

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