Integrating a Customer Support Agent for the Car Rental Company

Company Bio

The client is a car rental company in Portugal with over 20 years of experience. They offer a wide range of vehicles and services, and are committed to providing their customers with the best possible experience.

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Challenge

The company was looking to integrate a customer support agent who could be the first point of contact for customers and forward them to the right office, as well as answer questions about pricing, payments, rental extensions, and car accidents. The agent would also need to be able to work with multiple teams in different offices and across multiple platforms.

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Solution

Pexly recruited an agent who was fluent in English and Portuguese, had excellent soft skills, and was able to work effectively with multiple teams and platforms. The agent was also trained on all of the client’s products and services, as well as on how to handle common customer support issues.

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Results

Since integrating the new customer support agent, the client’s company has seen a 50% decrease in queue time and a 15% increase in customer satisfaction rate. This is due to the agent’s ability to efficiently and effectively resolve a wide range of customer requests, as well as their ability to build strong relationships with the different teams in the company.

For example, the agent has developed a deep understanding of the company’s products and services, which allows them to quickly and accurately answer customer questions. The agent is also able to quickly identify and escalate complex issues to the appropriate team, which helps to reduce the overall time it takes to resolve these issues.