Top Customer Service Issues and CustomerServ’s Call Center Expertise in the Transportation Industry

Transportation Industry Impacted by Advances in Technology and Changing Consumer Behavior

The transportation industry is undergoing revolutionary change driven by developments in telecommunications, social media and IoT technology. To succeed in the emerging mobility ecosystem, transportation providers must transform from a traditional business model by embracing end-to-end mobility services.

The proliferation of connected devices and advances in autonomous technology are transforming consumers’ views of transportation. The Global Mobile Suppliers Association (GSMA) reports that vehicles are emerging as the new platform for a wide range of media and services, and that up to two-thirds of new vehicles sold by 2025 are likely to be connected. While fully autonomous vehicles inch closer to regulatory approval for the public, automakers are already investing in semi-autonomous safety features and advanced driver-assistance systems that are expected to reduce accidents, lower insurance rates and help to gain consumer acceptance for the reality of self-driving cars.

In recent years, consumer behavior has been shaped by the growth of mobility-as-a-service (MaaS) firms that provide ride-sharing, e-hailing and car-sharing services. In metropolitan areas, the ease and accessibility of hailing a car with a mobile app has made MaaS a top choice for local transportation.

Top Customer Service Challenges for Transit and Automotive Technology Companies

Amid changing consumer behavior concerning automobiles and transportation, long-held business models are shifting within the automotive and transit industry. Here are just a few of many challenges transport companies face each day:

• Healthcare organizations, hospitals, agencies, non-profits and municipalities rely on transportation and ridesharing services that are safe, reliable, affordable and FTA compliant.
• Both commercial and direct-to-consumer end users, drivers, patients and riders in general require best-in-class and seamless contact center support. 
• Many MaaS firms lack direct email and/or phone access to customer service. Many consumers have voiced their frustrations via social media sites and are calling out companies that make it difficult for consumers to connect with a human who can answer questions and resolve billing issues and other complaints. Providing innovative and easy-to-use technology is not enough to offset poor or inaccessible customer service.

Automotive and Transportation Call Center Outsourcing DRIVEN by CustomerServ!

CustomerServ provides deep experience in the transportation industry, helping leading auto-tech, ridesharing, medical and non-medical transportation companies provide a seamless solution. CustomerServ’s expertly selected call center vendors focus on the needs of automotive, para-transit, assisted mobility, and auto-tech companies provide a world-class customer experience and technical ecosystem providing omni-channel solutions that transcend the traditional call center. The growing demands of consumers and the need for digital touch-points requires call center vendors that are offering tomorrow’s contact center solutions and technology, today.

CustomerServ’s vendors provide expertly trained transportation specialists to support our clients in the following areas:

• Assisted mobility
• Ridesharing services
• Telematics
• Concierge services
• Emergency roadside assistance
• Total loss and auto auctions
• Dealer management systems
• Fleet management
• Fleet credit cards and financial services
• Auto rental reservations
• Scheduling
• Vehicle service contracts
• Maintenance 
• Aftermarket sales
• Recalls
• Vehicle insurance
• Warranty support
• 24/7/365 call center support
• Inbound call center services
• Outbound call center services
• Live chat and click to call
• Email, SMS and social media support
• Mobile app support
• Back office and digital channel support
• Content moderation and community forum support