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

Roadside Assistance Providers Compete on Speed, Reliability and Service Quality

Two years after Henry Ford’s Model T became the first automobile to be mass-produced and affordable to the average consumer, the first service to assist stranded motorists was launched. More than a century later, drivers have come to rely on the peace of mind that roadside assistance programs provide. While motor clubs still dominate the market, the industry has expanded to include towing companies, insurance companies, fleet companies, automobile makers, credit card companies, membership organizations, gas companies, wireless providers and, more recently, independent mobile apps.

Widespread competition and advances in mobile technology are transforming consumer expectations for roadside assistance. Stranded drivers demand a quick connection and fast response. Since smartphone owners can take advantage of location-based apps to find nearby garages and towing companies, they have little tolerance for long call wait times or a slow response from local partner-operators.

Independent startups are disrupting long-established providers in the industry. Mobile apps have particular appeal for younger drivers. To attract this customer segment, traditional providers will need to compete by providing a quicker end-to-end response, along with the reassurance that only a human connection can provide during a stressful situation.

Top Customer Service Challenges for Roadside Assistance Companies

Companies that provide roadside assistance programs are facing several unique challenges:

• Call centers must be able to quickly staff up to handle road traffic flow patterns, unexpected call volume surges due to severe weather conditions, holidays and peak travel season, and staff down to ensure that centers are operating as efficiently as possible.
• These same patterns and adverse weather conditions often hinder the ability for local operators to reach drivers, resulting in repeat calls, longer call times and low customer satisfaction with the overall response.
• The urgent nature of the interactions agents handle contributes to stress, burnout and, ultimately, high turnover. Roadside assistance call centers typically operate in a continual cycle of hiring and training.
• Roadside assistance programs that operate as a value-added service for organizations in other sectors must ensure that customer service delivery matches the customer experience vision and expectations of the brand it is representing.

Roadside Assistance companies turn to CustomerServ’s Expert Roadside Call Center Technicians that “DRIVE” Customer Experience!

CustomerServ’s roadside assistance clients provide coverage to over 100 million drivers, serving customers all across the USA and our vendors manage millions of roadside and related customer interactions in a 24/7/365 environment. CustomerServ’s roadside specialists have built a reputation for fast and reliable service delivered by compassionate, well-trained and skilled customer advocates focused on:

• Safety and security
• Speed of service
• Accuracy
• Reliability
• Communication

CustomerServ’s vendors support the roadside assistance needs of:

• Auto and motor clubs
• Auto rental companies
• Auto warranty companies
• Ride-sharing services
• Fleet management organizations
• Auto insurance companies
• Telematics and GPS tracking companies

Most roadside assistance companies are “clients within a client” because they are providing private label or white label roadside coverage for other companies.

CustomerServ’s roadside assistance vendors provide deep expertise in:

• FNOL (First Notice of Loss) and Claims
• 24/7/365 access to multi-skilled roadside assistance agents
• Staffing flex for seasonal and unplanned spikes in call volume
• Inbound Customer Service
• Mobile app support
• Outbound calls and SMS coordination with dispatch
• Telematics and concierge services
• Fuel delivery and battery jump
• Towing and repair
• Flat tires
• Navigation assistance
• Winching
• Lockout services