Case Study: Turo achieves faster support and higher CSAT with Airkit

How Turo Drives Customer Satisfaction and Operational Efficiency with Airkit

Turo, a peer-to-peer car‑sharing marketplace with over 10 million users and 450,000 vehicles, faced slow, manual workflows when hosts needed to request additional usage or late return fees. Hosts had to call support, verify details, and sometimes discovered they were ineligible after long hold times; agents then manually logged information in Zendesk. Seeking faster, more reliable service, Turo partnered with Airkit.

Airkit delivered a low‑code, SaaS automated self‑service flow that Turo customers access via IVR-to-web links and that integrates directly with Zendesk. Airkit’s solution auto-populates tickets and captures required info, letting hosts complete requests without long holds; as a result Turo cut time per additional usage fee in half (saving ~19 minutes per session), reduced average session time for late returns by 31% (~13 minutes), and increased CSAT by 13% for late return requests and 11% for additional usage fees.

Turo

Khalid Alali

Senior Manager of Business Operations