Case Study: Extra Space Storage achieves better customer experiences with Birdeye

Scott closes the experience gap at every stage of the customer journey

Extra Space Storage, which operates 1,900+ locations and handles more than a million customer calls a year, needed to improve customer experience for people often dealing with stressful life events like moving or renovating. The company wanted to better engage customers across all channels and reduce friction in its call center and self-storage rental process. Birdeye supported this customer-experience focus as Extra Space Storage looked to strengthen service for both new and existing customers.

Using Birdeye-aligned customer experience strategies, Extra Space Storage emphasized omnichannel support across its website, call center, chat, social media, and stores, with a goal of resolving issues on the first contact. The company also accelerated online rental capabilities during COVID-19, allowing customers to rent completely online or through the call center. As a result, Extra Space Storage improved resolution speed, handled surging call volume more effectively, and reached record-high occupancy across its stores.

Extra Space Storage

Scott Hansen

Senior Director, National Sales Center