Case Study: DiscoverCars achieves scalable 24/7 global customer support and streamlined call management with CloudTalk

Increasing satisfaction for DiscoverCar’s customers

DiscoverCars, an online car-rental marketplace serving 10,000+ destinations and working with 500+ partners, needed a robust 24/7 phone solution to support a growing, multilingual customer base. After outgrowing a Twilio + LiveAgent setup that lacked negotiable pricing, SMS, detailed call statistics, local numbers, IVR and rapid regulatory support, DiscoverCars chose CloudTalk’s business phone software to provide international lines, IVR and better reporting.

CloudTalk deployed international phone numbers (24), IVR, SMS, automatic callback, a call-flow designer, LiveAgent integration and a mobile app so agents could access customer data and automate routine tasks. The change enabled DiscoverCars to handle 4,800+ inbound/outbound calls and 9,000+ minutes per month, improve hiring and performance decisions via call statistics, and raise customer satisfaction—results DiscoverCars plans to extend by integrating CloudTalk into its booking platform.

DiscoverCars

Frederico Lopes

Head of the Customer Service