Case Study: Swoop improves tailored support and marketplace communications with Quo

How Swoop uses targeted OpenPhone numbers to support its two-sided marketplace

Swoop, a Los Angeles-based logistics company operating a two-sided marketplace for private transportation, needed a robust phone system to support both ride operators and customers. Their previous solutions, including Aircall and an in-house system, were inadequate. The internal system would drop calls if a single employee was unavailable, creating a poor client experience. They turned to the vendor, Openphone (Quo), for a better solution.

By implementing Openphone (Quo), Swoop gained the flexibility to use multiple targeted phone lines for different needs like support and onboarding. Key features like round-robin call distribution ensured calls were always answered, while internal comments and conversation threads improved team coordination. This provided a more tailored and efficient communication experience for their entire marketplace, enhancing the overall customer experience.

Swoop

Amir Ghorbani

Chief Executive Officer