Case Study: Getaround achieves rapid scaling and reduced call wait times with Zendesk

Getaround - Customer Case Study

Getaround is an on-demand carsharing company that has rapidly expanded into major U.S. cities and needed its Customer Happiness team to scale in step. Supporting two distinct customer groups—car owners and renters—plus the high-stakes nature of driving meant 24/7 phone support was essential; the team grew quickly (adding 12 agents last year to reach 24 across San Francisco and the Philippines) and handles more than 4,250 voice tickets per month, with call wait time the key metric.

Getaround adopted Zendesk across the business and chose Zendesk Talk for VoIP so agents could take calls anywhere with only a laptop, while building custom integrations on the Zendesk API and using Looker and Flowdock for analytics and collaboration. The solution gave them a flexible, equipment-free way to run 24/7 support, monitor and manage call wait times as they scale, and align hiring to demand as the company grows.

Getaround

Isaac Wexman

Customer Happiness Team