Case Study: Turo speeds up roadside support with Zingtree

Turo shortens roadside calls and lifts satisfaction with Zingtree

Turo, a car-sharing marketplace, faced a challenge with its lengthy and complex roadside assistance calls. Their agents had to navigate dense, linear scripts that couldn't account for the high variability of each situation, leading to long handle times and a heavy cognitive load. To address this, Turo implemented guided workflows from Zingtree.

Zingtree's solution provided agents with dynamic workflows that only surfaced relevant steps and scripts based on the caller's specific situation. This implementation by Zingtree shortened the average handle time for roadside calls, increased quality scores, and raised satisfaction scores for both guests and hosts. The success of this project led Turo to expand its use of Zingtree into other departments.

Turo