SnappCar: transforming their Zendesk customer service in a snap

• SnappCar uses eesel AI to handle Tier 1 tickets inside Zendesk, saving their agents valuable time and energy.

• They’ve integrated eesel AI into their existing Zendesk messaging chat, without needing to create entirely new workflows.

• SnappCar uses one bot to cater to people renting cars, while another takes care of those who wish to rent their cars out to others.

SnappCar is a car sharing platform primarily based in Germany and the Netherlands that allows people to both rent out their cars and rent other people’s cars. Think of them as the AirBnb of vehicles. Their goal was to give people access to a ride without inflating the number of vehicles already on the road.

As this type of sharing ecosystem isn’t very common, there’s always a sizable influx of curious queries. Before eesel, this large number of questions on a day-to-day basis was taking up a large chunk of time from their customer service agents. Through the implementation of eesel AI into their Zendesk helpdesk platform, they’ve seen a noticeable reduction in the workload required of their support team.

Suffering from success

With a platform introducing an idea that’s relatively new, and with the success of said idea, SnappCar’s support team was quickly swamped with queries surrounding the process of both renting vehicles and providing rentals for their service. As you can imagine, quite a lot of the tickets they were receiving were repetitive, which is where eesel was able to help frontline support and take a load off SnappCar’s human agents.

Having already tried out Zendesk’s own messaging system, they were able to use eesel AI to simply integrate right in with their existing messaging system. This way, they didn’t need to stress about creating an entirely new chat system.

With the ability to create multiple AI powered bots which could be trained for specific purposes, they could separate their knowledge base and have specialized AI chatbots to reply to different types of questions. They now had an AI expert bot for customers wanting to rent, and an AI expert bot for customers wanting to provide rentals.

Serving more people

By integrating their Zendesk helpdesk with eesel AI, SnappCar have been able to alleviate some of the downward pressure on their agents. This comes with several benefits:

• 24/7 automated support: services customers when agents aren’t available to answer

• AI bots can escalate to human agents when necessary, whilst automatically taking on tier 1 tickets

• Instant multilingual support

• Able to integrate different sources with ease, leading to a more rich and complete knowledge base

• Custom instructions that allow for more flexibility and on-brand answers

Ride sharing and support at the snap of your fingers

Through the successful integration of eesel AI into their Zendesk platform, SnappCar has been able to provide round the clock support for their users. The AI has also been able to handle their tier 1 tickets, allowing their human agents to tackle more intricate, complex, and nuanced questions. With an expert AI bot for both rental and rentee enquiries at the ready 24/7, SnappCar has taken their customer service game to the next level, all the while freeing up their customer support team to work on what matters most.

For other businesses looking for a highly customizable AI solution that can answer questions around the clock that integrates with a huge number of helpdesks, check out eesel AI. For more information check out our site, or try out 7 day free trial for a more hands on approach.