CARE

Digital Experiences for Customer Care

Call deflection to digital self‑service. Channel swapping. Proactive digital service. Agent assisted digital payments. Omnichannel care.
Rapidly build secure customer applications to service customers where they are – web, mobile, voice.

  • 2x call center efficiency
  • 30-40% call deflection to self-service
  • Integrate with your contact center or service software
  • Rapid front-end development for omnichannel delivery

Customer Story

Turo Uses Digital Self-Service to Drive Agent Efficiency

The world’s largest car sharing marketplace built a call deflection to digital self‑service app to automate late car returns and accelerate resolution times.

  • 13% increase in CSAT for late return requests
  • Decreased agent AHT by 42%
  • Integration with Zendesk

By providing digital self-service for late return and additional usage fee requests, we’ve decreased our agents’ AHT (average handling time) by over 42%. With Airkit, we developed a seamless customer journey in weeks vs. months.

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Khalid Alali
Senior Manager, Business Operations
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Care Use Cases

Call Deflection to Digital Self-Service
Manage call volumes while expediting resolution times with self-service digital journeys for common requests.
Channel Swapping
Lower cost per call by automating channel swapping (e.g., voice to chat) to engage customers without losing context.
Proactive Digital Service
Address customer issues before they occur. Use digital to notify service changes and update account information.
Agent Assisted Digital Payments
Augment agent experience with PCI- compliant digital payments. Pre-built integrations with Stripe and Plaid.

Digital Self-Service

Manage call volumes with self‑service digital journeys for common requests (e.g., account updates, service changes, beneficiary updates). IVR deflection to self-service decreases agent AHT while increasing CSAT from faster resolution times.

Components Commonly Used

  • IVR Flow
  • Built-in TCPA Compliance and Mobile Opt-in
  • Digital Form
  • Chat Bot
  • Omnichannel Notifications
  • API Integrations with Core Systems

Channel Swapping

Lower cost per call by automating channel swapping (such as voice to chat) to engage customers without losing context and data.

Components Commonly Used

  • IVR Flow
  • Built-in TCPA Compliance and Mobile Opt-in
  • Chat Bot
  • Omnichannel Notifications
  • API Integrations with Core Systems

Proactive Digital Service

Automate digital journeys to quickly address customer issues before they occur. Notify customers of service changes/updates and activate collection of customer account information.

Components Commonly Used

  • Built-in TCPA Compliance and Mobile Opt-in
  • Chat Bot
  • Omnichannel Notifications
  • Digital Form
  • API Integrations with Core Systems

Agent Assisted Digital Payments

Augment agent experience with PCI‑compliant digital payments. Agents trigger a digital journey to the customer during a live session. Pre-built integrations with Stripe and Plaid.

Components Commonly Used

  • Built-in TCPA Compliance and Mobile Opt-in
  • Chat Bot
  • Omnichannel Notifications
  • Digital Payments
  • API Integrations with Core Systems

Featured Resources

How Turo Drives Operational Efficiency with Airkit

Peek under the hood to see how the peer-to-peer car sharing service automated routine customer and host interactions.

Best Practices for Customer Retention and Growth

A playbook for accelerating renewals, increasing up-sell/cross-sell, preventing churn, and winning back lost customers.

2021 CX Trends Report

Learn how leading brands are meeting evolving customer expectations.

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