By Jim Utter
Director of Journalism
Rinsed has introduced a new automated phone support system which it hopes will allow car wash employees and management to work more efficiently and reduce time-consuming issues.
For any business that sees a great amount of consumer interaction, fielding phone calls – whether over complaints or just general inquiries – can disrupt the normal flow of operations.
While many customers may utilize digital means of communication, not all do and many still prefer personal and quick response to their concerns.
Rinsed, a platform that helps car washes grow and manage their memberships, integrate with points of service and websites, has developed Support Agent, a fully automated phone support system designed specifically for car washes.
The system can handle the most common customer requests automatically, speaks 16 languages, and is available 24 hours a day.
“Every interaction between a car wash and its customers is an opportunity to reinforce your brand, provide the very best experience, and delight your customers,” said Austin Esecson, CEO of Rinsed.
“Support Agent was created to help operators deliver consistently excellent service while reducing the operational burden on their teams.”
The development of the Support Agent system comes as AI (automated intelligence) voice technology has progressed to the point where it can handle natural conversations reliably. The AI assistant can understand context and process requests naturally and even resolve issues by making the relevant changes directly in the POS system.
Among the features of Support Agent:
- It can immediately identify and greet customers based on their phone number or barcode.
- Processes membership cancellation, including offering qualifying customers promotional retention offers to reduce churn, and securely updates credit card and billing information.
- Handles membership plan changes and upgrades and answers detailed questions about services, pricing, and business hours.
- Creates tickets for any complex issue it can’t immediately resolve.
Rinsed is about to track the system’s performance through a variety of methods.
Among them: Resolution rate (the percentage of calls the AI handles to completion without staff intervention), time saved (number of hours staff members can redirect to other tasks) and customer satisfaction (measured through automated follow-up surveys after calls).
In addition to the metrics, call recordings, transcripts, and automation logs are fully transparent in your Rinsed dashboard. The setup process typically requires less than an hour.
Rinsed has scheduled a live demonstration for 2 p.m. ET on Jan. 28. Car wash operators can register for the demo here.
