24-hour access to help is essential because problems don’t just happen during daylight hours. A customer may need to pick up a trailer late at night, but there is an unexpected issue with the lock, or one of the lights on the trailer is out of service. The customer needs immediate help to resolve the issue so they can get on with their move.
Solution.raffle gives customers a self-service solution with instant access to correct answers on the go, any time.
Freetrailer experienced higher levels of customer service as raffle answers questions 24/7 and an overall reduction in phone calls to customer support at 20-25%.
Simplified by self-service
With a 100% self-service solution, Freetrailer is a fully digital company that makes it easy to book and rent a trailer through their app or website.
Good customer service means enabling our customers to serve themselves in as many cases as possible.
More than 3.5 million people have already used their service. Although the service is free, customers rightfully expect instant answers and best-in-class customer service.
“ Good customer service means enabling our customers to serve themselves ”
“ Without raffle, we wouldn’t be able to provide our current level of customer service ”
Customers depend on instant answers
Outstanding customer service is essential for Freetrailer, because their customers depend on having instant access to answers at all times.
When a customer is in a parking lot facing an issue with a trailer, sending an e-mail or waiting on hold for ten minutes is simply not an option. They need a fast and reliable self-service solution right there on the app and website so they can resolve their problem immediately.
If we didn’t have raffle, we wouldn’t be able to provide our current level of customer service.
Now we can adapt based on the feedback we receive from our customers.
In addition to a best-in-class self-service solution, Freetrailer also gained unique insight into customers’ behavior and the issues they face when renting trailers. Data like ‘trending questions’ and ‘incoming queries over time’ are just some of the valuable insights offered by raffle analytics.
"The most important thing raffle showed us was which areas still need our attention in order to improve our customer experience."