Customer Story
USE CASE
Support
INDUSTRY
Transportation Software
INTEGRATION
Kustomer CRM, Slack
KEY METRIC
5x ↓ Abandonment Rate, 8x ↓ AHT
Using Technology to Remove Roadblocks for Customers
ParkWhiz, headquartered in Chicago, was founded in 2006 with the mission to free drivers from the hassles of everyday travel by making it faster and easier for users to find, reserve and pay for parking at thousands of locations. With over one million daily parking searches on their platform, it’s important for ParkWhiz to provide amazing customer experiences and empower their users to find the best parking for their needs.
"Through Talkdesk’s robust reporting, we’re able to make a lot of personnel decisions and track productivity by observing which agents are available versus doing after call work - all in real time"
Meagan McKinnon, Head of Customer Experience
ParkWhiz provides support for both sides of its platform: the CX team assists users who are searching for and booking parking, and the Seller Support team assists parking operators who list available spaces on the platform. With every ParkWhiz agent working from their remote office, it was important to ensure complete visibility into agent activity and efficiency.
After disqualifying multiple solutions based on limited reporting capabilities, non-user-friendly interfaces, and lack of key integrations, the team was confident in moving forward with Talkdesk Enterprise Cloud Contact Center.
