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Conference Presentation Video

Christine Whittaker - Director, Customer Experience (Bio)

Canada

Center Size:120

Club Auto understands the needs of automotive companies and their customers. For 25 years, Club Auto has remained 100% focused on serving the automotive sector. Its all we do. By constantly seeking new ways to enhance the customer experience and deliver unparalelled value to its clients, Club Auto developed and launched the very first OEM mobile roadside assistance application in 2014. More recently, Club Auto added new mobile capabilities called Service Tracker, a complimentary mobile app that provides an "Uber-like" experience to customers requesting roadside assistance through their smartphone. To maintain its leadership position as a customer experience management company in the era of the connected car, Club Auto has invested wisely in people, processes and technology. Working closely with the top automotive brands in the business, Club Auto has evolved beyond roadside assistance to become a valued strategic partner in the automotive sector.

 

We will be sharing our best practices which include
 

  1. Emergency nature of our calls
  2. How we leverage technology to assist our stranded customers
  3. How we leverage telecom to expedite emergency service
  4. How we attract, train and retain our emergency CSRs
  5. Future of emergency ERS handling


 

Role of the Center:

Handles customer service inquiries for Club Auto’s client base. Answers all customer contact such as roadside assistant requests, handling customer inquiries related to their automotive concerns and utilizing computer applications to provide exceptional customer service



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