ChatPandas

BACKGROUND

Please describe your company and position.

I am the Senior Manager of Outsource Operations of an RV rental company.

Describe what your company does in a single sentence.

We are a peer-to-peer RV rental company.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire ChatPandas to accomplish?

• Support our stateside team in managing our phone and chat volume.
• Manage a multimillion dollar booking services project.
• Support our stateside team in managing necessary overflow processes.
• Provide thorough feedback and customer education on new product launches.

SOLUTION

How did you find ChatPandas?

Trade Show

Why did you select ChatPandas over others?

Good value for cost

How many teammates from ChatPandas were assigned to this project?

25-115

Describe the scope of work in detail. Please include a summary of key deliverables.

They provide a full-service customer support across phone, chat, and email, including after-hours (6pm-7am) and weekend coverage. Their scope includes handling escalations, declines, and complex customer issues. 
The team scales seasonally and includes QA, training, and management support. They deliver consistent coverage, QA reporting, and built their own training program for onboarding and ongoing agent development. 

They also take ownership of improving processes and providing feedback, as well as refining customer messaging and handling complex booking issues. A key highlight was supporting a booking services pilot that generated $15m in bookings in its first year. 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Expansion of our business hours from 8-6 Monday-Friday to 24/7/365, with all holidays covered. $15m generated in bookings from a booking services pilot. All phone, chat, and email metrics are within an acceptable range. Customer happiness with our product and support services increased exponentially. 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The team consistently meets all deadlines, is prompt when requested to complete new or additional work, and are always optimistic to work with.

What was your primary form of communication with ChatPandas?

Email or Messaging App

What did you find most impressive or unique about this company?

They have a very high standard for how they treat their agents. The agents are obviously happy and upbeat. I have worked with other outsource partners who experience high turnover, and that is not the experience with ChatPandas.  

Are there any areas for improvement or something ChatPandas could have done differently?

From a management perspective, no feedback is really warranted. They've grown and changed with us over the last 6 years, and have implemented the feedback we've provided over the years. They are incredible partners.