At Agero, in order to best service millions of consumers every year, we spend a lot of time and research staying on top of consumer trends. We have seen the preference for self-service continue to grow dramatically, year after year. Recognizing this shift, our team has been hard at work developing new channels and enhancing existing channels in order to provide a better consumer experience.
Among the self-service channels, an integrated roadside request experience within an app is what our clients request most often. Our Client API enables clients to deliver this experience seamlessly through their branded native apps. We have also found ways to to deliver an app-like experience for clients who do not have an app, or for consumers who may have forgotten about or never downloaded the client's app.
Our Mobile Web experience is enabled through VIVR, Visual Interactive Voice Response. We introduced this channel on our roadside platform in 2018, and have been continuously optimizing it ever since. Mobile Web enables the customer to seamlessly transition to an app-like experience from a phone call. Here are some of the key elements:
Omnihannel Experience: The omnichannel experience enables the consumer to begin with a phone call and seamlessly transition to a digital experience. The customer can also transition back to an agent with all the data captured, reducing frustration.
Easy to Use: Mobile Web automatically detects if the consumer is using a mobile phone and sends a text link to smoothly shift the consumer into an intuitive, step-by-step intake flow.
Branded: Given the important role that roadside can play in building consumer loyalty, it is critical to reinforce your branding through the roadside experience.
Accurate Location Data: Through Mobile Web, vehicle location can be automatically detected, reducing the frustration and delay associated with inaccurate location information. Location accuracy is an enabler of 100% digital dispatching. Click here to see how it works.
Following launch, we carefully monitored whether consumers opted into this channel and their survey results. We were thrilled to see that approximately 72% of the consumers offered Mobile Web opted in. Not only are these customers able to access a digital workflow even though they started the process with a phone call, but their overall NPS is on average of 5 points higher than users of non-digital channels. In fact, we found that Mobile Web is bridging the gap between Agent and full digital channels.
Our team is constantly looking for opportunities to further improve the usability and consumer experience. Here are some of the recent upgrades we’ve implemented:
Based on our user testing and feedback, we found opportunities to improve various screen and use more icons to enhance usability. We also found other simple design changes that have made it easier for consumers to set their location or request help from an agent as needed. Here are some of those efforts:
We are continuously enhancing our Mobile Web platform to increase ease of use, improve performance, and enable more capabilities. We will continue to invest in platforms like this so that whether customers prefer to call, click, or tap an app to make a roadside request, we can get them back on the road and enjoying the ride in no time.