When stranded on the side of the road, drivers don't just hope for help—they need certainty that it's on the way. While delays are sometimes unavoidable, clear and realistic expectations can make all the difference in reducing frustration and improving the customer experience.
In a recent guest column for the February issue of the American Towman Magazine, Chris Richard, Agero’s Vice President of Network Services, breaks down the key factors that impact response times, from traffic and weather to service type and vehicle location. He also shares practical strategies for providers to enhance transparency, manage customer expectations, and leverage digital tools to streamline dispatch and reduce delays.
"Transparency from towers can significantly enhance customer satisfaction," Chris explains. By proactively communicating potential delays and leveraging technology, providers can reduce stress for drivers, improve customer relationships, and keep business moving.
📥 Read the full article below to learn more.
https://americantowman.com/magazine/ (pages 76-77)