Posts about

Customer Experience

October 12, 2023 | 5 min read

Best Design Practices for Digital Roadside Intake

Daniel Yang - Product Manager

Most customers experience a roadside event once every 2 years. Even then, many customers don't use their roadside assistance program at all, or use an old fashioned 800 number because they forget or don't know how to use a digital option. Given the infrequent and chaotic nature...   Read Full Story

July 28, 2023 | 4 min read

Roadside Reinvented: How Agero has used technology, scale, and 50 years of experience to pioneer and reinvent the roadside industry

Monica Bouchard - Senior Manager, Client Engagement Marketing

Pioneers for 50 years: Celebrating our unique combination of technology, scale, and experience in the roadside industry Reliable, brand building roadside experiences are complicated. To do it right requires technology, scale, and experience - 50 years (and counting!) to be...   Read Full Story

July 26, 2023 | 5 min read

How flat tires have become the number one roadside hassle, especially for EVs

Shana Cooper - Senior Director, Product Marketing

Flat tires happen all the time – every 7 seconds - 220 million flat tires in the US every year, accounting for nearly 20% of all roadside events. In fact, flat tires are the most common roadside request we receive.   Read Full Story

July 25, 2023 | 3 min read

It’s the thought that counts: Added delights drive satisfaction, even when they aren’t utilized

Jon Myers -- Product Manager

When it comes to driving customer experience during roadside events, additional options and outreach can have a substantial impact. In fact, even if help or support is declined, simply making the offer leaves a positive impression. At Agero, we enable “Hero Moments” for your...   Read Full Story

June 20, 2023 | 3 min read

How digital intake saves the day when summer volume surges

Dana Kinsella -- Senior Manager, Client Engagement Marketing

Water parks on hot, humid days. Taylor Swift tour dates. Food shopping on the eve of a long weekend. Excellent weather forecasted for a long July 4th weekend. What do these have in common? Volume surges, long wait times and consumer frustration.   Read Full Story

May 31, 2023 | 3 min read

Supporting EV customers with everyday maintenance and roadside is different

Macklin Wrixon, Senior Product Strategist

When it comes to supporting customers with their electric vehicles, the what, why and how are all different. As a brand selling or supporting these customers, understanding these nuances and the changes they require will be critical to your customer experience and long term...   Read Full Story

October 4, 2022 | 4 min read

In the Customer’s Shoes: A Firsthand Perspective on the Accident Management Experience

Jake Wright - Product Marketing Manager

Accident coverage is a service that most drivers have but nobody wants to experience – after all, who wants to be in an accident? For 32% of drivers, the accident claims process is something they’ve never experienced. In Spring 2022, I joined the other 68% after being...   Read Full Story

July 28, 2022 | 3 min read

Driving Driving Through People and Technology: Supporting Our Agents

Pamela Walsh, Director, Learning & Development

Our business is powered by a unique combination of people and technology, not people or technology. Our people are critical to our success and we work across our organization to make sure that they have the resources and tools they need to support our clients and their...   Read Full Story

July 20, 2022 | 3 min read

Roadside Intake Channels: How better data leads to better outcomes

Tariq Qureshi - Director of Data Science and Analytics

At Agero, data drives just about everything we do. We use the terabytes of data that we gather from millions of automotive events every year to improve the customer experience, provide our clients with actionable insights, and continuously improve our operations. While roadside...   Read Full Story

May 10, 2022 | 4 min read

Preparing for Summer Travel with innovation & optimization

Chris Small - VP, Contact Center Operations

When it comes to car travel, summer is always busy and this summer is expected to follow suit. As we well know, when travel increases, so do flat tires, dead batteries, fender benders and everything in between. With 150 million people counting on us for vehicle support, we know...   Read Full Story