Video: Support Agent: AI-Powered Phone Support, Built for Car Washes | Duration: 1912s | Summary: Support Agent: AI-Powered Phone Support, Built for Car Washes

Transcript for "Support Agent: AI-Powered Phone Support, Built for Car Washes": Good afternoon, everyone, or morning, depending on where you're joining us from. My name is Sam Pittenger. I'm the chief revenue officer here at RINZ. I'll be joined shortly by Austin Esakson, our cofounder and CEO. We're excited to have everyone here today. As we wait for others to join, I'd invite everyone to introduce yourself in the chat with your name and the location you're joining us from and also participate in our poll for the day, which you can find on the left sidebar to the left. The question for the poll is, what's your biggest challenge with phone support? What's your biggest challenge? Go ahead and answer. It is multiple choice. We'll wait for these result were, results to roll in. Welcome everyone in the chat. Zoe from Maryland, Amanda, Tidal Wave, welcome. Thank you for being here. Tyler at Camel, we're thrilled you're here. Everyone coming in, if you wouldn't mind taking a quick second to answer our poll question by clicking on the poll button on the left sidebar. It is multiple choice, and we'll go about another 15 seconds before kicking things off. Mammoth Holdings, welcome. Paul, Jason from Clearwater, Fernando, Ecofriendly, Chris at Tidal Wave. We're glad you all could make it. Okay. We'll go ahead and get started. For the agenda today, for anyone new to rinse, rinse builds software specifically for express car washes. Over 3,000 car washes today rely on our platform to reduce churn, grow revenue, and build loyalty. Today, we're thrilled to announce Nora, an AI powered phone support assistant built specifically for car washes, integrated with the point of sale, designed to create an unforgettable customer experience, reduce costs, and streamline efficiencies across your organization. For the agenda today, we're gonna start by hearing from Austin, our CEO, who will share with us why we develop support agent and the pain points we're solving for. He'll provide some insight into how rent support agent is the most powerful support system in the car wash market today. Following Austin, I will run us through a product demo where we'll hear our support agent in action in 4 different scenarios, highlighting a variety of ways that customers can interact with Nora and demonstrate how these tasks or tickets can interact with, with Nora and demonstrate how these tasks can be handled with zero human intervention through our connection with the point of sale. After the product demo, we'll unveil pricing, including our early bird special. We'll then turn it over to q and a, before ending the meeting. Thanks again to everyone for joining today. If you do have questions throughout, you can share them in the chat, and we'll review them during the q and a. And if at any time you'd like a more in-depth walk through of how Nora could quickly be answering phone calls at your wash, submit a demo request here at the top of the screen, and a member of our team will reach out to get that call scheduled. Austin, I'll turn the time over to you. Great. Thanks, Sam. I'm Austin, the cofounder and CEO here at Rinst. We're super excited to introduce support agent. You know, we are 2 core products, the car wash CRM and sales path. We really think about what are all the ways that US car washes interact with your customers, and how can we help you with best in class technology to both personalize those interactions and help delight your customers at scale. And what we found is, you know, that this just wasn't happening on the phones, and there's a lot of challenges with giving a 10 out of 10 customer experience, via the phone. So just turning to the poll, some of the challenges that you all faced, the highest votes were for lack of staff availability, calls going unanswered, the difficulty of after hours support, and long hold times for customers. And this is really consistent with what we've seen across our customer base. And if we think about, you know, how this actually affects the customer experience, we see a lot of this. So here's a one star review from somebody who tried several times to get a hold of someone at the car wash and never heard back. And this is a chronic problem across all of our customers. You know, nobody picked up the phone or the experience once they did pick up the phone was inconsistent. They waited and waited on hold, but weren't able to get somebody. And maybe this is someone who, you know, is a happy paying member and is just looking to update their credit card, and we're not giving them an easy way, to do these things. And instead, this is such an own goal. You know, we're leaving them with this terrible customer experience. I guess one of these was a 2 star review somehow. But for the most part, you know, this is gonna drag down the overall, impression of your customers of your brand and the experience. So, you know, here are some of the challenges that we've heard from operators. I think this is consistent with the the poll here. It's hard to staff. You know, you're gonna have spiky demand. You don't necessarily wanna staff this full time, after hours. You don't necessarily know what the consistent experience is gonna be, especially if you're having to pull away people maybe who are out there, trying to convert retail customers to members to instead have to answer a ringing phone at the wash. And then if you do wanna provide a 10 out of 10 customer experience, there's a high cost associated with that in terms of maybe needing to work with a, you know, a third party that's gonna have always on availability for you. And then customer expectations are changing as well. So increasingly, customers expect to be able to reach out to businesses through the medium of their choice. They expect 24 hour availability, and they want everything to be, you know, seamless and easy when making changes. The good thing is that the technology on which support agent is built, which is AI voice technology, has gotten to the point where we can really deliver a first class customer experience. You know, gone are the days of the the phone trees where you have to press 3 if you're a member, and you don't know how many menus you're gonna have to go through. Instead, you can really just converse with Nora like you would a member of your car wash staff. And finally, you know, we think, you know, Rinsed is the ultimate, partner for this part of your business because over the last 5 years in building the car wash CRM, we've built out these deep integrations with all of the major Car Wash point of sales. And that means that we cannot just identify your customers, so we'll know when a member's calling, but we can also automate all the the changes that they might need, whether that's securely updating a credit card or, potentially switching their membership. So here's some of the things that Nora offers, 247 availability, multi language support. We currently support 16 different languages, ensuring a consistent and transparent experience as we'll show you, you'll be able to see exactly what happens on all of these calls and get reporting right in your rinse dashboard and then instant processing. So if somebody does wanna cancel, you know, that's gonna happen automatically through your point of sale, and they're going to get an instant confirmation message. So there's no longer this wait time, and this lag, or maybe somebody gets an extra charge, then you have a chargeback issue. Everything can happen seamlessly, on the phone call. So some of the the benefits that Nora provides, I mentioned we're gonna identify your members. We have a lot of tools that help you collect phone numbers in the driveway. And now when you call, you know, most of the time, they're not gonna have to enter their barcode. We're gonna be able to just instantly identify them. And if they have multiple accounts, we'll ask them which one they're calling about. Nour is gonna help you reduce churn, by both processing cancellations and then also looking at that membership and potentially offering a lower price to stay in. We're gonna help you securely update payment methods. So often we find customers are taking payment information over the phone, which has PCI issues. Instead, we're gonna use a secure link, and dramatically improve that experience. And then finally, Nora's gonna have all of the context about your business, everything from frequently asked questions to service hours and pricing. And anything that, she can't handle today, we're gonna go ahead and take a ticket so that you can process that, asynchronously for the customer. Well, with that, I'm gonna invite Sam back on stage as he's gonna take us through a few examples, to see Nora in action. Thank you, Austin. Yeah. Now it's time we get to see Nora in action. Very excited. We're going to be reviewing 4 different scenarios, each with a unique customer request. In this first scenario, we, as the customer, want to cancel our membership because we feel it's too expensive. Nora, rather than immediately cancel the plan and watch us walk away, will identify the opportunity to offer us a discount to stay. We'll accept the offer, and Nora will switch the plan automatically in the point of sale. Let's take a listen. Thank you for calling Music City Car Wash. This call may be recorded for quality assurance purposes. This is Nora, your AI assistant. How can I help you today? I'd like to cancel my membership. I see you have an ultimate membership purchased on December 11, 2023. Is that correct? Yes. That's correct. May I ask why you are looking to cancel your membership? It's just a bit too expensive for me right now. Would you stay with us if we offered you a special deal of $17 per month for the next 3 months? After that, your plan would switch back to the current price. Sure. Yeah. That sounds good. Just to confirm, you'd like to accept our special offer? Yes. Mhmm. Great. I've processed your acceptance of the special offer. You'll enjoy your membership at $17 per month for the next 3 months. After that, it will return to the current price. You should receive a confirmation email shortly. Let me know if there's anything else I can assist you with. I'm alright. Thank you. You're very welcome. Have a great day, and enjoy your clean, shiny car. Bye bye. So a few things to point out. Nora immediately greeted us upon calling. No more wait times or unanswered calls. She identified our membership and profile automatically through our phone number without asking for barcode or license plate data. She then offered us a discount to stay based on how often we come to the wash, how long we've been a member, etcetera. Nora processed everything in the back end in the point of sale with 0 human intervention. And finally, after the promotional period, we will automate that switch back to full price again with 0 human intervention. Before rinse, a customer would call and only have a slight chance of speaking to someone. If they did, they'd likely receive no offer to stick around. Nora can seamlessly handle this entire process. Let's now take a peek to see how this looks in rinsed post call. Each phone call is recorded and the information can be found within the Car Wash CRM platform. Upon logging in, simply click on the support agent tab. A dashboard will appear with a log of every phone call received. Let's look at the call that you just listened to. When you click on a call, you'll be brought to a page with all the call details. You can see a general summary of the items discussed in the call. Here, you can see membership and ticket details, like the downsell offer that was accepted and confirmation that the email has been sent. You can also listen to the audio and view the transcript. And listen to the recording itself all through the Rinse platform. I'd like to highlight that we believe this will take care of 80 to 90% of your tickets and customer conversations. Next up, in this scenario, we just realized that our credit card has expired, and we would like to update our information. Nora will send us a text with a rinsed link to securely update our credit card. Thank you for calling Music City Car Wash. This call may be recorded for quality assurance purposes. This is Nora. How can I help you today? Hi. I need to update the payment information on my membership because, my credit card expired. No problem. I can help you update your payment information. Let me take care of that for you. I see you have a basic membership purchased on January 8, 2025. Is this the membership you'd like to update the payment information for? Yeah. Great. Would it be okay if I send you a text message with a secure link to update your payment information? Yep. That sounds good. I've sent you a text message with a secure link to update your payment information. Please let me know if there's anything else I can assist you with. Great. I got that. I'll take care of it. Thanks for your help. Bye. You're welcome. Goodbye. In this call, Nora identified who we were through our phone number and provided us a simple way to update our credit card rather than ask for our credit card over the phone, which we would not recommend, or ask that we physically come into the wash. So what does this text message look like for the customer? RINX sends the customer a text message with a unique and secure link. This is where the power of RINX connection with the point of sale comes into play. Rather than ask the customer to leave whatever they're doing, go to their car to find their barcode number or license plate, RINZT auto populates their barcode number. This increases conversion dramatically. In a simple one click update, their new credit card details are pushed safely back to the point of sale. This process is one of the most secure ways to update credit cards. Okay. Moving on to scenario number 3. In this call, we are upset. We thought that we had canceled our membership, still got charged, and are going to ask for a refund. Nora will, again, automatically identify our profile and membership details, create a ticket for the request, and tell us that someone from the team will be reaching out. Thank you for calling Music City Car Wash. This call may be recorded for quality assurance purposes. This is Nora. How can I help you today? I canceled my membership, but I don't understand why I was charged anyways. I see you have an active ultimate membership that was purchased on December 11, 2023. Is this the membership you're referring to? Yes. I would like a refund. I canceled my membership. I don't understand why I got charged. Thank you for confirming. Could you let me know when you canceled your membership? This will help me understand the situation better. I canceled on January 2nd. Thank you for providing that information. Since your membership was canceled on January 2nd, it's possible that the charge occurred because cancellations must be processed at least 7 days prior to your monthly recurring recharge date to avoid being charged. Your recharge date is the 11th of each month. I'll go ahead and submit a ticket to review your request for a refund. One moment, please. I've submitted a ticket to review your refund request. Our team will look into this and get back to you as soon as possible. Thank you for your patience, and let me know if there's anything else I can assist you with. That's everything. Thank you. You're welcome. Have a great day, and thank you for choosing Music City Car Wash. We can see in this call that Nora clearly explains the potential reason we were billed for a membership that we thought we had canceled. Now we'll see what this ticket this ticket, excuse me, looks like in the RINX CRM. Let's take a look at this call in the Car Wash CRM platform. Here, you can see all the call details. The ticket status is set to open. On the right hand side, you can assign the ticket to the person responsible for handling the issue. Once resolved, that person can also select the resolution here. Clicking on the ticket takes you to the ticket tab where you're able to see all of the ticket details. In the rare scenario that Nora cannot automate the customer request, a ticket will be created allowing your team to assign an owner and mark the ticket complete once it's resolved. Next up, in this final scenario, we are busy running errands and curious if we could swing by the car wash after our son's basketball game at 6 PM tonight. Nora will handle the entire exchange and let us know the hours that the wash is open. And take a look at how interpersonal the exchange becomes. Thank you for calling Music City Car Wash. This call may be recorded for quality assurance purposes. This is Nora. How can I help you today? Hi, Nora. I am out running a bunch of errands, but I was curious if you will be open tonight around, probably around 6 PM. That's when my son's basketball game wrapped up. So I was wondering if you would be open at that time. Yes. We will be open. Music City Car Wash operates from 7 AM to 9 PM every day, so you can stop by after your son's basketball game. Let me know if you have any other questions. Fantastic. Thank you so much. You're very welcome. Have a great time at the game, and we look forward to seeing you later. Take care. The key highlight for Nora on this call is, of course, her ability to personalize each conversation. Who else was blown away by her mentioning the basketball game? Pretty amazing. So we've walked through 4 different scenarios now. As a recap, our goal with Nora and this new support agent technology is to provide an unforgettable experience for customers, reduce costs, and streamline efficiencies across your wash, whether you have one location or 200. I hope everyone enjoyed the product demo. Before we move on to q and a, we'd like to share pricing options with an exciting early bird special for those who can't wait to add Nora as the newest member of their team. We are thrilled to offer not one, but 2 pricing options for support agent. We have usage based pricing at $3 per resolution or a flat monthly fee of $350 a month per location. Implementation fees for both options are a one time 199 per location. These fees include full integrated automation with the point of sale. Now we did mention early bird special for those joining today. For groups that joined before March 31st, these two pricing options are discounted through the end of the year to $2 per resolution or a flat fee of $250 a month per location. To emphasize, joining before March 31st allows you to lock in this discount through the entire 2025 calendar year. If you'd like to see, what Nora can do for your wash and get a more in-depth look into the product, again, you can even get a personalized phone number to test support agent yourself. Please press book a demo at the top of the screen. We'll schedule a personalized walk through with a member of our team. Okay. To wrap things up today, we've got a number of questions that came through. I'm gonna invite Austin, our CEO, and Caroline, our lead developer on support agent, to join us here on stage, and we'll address questions that came through the chat. We will likely not get to all questions today, so please schedule a demo to learn more. And if you did chat in a question, we will have the, capacity over the next couple days to reach out personally and get your questions answered. So moving to some questions in the chat. Does this work on DRB, Patheon? Austin or Caroline, would you like to answer that question? Sure. I I can take it. Yeah. So we integrate with all of the current point of sales that we integrate right now. The beauty of this product is it goes entirely through, your RIN CRM platform. So all the integrations that you have available there for your ticket forms or for your customer portal, those same integrations are available, for the support agent. Yep. And, Zoe asked a similar question of just how the integration works, and that's also how we're identifying the members, is by seeing that phone number come in, and we know, you know, what member or former member that might be associated with. Thank you, Austin to Caroline. Next question that came up, do we have the ability to slow her transitions down before the convos? I'm assuming that means just do we have flexibility to maybe slow down her response after a question is asked from the customer? Yes. We can we can play around a little bit with, the voice speed. It's a very fine line between, you know, getting the agent to respond slowly and then, you know, being a little bit unresponsive. So, that's that's up to your preference. Perfect. Thank you. To clarify this question, is the AI phone assistant integrated with our system to access membership details? Austin or Caroline? Yeah. It is. So we're integrating directly with your point of sale the same way that the RIN CRM works. Next up, can the AI process inbound text and email messages? Yeah. So the answer there is, not yet, but we think that's a supernatural extension, of what we've built here. And I think one of our goals is to really help you meet your customers however they prefer to contact you. And we know there's demographics that prefer to pick up the phone, and others with which they would much rather just send a text. So definitely on the road map. Thank you. We'll run through another, couple questions here. Can we verify the customer's information via license plate instead of membership start date? Yes. We can do it based off of a number of different criteria. Start date is one of them, membership plan, name, and price as well, and then license plate or barcode, are all available to the agent to to help the to help identify the membership. So those are those are all options. Yeah. I think a a related question was if we somebody calls from a different phone number, so if it's a number that we don't recognize or we ask them about a barcode and it's not the one that they're calling about, they then can instead give us the barcode that's, related to the membership they wanna change or, the license plate. We've got another question here that, does this integrate with our existing phone system? How does this connect? So the setup for this is really entirely, in your control. We have a phone number that you need to forward your calls to in order for us to pick up or for Nora to pick up the phone. So if you have a current IVR system and you wanna transfer only a subset of those calls to us, that's within your control. You can keep your current numbers and transfer, the call forward the call to our number, or you can post our number on your website depending on how you want that setup to look like. But we kind of leave you to have that control and to decide which calls and, from which numbers you wanna forward to us. Thank you, Caroline. How does it handle accounts with multiple subscriptions or vehicles? That's not something that the agent can do automatically today. It is something that I know is on our road map to address, in the near future. So for now, it depending on your preferences, it would be a combination of either taking, a open ticket with a description of the customer's request for for someone to handle or transferring the call to a live agent, if you have a live if you have a live agent to to answer the call. Perfect. And we got a chat here. There was a thought that we would handle live calls on this demo. We would be more than happy to introduce a phone number that you could personally call and have a live interaction with the customer or with Nora, the support agent. Simply book a demo with a member of our team, and we would be more than happy to introduce you to Nora live on a call with a member of our team. Okay. Well, folks, thanks for spending some time with us this afternoon. We are thrilled to be introducing support agent to the market and can't wait to chat more about how Nora can make an impact at your wash. This webinar is being recorded and can be shared later with, other members of your team. Enjoy the rest of your week. We'll be in touch.