TECKST CUSTOMER SUCCESS STORY


Tesloop Uses Teckst to Supercharge its Customer Communications

About Tesloop

Tesloop uses a fleet of Tesla’s state-of-the-art electric cars to offer a more environmentally friendly option for regional mass transit on the west coast. Initially, they offered shared rides driven by Tesloop pilots, but recently added solo rides for customers who want to drive themselves. Founder Rahul Sonnad started with a single car and route in 2015; today the company has grown to include 60 drivers, with loops between five cities in California. Their goal is to expand across the US as Tesla rapidly increases the number of Supercharger Stations needed to quickly charge the vehicles every 200 – 300 miles.

Tesloop Discovers Teckst

Right from the company’s inception, Tesloop provided its riders text notifications about the status of their vehicle as well as customer satisfaction surveys. They planned to migrate to push notifications with the eventual launch of a mobile app, but used Google Voice to test the idea initially. While customers loved the text notifications, it was clunky for Tesloop agents to toggle between their CRM and Google’s platform. They were looking for a way to streamline these important customer communications when they came across Teckst, which integrated directly with their CRM.

Teckst seamlessly integrated with Tesloop’s CRM, allowing agents to see all communications in one place, whether phone call, email, or text message. They could stay in a continuous conversation with the customer from start to finish: before they booked, during their ride, and after they dropped the car off and took their satisfaction survey.

Tesloop agents found that not only did customers enjoy getting text notifications, but that they would often respond with enthusiastic affirmations as well as important questions. This opened up a running dialogue between the company and its customers in the channel they clearly preferred.

Tesloop Discovers Teckst

Right from the company’s inception, Tesloop provided its riders text notifications about the status of their vehicle as well as customer satisfaction surveys. They planned to migrate to push notifications with the eventual launch of a mobile app, but used Google Voice to test the idea initially. While customers loved the text notifications, it was clunky for Tesloop agents to toggle between their CRM and Google’s platform. They were looking for a way to streamline these important customer communications when they came across Teckst, which integrated directly with their CRM.

Teckst seamlessly integrated with Tesloop’s CRM, allowing agents to see all communications in one place, whether phone call, email, or text message. They could stay in a continuous conversation with the customer from start to finish: before they booked, during their ride, and after they dropped the car off and took their satisfaction survey.

Tesloop agents found that not only did customers enjoy getting text notifications, but that they would often respond with enthusiastic affirmations as well as important questions. This opened up a running dialogue between the company and its customers in the channel they clearly preferred.

Tesloop Discovers Teckst

Teckst- Tesloop Case Study

Right from the company’s inception, Tesloop provided its riders text notifications about the status of their vehicle as well as customer satisfaction surveys. They planned to migrate to push notifications with the eventual launch of a mobile app, but used Google Voice to test the idea initially. While customers loved the text notifications, it was clunky for Tesloop agents to toggle between their CRM and Google’s platform. They were looking for a way to streamline these important customer communications when they came across Teckst, which integrated directly with their CRM.

Teckst seamlessly integrated with Tesloop’s CRM, allowing agents to see all communications in one place, whether phone call, email, or text message. They could stay in a continuous conversation with the customer from start to finish: before they booked, during their ride, and after they dropped the car off and took their satisfaction survey.

Tesloop agents found that not only did customers enjoy getting text notifications, but that they would often respond with enthusiastic affirmations as well as important questions. This opened up a running dialogue between the company and its customers in the channel they clearly preferred.

Results

Texting Down the Road:

In a world where many companies have turned to chatbots to manage large volumes of customer inquiries, Tesloop is committed to sticking with the human element as long as possible. In fact, many of their customers have a hard time believing that they are texting with a human, so Brian says they are becoming more proactive about asking for responses during text conversations. In some cases texting has led to opportunities to surprise and delight their customers.

Staffing:

Because of the asynchronous nature of texting, one agent could handle several cases at once, vs. phone where a single agent can be tied up for several minutes. When Tesloop added its solo ride service, it expected to increase agents by 17% to accommodate the increased volume. However, they did not have to hire a single new agent. Because of the efficiencies Teckst introduced to their customer care team, they were able to expand their offering at their existing staffing levels.

Fewer Customer Communication Issues:

Because of the prior inefficiency of using multiple platforms, cases would often get lost in translation, or incorrectly marked as closed when the customer was still waiting for a response in another channel. Tesloop saw an approximate 50% reduction in instances where their customer didn’t get a timely resolution to an issue after the Teckst implementation and CRM integration.

Agent Efficiency:

Tesloop was wasting agent time by having them text customers on one platform and manage emails and phone calls on another. Once they implemented Teckst, agents could stay in one screen within their CRM for each customer and be able to see their entire history, which resulted in faster issue resolution and better service.

CRM Customization:

Tesloop has been able to optimize their CRM configuration along the way to improve service and support. They are able to fix issues by using automations and configuring rules and triggers to ensure that tickets are addressed in a timely manner. Brian Skipworth, co-founder and VP of Digital Product says, “We didn’t have that flexibility when we had to go to our software developers and have them code it. We’ve put a lot more power in the hands of the people actually using the tool.”

Customer Satisfaction:

Tesloop’s stated performance goal is that 95% of all customers give them a five-star rating, and they have consistently met this goal. However, once they implemented Teckst as their channel for sending satisfaction surveys, they actually saw a reduction in the percentage of customers who filled out the survey. While this wasn’t their goal, Tesloop also discovered that fewer customers fill out the form if they have had a positive experience. They attribute this change to the improved communication facilitated by Teckst as well as learnings and improvements made to their CRM configuration along the way to correctly identify urgent and open tickets.

Feedback from Delighted Tesloop Riders:

“What a cool concept... and the awesome addition of text messages from their concierge making sure you board on time made the 2 hour drive fly by!”

Nathan J.

“Two words: frickin’ awesome! I got a text 45 minutes before my ride arrived (confirming pickup), got a text on arrival (5 minutes early - love the promptness) and had the most comfortable and amazing ride ever…”

Allison C.

“Tesloop really strives for good customer service, and as a growing company, they have admitted when they have made mistakes or there were problems with a trip. They seem to value loyalty and always send a text with “Welcome back Julie.”

Julie S.

All communication and driving was superb. I received a text 30 minutes prior to trip starting from concierge that let me know timing expectations. I asked for clarification of pick up location and was texted back instantly...”

Esther M.
Download Case Study PDF

Check out our stellar user reviews on Capterra! Read Reviews