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CallRail > 实例探究 > How Qshark Moving Company Shortened Its Quality Assurance Process by 90% with CallRail Conversation Intelligence

How Qshark Moving Company Shortened Its Quality Assurance Process by 90% with CallRail Conversation Intelligence

技术

分析与建模 - 实时分析
应用基础设施与中间件 - API 集成与管理

适用行业

运输

适用功能

质量保证
销售与市场营销

服务

数据科学服务

挑战

Qshark Moving Company, a Los Angeles-based moving service provider, was struggling with maintaining high levels of customer service as the company grew. Initially, the company's founder, Vlad, was handling all customer calls himself. However, as the volume of calls increased, it became overwhelming. To manage the situation, calls were routed to other team members in the field. This led to a new challenge - ensuring all calls were handled professionally. Vlad's solution was to record all calls and listen to them, which was a time-consuming process, taking up to 15+ hours a week. Additionally, Vlad needed a way to track which marketing activities were driving customer calls. While some tracking information was available via different advertising platforms, it was often limited in scope and challenging to manage.

关于客户

Qshark Moving Company is a moving service provider based in Los Angeles. The company offers packing and moving services to a wide range of clients, from small households to large businesses. Whether moving small home furnishings or a grand piano, Qshark’s moving experts provide hassle-free service with no hidden costs. The company prides itself on maintaining high levels of customer service, which includes professionally handling customer calls and inquiries. As the company grew, it faced challenges in maintaining the quality of customer service, particularly in managing the increasing volume of customer calls.

解决方案

To address these challenges, Vlad implemented CallRail Conversation Intelligence. This solution offered several features that helped streamline Qshark's quality assurance process. These included Call Qualification to automatically score calls by selected criteria, Automated Call Transcription to create a full transcription of every customer call, and Keyword Spotting to identify words and phrases in customer interactions. With these tools, Vlad could quickly scan transcribed text with the help of keyword searches and call highlights, significantly reducing the time spent on quality assurance. Additionally, Qshark implemented Call Tracking and Form Tracking to follow customer journeys from start to finish and determine which marketing campaigns were driving leads. The solution uses dynamic number insertion to create a unique phone number for every marketing instance that is then tracked. Call Tracking integrates with various advertising platforms, allowing all leads and conversions to be counted and tracked in one place.

运营影响

Vlad now spends 90% less time on his call quality assurance process with Conversation Intelligence. He’s no longer listening to call recordings for 15 hours a week. Instead, he spends just one to one-and-a-half hours a week with CallRail.
The shortened process with Keyword Spotting is not only more efficient, it’s also more thorough.
Call Tracking and Form Tracking provides data-driven evidence of how well different advertising platforms are working for Qshark.

数量效益