Observe.AI > Case Studies > Fast-Growth Mobile Mechanic Startup Leverages AI to Boost Bookings and Improve Agent Empathy Scores

Fast-Growth Mobile Mechanic Startup Leverages AI to Boost Bookings and Improve Agent Empathy Scores

Technology Category

Analytics & Modeling - Machine Learning
Sensors - Autonomous Driving Sensors

Applicable Industries

Automotive
Education

Applicable Functions

Human Resources
Maintenance

Use Cases

Inventory Management
Smart Parking

Services

Training

About The Customer

YourMechanic is a fast-growing mobile car repair and maintenance services startup based in the United States. The company provides services to car owners at their location, operating in over 700 cities across 50+ major metro areas in the U.S. The startup is disrupting the traditional auto maintenance industry by offering convenient, on-location services. As part of its growth strategy, YourMechanic is focused on driving more customer bookings, conversions, and improving the overall customer experience. The company records every customer call and is committed to leveraging technology to enhance its services and business operations.

The Challenge

YourMechanic, a fast-growing mobile car repair and maintenance services startup, was facing challenges in managing its rapidly expanding business. The company was seeking to improve its coaching insights, address gaps in agent soft skills, and identify new growth opportunities. Despite recording every customer call, the company was only able to monitor 1-2% of them, which limited their ability to understand customer experiences and identify key interactions that lead to conversions. The startup was also struggling to collect broad business insights to inform their decision-making process. The company operates in over 700 cities across 50+ major metro areas in the U.S. and was aiming to increase customer bookings, conversions, and enhance the overall customer experience.

The Solution

YourMechanic turned to Observe.AI to analyze 100% of voice calls, optimize their performance management, and enhance agent coaching with tailored training programs. With Observe.AI, the company gained full visibility into customer interactions. Quality analysts could monitor business-specific keywords across every call and use machine learning to automatically surface the most meaningful interactions, such as compliance and process gaps or coaching opportunities. The company focused on three core metrics: successful bookings, identifying zip codes they cannot serve, and determining jobs that cannot be performed. By understanding what interactions lead to positive outcomes, they were able to adjust scripting and improve conversion rates. The company also extracted important business insights, such as zip codes and jobs that people were requesting but could not yet be served, to develop future offerings or expand to new cities. Furthermore, the company used Observe.AI to gauge the usage of empathy statements and courtesy words on all voice calls, identify agents in need of coaching, and focus on improving baseline numbers.

Operational Impact

The implementation of Observe.AI has resulted in significant operational improvements for YourMechanic. The company now has full visibility into customer interactions, enabling it to monitor and analyze 100% of voice calls. This has allowed the company to identify key interactions that lead to conversions and tailor more impactful coaching sessions. The ability to monitor business-specific keywords across every call has also enabled the company to identify compliance and process gaps, as well as coaching opportunities. The use of machine learning to surface the most meaningful interactions has further enhanced the company's performance management. The company has also been able to improve its agent coaching programs, leading to higher empathy scores and conversation courtesy scores. The partnership with Observe.AI will continue to help YourMechanic monitor and improve critical KPIs, optimize agent evaluations, uncover business drivers, and deliver better customer experiences.

Quantitative Benefit

A 32% increase in average agent empathy scores due to enhanced agent coaching programs.
A 4x increase in bookings, driven by soft skills via adaptive learning programs.
A 6x increase in conversation courtesy scores, contributing to revenue growth.