Keno Improves Answer Rates with Branded Communication

Keno is an on-demand, car wash mobile app that sends services directly to a customer’s location.

42% of Ninja calls were going unanswered, frustrating both drivers and customers

Many customers prefer to wait until the driver arrives to unlock their vehicle – so when customers’ don’t answer the phone, it hinders operations. Ninjas must continue making several calls, sometimes over long periods of time, until they reach the customer.

A True Game Changer for Keno

Prior to ENGAGE, Keno had an answer rate of 58% (November 2019). Within four months' time usig ENGAGE, Keno improved their answer rate to an amazing 92%.

92% Increase in answer rates

High-Quality Customer Service

Higher answer rates mean Ninjas gain faster access to customers’ vehicles, spend less time waiting, and fulfill more washes with the same operational capacity. Employee satisfaction is up, as drivers now have the ability to earn more commission by completing more jobs during the same operating hours. In addition, customers who answer Keno’s call can prepare their vehicle ahead of arrival and observe service from the comfort of indoors.

Keno also regularly uses ENGAGE to deliver branded outbound customer service calls addressing feedback and complaints. Such calls are measured by call handling time, whereby longer duration produces the best customer result.

Pre-ENGAGE, longer conversations only accounted for 54% of the connections. Once ENGAGE was implemented, this rose to 87%, proving that when customers know Keno is calling, they are more likely to have meaningful calls that lead to a resolution.