London, 08 September 2016: Magenta Technology is harnessing the latest customer service technology to support the growing number of private hire and taxi companies switching to its Echo cloud based dispatch system. Following an extensive review of existing support services, Magenta is implementing Zendesk help-desk software, which is designed to bring organisations and their customers closer together. This will give Magenta the ability to handle different types of requests, through different channels, in an intuitive, easy to use way, centralising all communications in an Internet hosted database. Magenta has also overhauled its out of hours call management, with two new service providers and a new call management process to boost communication quality, provide faster call connections and ensure service continuity.
“The companies we work with don’t operate a 9-5 service and therefore neither do we,” commented Torsten Brose, Echo Business Development Director at Magenta Technology. “Although we are proud that Echo is easy to use and stable, there will always be questions our users need answers to, and providing these in a timely and easy to access way is paramount. As the Echo user base is expanding we decided it was time to formalise our support service, and the introduction of Zendesk will underpin a range of new support processes and targets.”
Zendesk is a cloud based customer service and support ticketing platform, enabling organisations such as Magenta to handle customer telephone calls, emails, tweets and other requests without the need for physical help centre equipment. Using Zendesk, an Echo support technician can respond to a user through different phone numbers and email addresses, all on the same interface. Time saving tools like ticket views, triggers and automations will make user interactions more efficient, and Zendesk will also allow Magenta to create a one stop online Help Centre, helping users to help themselves.
The Echo cloud based private hire and taxi dispatch platform offers the most advanced auto allocation functionality on the market, guaranteeing immediate, more accurate job distribution. Users of Echo report an automatic job allocation rate of more than 97 percent, which has a huge impact on streamlining job distribution, reducing wasted mileage and improving the customer experience. Echo also includes a range of customer booking apps, which allow passengers to book, track and pay for journeys via a smartphone or other mobile device.
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