- sudo@convosudo.com
How Swoop uses targeted Quo numbers to support its two-sided marketplace
Industry: Transportation
Company: Swoop
Company size: 450
Country: United States
Challenges
Even Swoop’s internal solution wasn’t working for them
Swoop needed a phone system that would allow them to interface with ride operators, provide support to customers, and run onboarding and operations smoothly. Swoop first tried using Aircall and several other alternatives, but they couldn’t find a provider that met their diverse needs. In fact, the providers were so far off the mark that Swoop created their own internal solution.
While Swoop’s solution worked better than alternatives like Google Voice or Aircall, it had its own limitations. Users were able to set their business hours on Swoop’s phone system (a definite plus), but calls could only be directed to a single user. If that user didn’t answer the call, then it was denied, rather than passed on to a coworker — which wasn’t the best client experience.
Solutions
Quo promised to do what they needed and more
Fortunately, Amir discovered Quo as an alternative. “It was almost hilarious when I did the product demo,” he says. “I was like, ‘Wait a sec, did you guys steal my product vision? Did you go into my internal workflows?’ It was obvious that this was exactly for us.”
For Swoop, Quo offered multiple phone numbers that could be used for distinct types of client requests. Employees could share those numbers with Quo’s round-robin call distribution feature, so if one employee declined the call, it would simply get passed on to another employee in the group.
Result and Impact
Switching to Quo gave Swoop the flexibility it needed
The switch to Quo allowed Swoop the flexibility it needed to serve both end customers and ride operators in a fast-paced industry. With Quo, Amir’s teams were able to set up multiple business numbers that could be used to address distinct issues — from onboarding to operations to support.
“We really can enhance the customer experience by having targeted phone lines that are based on if there’s a ride today or a ride in the future,” says Amir. “We’re then able to delegate and have more tailored and targeted lines of communication for our end customers and our marketplace business.”
Now that Swoop teammates can share phone numbers, customers never have to wait long to reach an employee. Teammates can also use internal comments — attached to text messages or call logs — to resolve any issues or make client notes. These comments, along with all text messages and recorded calls, are saved in conversation threads within Quo, ensuring that any Swoop employee can pick up an existing conversation with a customer without missing a beat.
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