Published
June 17, 2022

Valley Driving School’s omnichannel experience

Learn how the driving school provided a seamless omnichannel experience by activating video calls for clients with agents right from live chat.

Contributors

Arnaud Pigueller
Arnaud Pigueller
Co-founder / CEO

Launching a call has never been so easy

Valley Driving School was interested in trying a new integration that would help provide a complete omnichannel experience for their prospects and customers. That’s why the team was keen to try SnapCall integration and see how they can benefit from intelligent video technology.

Valley Driving School, founded in 1955 in Langley, Canada, is one of the most reputable driving schools in British Columbia, with more than 65 years of experience in providing high-quality driver training to thousands of students for both recreational and commercial purposes.

Great customer experience is always at the heart of the Valley Driving School’s values. As the top performers in the industry, their team is always looking for new ways to improve the way prospects and customers reach out to them.

Where it all began.

When the team of Valley Driving School was rebuilding the company's website, Melissa Hannam, Director of Marketing, remembered seeing the LiveChat widget somewhere and thought it could be beneficial for their users as well.

Even though it was pretty unusual for a driving school to have a live chat option for the customers to reach out, Valley Driving School implemented the solution on their website, and the choice turned out to be a successful one, as the team noticed many users wanted to communicate via live chat. As live chat implementation brought a positive response from the customers, Melissa says she’s always up to try a new integration to power up a live chat.

The team of Valley Driving School has noticed the need to be able to switch channels inside the same window before. As it’s essential to make sure the transition is truly seamless and the user stays engaged within the website, SnapCall's solution turned out to be a perfect fit.

Valley Driving School has been offering the possibility of jumping on a free voice or video call right inside the live chat widget for quite some time now. The team has expressed positive feedback regarding the stability of the service and the assistance of the SnapCall team.

What has been achieved so far?

Saved time for both customers and the team.

"Before we used SnapCall, if some of our prospects or customers wanted to switch from a chat conversation to a phone call, they’d have to leave the chat, find a number of their local agency, and connect to a different team dealing with phone calls only. The problem is that nobody likes telling their story all over again to a new person or verifying their identity again. You want to continue on and not lose any time. That became possible when we started using SnapCall."

We have improved customer experience.

"Sometimes, when a more senior person is on our website, they start a chat. If they are less comfortable with technology, navigating the website or having a long conversation back and forth with typing isn’t such a great experience for them. In these cases, customers prefer to call us or to be called, so the SnapCall solution comes in really handy in these situations, as a user only has to click one button to get on a call with the same agent they’ve been already chatting with – they don’t need to launch a new app or figure out where the phone number is."

We are helping customers through more complicated situations.

"We find the screen sharing feature extremely useful for our clients who have trouble navigating through our online booking system. Screen sharing allows us to see precisely what the client sees on their online account and direct them to the right menu or screen. This provides ease of scheduling and payment processing instead of having the client struggle or get frustrated with the booking system. SnapCall's screen sharing feature allows our agents to act almost as a HelpDesk for our clients and saves them from having to call into our office and describe their problem - the agent can see the problem immediately and solve it in real-time for the customer."

Money saved.

"Having a voice and video calls and screen-sharing in one technology is also significant from a budget standpoint. We can now consolidate a lot of our "help technology" into one platform. This has saved us money as we now have just one low monthly payment to SnapCall instead of paying higher monthly fees to multiple platforms for each feature (which we were doing previously)."

Full confidentiality.

"One of the things that our team likes about the SnapCall solution is that they don’t have to give a phone number to the clients. Because sometimes a client can try to reach back out when you’re not at work or not available, and they can choose when they see the need to provide a customer with the button to join the call is beneficial."

We are handling sensitive data quickly.

The most common way of using SnapCall is for payments because customers often come into the chat, start discussing their purchase, and to confirm the booking, we need to accept payment. Many people don’t want to provide their credit card information via the cha for security reasons. With SnapCall, we can quickly flip over to the phone call, take their credit card information, flip back to the discussion, and finish the purchase in writing.

An exceptional training experience.

"The screen sharing feature is also very reliable, with no issues with lagging or displaying correctly for visitors and agents. Having the choice to share your entire desktop, your entire browser window, or just one browser tab is especially helpful as sometimes we need to show the client our website and a business partner's website. This allows us to seamlessly help the visitor navigate the multiple steps they are navigating throughout their driver training journey."

Stand out from the competition.

"These features also offer us ways to connect with our clients that our competitors do not have. Most driver training schools only connect with their clients the traditional way (phone, email, in-person), but we can now offer them a new way to connect. With Covid reducing the need for in-person connections, SnapCall's video calling feature provides a great alternative to still having face-to-face contact with a client without being in the same room as them."

Seamless agent-customer interaction without leaving the chat.

All in all? 

Seamless omnichannel experience. Increased agent efficiency. An impeccable customer service.

Meet SnapCall, an omnichannel customer communication platform that delivers a unique customer experience across all digital channels. We equip businesses with advanced communication capabilities for seamless business-to-customer communication.

Enable your online customers to have real-time conversations with your brand ➜ Book a Live Demo.

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About SnapCall

Launched in 2016, SnapCall is revolutionizing the customer experience by helping brands maximize the value of customer interactions. We combine live video, voice, and screen sharing to deliver seamless customer-business interactions. Our clients are global companies looking to create a winning omni-channel customer experience online. The SnapCall team is represented by entrepreneurial minds from all over the world. We value diversity as it’s what broadens perspectives and makes the spirit of fresh ideas ever-present in our team, which gives us tremendous power to deliver the digital transformation we bring to the world.

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Press Contacts

Elena Morgina

SnapCall Europe

Lily Masterson

SnapCall America