New Delhi, Nov 5 (UNI) Marketplace for self-driven car sharing firm Zoomcar on Tuesday announced a major expansion in its customer support efforts, doubling its customer support team to ensure faster, more efficient assistance for both hosts and guests on its platform.
This expansion marks a significant step in addressing customer feedback and improving overall service quality, the company said in a release.
In a key initiative, Zoomcar has also launched a dedicated team called the Host Success Team to assist new hosts in onboarding their vehicles and optimising earnings. This specialised team guides hosts through every stage of their journey on the platform, providing continuous support to help them thrive.
In addition to expanding the team, Zoomcar has moved to a multi-channel support model. This now includes inbound and outbound calls, chatbot-based ticketing support, and a Generative AI (Gen AI) Assistant that offers 24×7 assistance.
This enhanced customer support framework has already led to a 50 per cent reduction in in-app escalations, with continued improvements expected as the new measures take full effect, the release said.
Hiroshi Nishijima, CEO of Zoomcar, said, “We have achieved significant profitability improvement in the past few months and have reinvested in customer support expansion to continue our commitment of making Zoomcar a frictionless experience.”
Headquartered in Bengaluru, India, Zoomcar is a leading marketplace for car sharing focused in India. The Zoomcar community connects hosts with guests, who choose from a selection of cars for use at affordable prices, promoting sustainable, smart transportation solutions in India.
