Transit ridership in the U.S. has increased dramatically. Increasing fuel costs and congestion are motivating commuters to seek alternative, less expensive ways to travel.
With more riders comes an increase in customers calling for transit information. The result: transit customer service resources are overwhelmed, with long hold times and busy signals. Within a fixed budget agencies are finding it increasingly difficult to provide adequate customer service.
TransitSpeak ExpressTM addresses this customer service dilemma by alleviating the burden on your call center while providing the following benefits for your agency:
- Dramatically improve your customer service in 90 days.
- Avoid complicated IT integration, and
- Stay within your current operating budget.
Overview
Now, transit agencies of all sizes and types, big, small, rural, urban and university have access to the same industry leading automated customer service tools. TransitSpeak ExpressTM is a transit information IVR service, hosted and maintained by LogicTree. Transit agencies subscribe to the level of services that best fits their customer service needs and their budgetary limits. With Express, there are:
- No complicated network integration efforts,
- No integration to your telephony switch
- No hardware costs or additional servers to maintain
Substantially Improve Customer Service
- Eliminate Hold Times: Express eliminates busy signals and long hold times that deter customers from using transit. Operators can better serve higher need callers.
- Outbound Messaging: Proactively communicate with your ridership via voice and SMS about service outages, detours, etc.
- Increase Access to Information, 24 x 7: Detailed transit information is available 24 x 7, without the need to expand call center hours.
- Surge Capacity: Effectively communicate with your riders during spikes in call volumes due to inclement weather, outages, civic events, etc.
- Agent Transfer: Express provides seamless transfer of calls to your customer service agents
Begin Service Effortlessly
- Easy Start-up. Requires minimal integration to an agency’s telephony or IT network, verses traditional turnkey implementations.
- Fast Customer Service Upgrades: LogicTree can Express your agency in 90 days.
- No maintenance worries. LogicTree maintains, updates and monitors the system for you, 24 x 7.
- Fixed Monthly service fee. Eliminate budget variability due to increases in call volumes.
EXPRESS SERVICES
TransitSpeak ExpressTM leverages the same proven TransitSpeak IVR products deployed throughout the U.S. Express allows agencies to modify levels of IVR services as their customer service needs evolve, without budget busting modifications to the IT or call center infrastructure. TransitSpeak ExpressTM grows as your call volume and services grow. Available IVR services, as detailed on this website include:
- Fixed Route Schedules (FRS)
- Trip Planning
- Real-Time Arrival (RTA)
MY MetroTM: MY MetroTM caters to the distinct customer service needs of an agency’s core ridership. My Metro personalized travel services allow agencies to efficiently communicate to their customers regarding emergencies, outages and detours. Callers are given quicker, more efficient access to the information they most frequently request.
Administration: TransitSpeak ExpressTMoffers a full range of administrative management and public service announcement (PSA) functions to customize your Express service to meet your specific customer service needs.
Reporting: Find out what your callers are requesting and when with real-time, detailed reporting.
Find out more! To schedule a demonstration, please call or email LogicTree to find out more about this innovative customer service solution for transit agencies.
Email: info@logictree.com Phone: 301.928-8908
