Q1. How quickly are calls answered and resolved?
Calls are answered in 11 seconds and resolved in less than 60 seconds, on average.
Q2. I am not sure how many intercom calls my operation gets. How do I know what call plan to choose?
We have call volume plans designed for operations of all sizes. If you don’t know how many calls your operation gets, we can start with a size that matches your best guess and adjust as needed. Find the plan for you on our pricing calculator.
Q3. How do I know my calls are being handled the way that I want them to be?
We have invested heavily in building a software platform to capture your business rules and push those rules to the screen when our CSRs answer your calls. In addition to that, we provide you the ability to review the notes and your calls online. Furthermore, we have a thorough onboarding process to fully understand your operation and business objectives, so that we may truly work as an extension of your team. Calls are handled according to your business rules and with your customer greeting; you determine how we handle issues in the lane. We understand how quickly things can change, which is why we can update your business rules when you need. Further, you have full access to real-time call performance data and metrics, as well as call recordings and notes.
Q4. What if my garage is too complicated?
Let’s face it, every garage is complicated and we have no doubt your garage is unique. The fact is, we work with hundreds of different facilities, each of which manage garages differently. Our robust software platform puts the information customer service representatives need at their fingertips, to handle calls according to your rules and branding.
Q5. Can we take some of the calls?
Yes. Whether you need a call center solution, or a software platform to support your existing call center, we can help.
Q6. Why should I pay for a service, when my existing staff can take intercom calls? Chances are, your team doesn’t like taking intercom calls. It distracts them from other, higher-priority tasks and can lead to a situation where the gate is vended just because they do not have the time to work through the issue with the customer at that point in time. With our solution, your staff is happier, more focused and efficient, and you capture more revenue. Not to mention, you don’t have to worry about hiring, firing, time off, training and quality assurance. We’re so efficient at what we do, our service can generally pay for itself if we complete one additional successful transaction per day. Lastly, when your customers need help, they want it instantly, and at a social distance. We have the training and tools to provide that customer service, quickly resolve issues in the lane, capture revenue, and keep traffic moving. We free up your on-site staff to focus on everything else.
Q7. Can you push a rate?
We can only push rates with our new TIBA API integration. However, we also use alternative ways of collecting payment. More often than not, the solution is as simple as inserting the validation correctly or pressing a lost ticket button, according to your preference for revenue capture versus keeping traffic moving. Additionally, we just added a new Text-to-Pay feature which allows us to send a mobile PayPal link to any parking guest to pay instantly on their phone.
Q8. Do we have to have video?
No, you can do audio-only. Our solution is compatible with most intercoms and can work with any PARCS equipment. See our compatibility guide for more.
Q9. Why would I use two-way video?
Two-way video allows customer service representatives to offer more nuanced and efficient assistance, and customers are afforded an added personal touch of face-to-face interaction, even in automated garages.
Q10. Can we use our hardware?
Our technical services team can work with you to determine the best solution, based on your existing equipment, budget, and timeline. Contact us for help finding what will best fit your needs.
Q11. How much does your service cost?
We have call volume plans designed for operations of all sizes. If you don’t know how many calls your operation gets, we can start with a size that matches your best guess and adjust as needed. Find the plan for you on our pricing calculator. If you would like to receive pricing for a smaller bucket size, e.g. 50 calls per month, please contact us.
Q12. Are there any other options for call buckets other than 125, 300 or 500?
If you would like to receive pricing for a smaller or larger bucket size, e.g. 50 calls per month or 800 calls per month, please contact us.
Q13. Can you move to different size buckets?
If you don’t know how many calls your operation gets, we can start with a size that matches your best guess and adjust as needed. Find the plan for you with our pricing calculator.
Q14. What are the upfront costs?
If you purchase hardware, that could be an upfront cost. Otherwise, implementation and onboarding are included in monthly service pricing.
Q15. How quickly can we get the call center answering calls?
With integrated solutions like FlashParking and TIBA’s X60, we can start taking calls in as little as one business day, assuming no network or firewall issues. We work with you, our dealer network, and PARCS manufacturers to coordinate a smooth installation process.
Q16. What’s the process to get started?
Choose a call plan that suits your needs, followed by implementation, which includes installation and onboarding. Download our installation checklist to learn more.