RED Driving School | Klick2Contact

RED Driving School

RED Driving School is a leading UK driving school, which offers a range of courses to cater to different budgets and lifestyles. Klick-2-Contact, an Eckoh company, provided a Live Help solution enabling customers to web chat and co-browse their screens with agents and also request a call-back.

RED Driving School, part of RDS Driving Services Limited, is one of the UK’s largest driving schools. They teach well in excess of 100,000 learner drivers to pass the UK government driving test each year.

RED prides itself on the high standard of tuition they deliver. All their instructors are DBS checked (formerly known as CRB) and undergo regular assessments to guarantee that their standard of driving lessons and customer service is amongst the best in the country.

RED wanted to increase the recruitment of driving instructors through the ‘Join RED’ part of their website. They noticed that they had a large number of people browsing that part of the website, but for some reason, they abandoned their search. RED believed that many potential driving instructors may have progressed their application if they had a few questions answered or discussed it with someone. They just needed an adviser to reassure them it was right move for them.

RED looked for a provider that could offer a fully customisable service providing a targeted offer of help at key points on the journey of the website visitor. They approached Klick2Contact (K2C), and Eckoh Company, to see if they could help.

Challenge

RED Driving School wanted to increase the number of drivers applying for instructor positions. In particular, they wanted to encourage drivers to engage in a conversation with their advisers before they ends their website search.

They needed to prevent the end-user from leaving when they had visibly shown an interest in becoming an instructor and bring them back from aborting their search. RED wanted a flexible system which allowed highly configurable front-end customisations. They needed it to fit with their corporate branding and tailored offers of help so that they could interact and increase conversion.

Solution

K2C provided a Live Help solution which includes:

  • Web Chat
  • Instant Callback
  • Co-Browsing

During certain points of a customers journey through the website (mouse movement and linger time on page), a pop-up will offer the Web Chat or Call-Back service with an agent.

With Call-back, the customer fills in a simple form (name, number and nature of enquiry), and this is sent to the contact centre where the call is allocated to an agent. With Web-Chat, the connection is shown immediately on the customer’s screen.

Once the agent and customers are connected, the agent can see the customer’s browsing history and the web page they are looking at. With the option of screen sharing available at any point in the conversation, they can show them around the website using K2C’s Co-Browsing product. The agent helps the customer navigate around the website, answer any questions about the product or website ordering process, and also show them any special offers or specific items that may interest them.

Value

Within just one year, K2C has helped RED Driving School deliver increased sales and conversions of more than 3,000 customer interactions since implementation.

Our ongoing support continues to achieve 99.99% up-time during this period offering a 24-hour support desk and any direct support via account management as and when required. K2C’s Instant Call-back and WebChat service provides an effortless experience for RED Driving School’s customers. It has also reduced the amount of abandoned website visits and increased the number of drivers applying for instructor positions.

Feedback about the service has been extremely positive and customers have appreciated the care and extra mile that RED has gone to help drivers make their next career step.

We have found K2C responsive, supportive and very helpful. During the set-up they worked hard to ensure that delivery matched our branding and behavioural requirements. Implementation was fast with minimal input from our own technical team. We have achieved a significant number of conversions as a result of the engagement with potential instructors and continue to see a steady stream through the service."
Jon Sutcliffe, Sales & Service Operations Director, Red Driving Services Ltd.