An overview of Support Agent setup, use in The Car Wash CRM, and frequently asked questions.
The Rinsed Support Agent, Nora, is an AI-powered phone support solution that handles customer requests automatically, so you don’t have to. It answers every call, day or night, ensuring your customers always get the help they need. With support in 16+ languages, it keeps your business running smoothly while lowering costs and improving customer satisfaction.
For a full demo of the Support Agent, check out our webinar recording.
Support Agent Setup
The implementation process for the Support Agent is simple! First, you'll fill out a short questionnaire about your services and customer needs. Within 2 business days of submission, your CSM will reach out to you with a phone number to redirect calls to. Once you've enabled call forwarding, the Support Agent is ready to go!
What can the Support Agent do?
Support Agent connects directly to your POS to handle common requests automatically, so customers get what they need faster, and your team spends less time managing follow-ups. Support Agent can:
- Identify Members: Greets members using their phone number or barcode.
- Reduce Churn: Processes cancellations and offers downsell plans.
- Secure Payments: Updates credit card information securely.
- Answer Questions: Provides quick answers about services, pricing, and hours.
- Escalate Complex Issues: Creates tickets for requests needing further support.
Using Support Agent in The Car Wash CRM
In The Car Wash CRM, you can easily view your Support Agent's call history, along with the associated tickets and automations, call recordings, transcripts, and summaries.
Click the Support Agent tab on the lefthand side, and you'll be taken to a view of all Support Agent conversations.
Click into a conversation to view
Frequently Asked Questions
Q: Does the agent have to be called Nora?
A: No, you can call your Support Agent anything you'd like. You'll submit the desired agent name when you complete your questionnaire.
Q: How do I change business information, such as hours or pricing?
A: Let your CSM know what information needs to be adjusted, and they'll make the necessary changes for you.
Q: Can Nora answer questions about [X topic]?
A: Nora can answer questions about anything, as long as you have provided the question and answer in your Support Agent Knowledgebase. You will originally do this by submitting a Google Form during implementation, but you can always edit or add to your knowledgebase later on. Reach out to your CSM if you have questions!
Q: Where can I access call recordings?
A: All Support Agent call recordings and transcripts are available to you right in Rinsed. Just click on the Support Agent tab in the lefthand side menu, and you'll see a list of all conversations.
Q: What languages does it speak?
A: The agent speaks English and Spanish by default, plus French, Chinese, German, Hindi, Japanese, Portuguese, Russian, Italian, Korean, Dutch, Polish, Turkish, Vietnamese, and Romanian. To add one of these languages, contact your CSM.
Q: Which Points of Sale are compatible with the AI Support Agent?
A: The Support Agent can be used with all of Rinsed's current POS integrations. For an updated list of POS integrations, check our website.
Q: Can the Support Agent handle simultaneous calls?
A: Yes, the agent can take multiple calls at a time.
Q: What happens if the customer who's calling has multiple memberships?
A: The Support Agent will ask which plan you're calling about. It will help you identify the membership by providing the barcode/license plate, plan name, join date, and price.
Q: What happens if the Support Agent doesn't recognize the phone number that's calling?
A: Support Agent will ask the customer to provide details for their membership, such as a barcode, in order to locate the membership. If the membership cannot be found, a ticket will be created.
Q: What if the customer has a question or request that Nora can't handle?
A: The call will be forwarded to another line, or an open ticket will be created (in your Rinsed portal under the Tickets tab). You can choose how you want Nora to handle these situations during implementation.
Q: Can Nora respond to text messages and emails?
A: Today, Nora answers inbound phone calls only.
Q: What happens if a customer is angry and yells at the Support Agent?
A: Nora will always be polite and respectful, and will offer to generate a ticket or forward the call.