An overview of Support Agent setup, use in The Car Wash CRM, and frequently asked questions.
The Rinsed Support Agent 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.
- Boost Online Membership Sales: Sends checkout link for customers inquiring about memberships.
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: Can I customize the Agent's name and gender?
A: Yes, you can configure the name and preferred voice when you complete your onboarding form!
Q: What happens if my hours temporarily change? How will the Agent provide up to date information to customers?
A: The Support Agent dynamically integrates with your Google Place listings to provide real-time hours and location information. As long as you've inputted valid addresses and Google Place IDs into each Location in Rinsed (under Settings > Locations), and as long as you are keeping your Google Place listings up to date, the agent will pull the correct information.
Q: Can Support Agent answer questions about [X topic]?
A: The Agent can answer questions about anything, as long as you have provided the question and answer in your Support Agent Knowledge Base. You will originally do this by submitting your onboarding 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 the Agent 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 Support Agent 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.
Q: Can the Agent text the customer a link to purchase a membership?
A: Yes, this can be enabled by your CSM!
- The Agent will prompt the user for their city and state
- Rinsed will try to find the checkout form using the Locator* make sure you have completed the Prerequisites.
- If none was found, we use the default checkout form set in the phone. Make sure you've provided your CSM with a link to your preferred default checkout form.
Q: Can Support Agent process plan switches and pauses?
A: Yes! For switches, make sure you have active Switch Plans in your account.