Hello Wash announced that it has automated 74% of customer calls with its news AI-driven customer support tool.
Launched in June 2024, the platform is the first automated customer support tool for car washes.
“We’re excited to be partnering with leading car wash operators as we bring this service to market,” said founder Meddy Ali. “We’re already helping operators leverage the power of the platform to reduce support team workloads through intelligent, automated call processing that translates to real savings.”
WOW Car Wash Head of Guest Relations Ashlei Arnold is seeing the benefit. “Hello Wash has reduced the workload on my team by 40%,” she said. “We went from being reactive to not only being proactive but also focusing a big part of our day on revenue generating tasks.”
Ali said the goal is to get 80% of the customers' workload automated. “In 2024 we automated 74% of all calls that came in, which account for about 40% of the total workload for customer service teams,” he said. “With the amount of call data we’re able to leverage, we expect that to get close to 80% of total workload reduction by automating other channels such as email, text, web, and more.”
Ali started the company because of his experience with his family’s restaurant business. “The phones were always a pain point for the business,” he said. “I wanted to develop something that could help people spend more time building experiences with their customers in their stores instead of spending their time answering the phones.”
According to Ali, the company has already saved customers more than $2 million and boasts a 100% call answer rate. “We know that answering the phones at the wash is not always possible,” he said. “But every missed call is a missed opportunity for revenue and our AI-driven support platform makes sure every call is answered.”
"Hello Wash has been instrumental to our operations,” said Tom De-Paul, owner of Captain Car Wash. “We get a lot of calls, and the majority went un-answered. Now all of our calls are answered, and customers are happy.”
The solution is more than a simple automatic answering service. Calls are answered by an AI-driven persona that is armed with everything it needs to know about the wash. But the system also enables efficient resolution of customer concerns with a centralized ticketing system. “If a customer calls in and wants to cancel their membership, the ai will offer the appropriate down sells, but beyond that it will also create a ticket that a member of your team can follow up with if the customer inquiry isn't solved on the call,” Ali said. “We’re not creating something to replace the humans, we’re passionate about creating something to help enhance your teams’ ability to provide exceptional customer service every single time.”
Hello Wash is purpose-built for the car wash industry. Each car wash leveraging the platform has its own customized AI and doesn’t have to lean on third-party tools to innovate. “We built the code,” Ali said. “That means that we have full control over the development of the products we launch and unlike others, aren't under the mercy of third-party providers to innovate specifically for the car wash industry.”