AAA has chosen Glympse to provide its members with an enhanced level of visibility when they request roadside assistance. Beginning in select markets, members waiting for assistance will experience real-time tracking functionality, letting them know when a service technician will arrive to help. Powered by Glympse, this web-based system includes a live map view and ETA countdown. Members receive text notifications when their request for service is confirmed and once their service technician is on the way to their location. The text contains a unique Glympse invite code that lets members track the service vehicle in real time.
Glympse shows the tow truck or service vehicle on a live map as it travels to the member location, plus a live, minute-by-minute ETA countdown. Customers can also confirm that their service location is accurate, see the name of the technician, and cancel their roadside assistance call if their situation changes. They'll receive a final arrival confirmation as the service vehicle arrives. If a tow is necessary, the system will show them that their vehicle is in route to its destination and confirm that final destination.
Members who don’t opt-in for notifications or can't access the internet can also call AAA Customer Support and be able to retrieve the same status and ETA information via automated interactive voice response (IVR) that also integrates with Glympse. By leveraging Glympses' Voice API's, the IVR service can provide real-time answers to the "Where is my service technician" questions, so members do not have to wait for or speak to a live agent.
This service is currently in pilot in select markets and will expand to further geographies.
Visit www.glympse.com for more information.