Building a fleet of cabs, building up a bunch of applications and associating them with a robust taxi solution while sound incredible is just the stepping-stone on your way to developing a mobile-first cloud taxi solution. Everything isn't as smooth as it looks on the paper. For instance, regardless of how renowned drivers you hire anytime, they are going to end up in a fight with a passenger and you will have to enter to sort things out because you don’t want to lose either. You do not have any control over these things.
A customer may ruin the day for no fault of your driver and vice versa. So it is better to be ready to address those issues and guide your drivers and customers anytime in need. It is not always the passengers or customers who are the main cause of any problem that taxi businesses face. There are rowdy, outspoken drivers also who ill-treat the passengers too. Then there are drivers who drive the cab like a moron and the passengers cant do anything but complain. To show their grievances you must listen. There are many other ways to extend support to your customers.
Your customers must have someone on their part when they run into a problem whether it is due to the driver or you. You must set up a customer support desk to offer a systematic resolution to their complaints. You can provide them with either active support or passive support. Active support is important because a customer support listens to your customer actively and tries to resolve the issue at hand instantly.
Phone support has been in existence long before internet or email came. It is still a popular choice. Mindster insists on providing your customers 24/7 support and less wait time. The problem is unlike chat support one phone executive can address one customer at a time and if you get too many incoming calls, you may run out of executives to take more call and your customers tired of waiting and cursing your support services. Hiring too many executives will increase the cost of operation on the other hand.
Modern app based taxi-hailing services like Lyft and Uber do not offer phone support to their customers for the very reason. My recommendation is that only offer phone support if you can afford to resource-wise as well as cost-wise.
Did you hear about missed call support wherein an executive calls you back when you give a missed call on a certain number? Also an option on the app, “call me back” under the Help & Support can help your customers evade queue and your support staff managing incoming calls.
Customers prefer passive support options while they neither are in a mood for an active conversation with a support executive nor want instant gratification. They are fine if the problem is solved after some time.
Chat support is very popular among new age startups particularly with Chabot development entering mainstream phase. Moreover, a single desk executive can manage 2-3 streams of chat at a time and 6-7 with the help of chatbot.
Modern chatbots are at the forefront of Artificial Intelligence (AI) technology. They can reply to a customer, give him information about the products he seeks, register a complain, tells the status of an open support ticket and capable of handing over the chat to a human executive when things go out of the scope.
The restless generation or the WhatsApp generation would prefer chat support to every other support option. They love the idea of getting instant replies and support without engaging in an actual conversation. They better relate to a chat option. This same generation uses their phone for accessing the apps and the internet not talking to someone.
In-app chat support with a combination of chatbots and humans has seen greater success than any other support option in the context of taxi dispatch app solutions.
Email has been around for quite a while now. They have completely replaced written emails. For support, every company offers email support to their customers. Email support is the choice of support the busy working millennials rely on. They do a lot of emails during their work hours and even after that and therefore more accustomed to this option than engaging in chat.
A mail to support desk leads to a thread of various endless emails that go around until the problem the customer raised is solved. So when a customer raises an issue with the customer desk over the official support email, the system raises a ticket against it and provides the ticket number to the customer with the expected resolution time or as they call it service level agreement (SLA).
The customer gets the progress mode on the ticket via the same email thread till the time the issue gets solved. Upon resolution, they are asked to rate the support.
Since you will be offering support to customers who use your taxi app, the app must contain the option to activate these options. While they can access chat support without leaving the app. For phone and email support, they have to move out of your app to the dialer and email app on their phone.
For email, you can pre-draft the email with support email, version and other technical details mentioned as soon as he leaves the app and enters his default email app. You can get with both outlook and Gmail app.
Mindster is a leading mobile app development company in India that develops custom mobile applications for the transport industry. In case, you have any query related to taxi app development with your custom required features, you can directly consult us.