INDUSTRY:

Ridesharing, Technology, Financial

SITUATION:

One of the largest North-American ride-sharing companies was looking for a partner to assist with Driver Payment Support through their
app using an omni-channel approach.

CAMPAIGN:

Inbound Technical Support, Customer Care

OBJECTIVE:

Provide amazing Customer Care support and Tech Support for drivers and increase overall Customer Satisfaction levels (NPS)

KPI TARGETS:

Service Level, CSAT, FCR, NPS, Quality

RESULTS:

Built the entire project from the ground up including Customer Journey Mapping, CRM Implementation, Training Manuals, and Agent Support for the entire 1.7M US driver base, resulting in 76 NPS.