Boosting customer satisfaction with cloud telephony for a cab aggregator
13 MIN Read
Cab aggregation in the UK has seen significant growth in recent years. The rise of cab companies has changed the way people commute and reach destinations. It has brought convenient, affordable, and reliable transportation services to the UK.
The key advantage of cab aggregation platforms is the convenience they offer to customers. Users can easily book rides from smart devices, get notified, schedule rides and do more, which saves their time.
For drivers, cab aggregation platforms offer flexible work opportunities and the potential to earn a steady income. This has encouraged many drivers to sign up with popular cab service companies.
The global cab aggregator industry, however, has faced several challenges including regulatory hurdles, driver strikes, and safety concerns. Some state governments have imposed restrictions on their operations, leading to legal battles and uncertainty in the industry.
Additionally, incidents of driver misconduct and passenger safety have raised concerns among users and led to calls for stricter regulations. We were able to address some of these concerns at Servetel/ Acefone.
Business needs of cab aggregators
Our client's platform offered coordination between passengers and cab drivers; however, they were facing some critical communication issues. Without a business phone system, passengers had to call drivers on their personal numbers, leading to unsupervised communication. As a result, there was an increase in cancellation rates, as drivers asked passengers to cancel rides to avoid paying commission.
Their cancellation rates went up to 65%. Privacy was another concern, especially for female0- passengers traveling to and from personal spaces. Incidents of harassment led to a realization that drivers needed basic customer engagement training.
Data security and privacy were also critical concerns for our client. Especially since accessing personal information through phone numbers and the risks of targeted marketing campaigns were possible.
Our experts built our client a custom solution that integrated into their existing platforms.
Improving our client’s business with cloud-based solutions
Business phone numbers serve as a vital tool for cab aggregator companies in improving communication between drivers and passengers. Our experts built our client a custom solution that integrated into their existing platforms. These numbers provided a centralized point of contact, ensuring that passengers could easily reach out to the client’s agents or connect with their assigned driver.
Additionally, business phone numbers allowed drivers and passengers to effectively communicate and address any issues or concerns. By leveraging these numbers, our client enhanced their efficiency, reliability, and overall customer satisfaction.
Cloud Phone System
Cloud Phone System- 24/7 operational communication system.
Stay present—anywhere, anytime. Encourage customers.
Cloud based features for cab aggregators
The click-to-call widget on the client's platform opened direct communication between passengers and drivers.
Our client could monitor driver calls and ensure that they did not cancel or try to operate outside the application. This also helped them find areas of improvement.
We added a two-way number masking solution to hide the phone numbers of both parties on the call. This ensured maximum privacy during conversations.
We set up a contact center solution to help them handle customer inquiries and complaints. These contact centers provided 24/7 support and 99.99% uptime.
Our client used the IVR to route calls to the right support agent in time. They helped passengers connect with support departments from their areas and resolve queries faster.
Using the call recording feature, our client could record all calls between passengers and drivers. This was then used for quality control and dispute resolution.
API integrations let our client add on multiple functions such as sending OTPs, ride notifications, click-to-call button on application, etc.
Our SMS services offered the client to receive OTPs on their registered contact numbers to confirm rides and ensure better security.
Key benefits our cab aggregatorclient experienced
Our client benefitted immensely from the cloud-based solutions we provided them. Some of the top benefits they saw were;
Our team of experts added privacy features to the solution we offered. This created a secure communication channel between the driver and passenger. Which ensured complete privacy for both parties, fostering a sense of trust and reliability among passengers and enhancing their brand credibility.
Instant and effective communication
Our solution enabled our client to establish swift and efficient communication among all stakeholders. Passengers could contact their drivers instantly, free from concerns about revealing their identity. This feature ensured seamless communication between drivers and passengers, enabling location coordination and ensuring a satisfying experience for all involved.
Our cloud-based solutions provided significant cost savings for our client. The number masking solution removed the need to purchase local phone numbers for each business location. Instead, we offered the option to add multiple lines across different geographies at minimal cost.
This feature enabled our client to expand their operations seamlessly, without incurring substantial additional expenses.
With the help of these virtual phone numbers, our client could better ensure security between passengers and drivers. They could do this by making sure all communication took place through their secure business platform.
This way, they could secure, supervise and analyze all their customer interactions. Furthermore, they could also prevent the exchange of unwanted conversations and services between both parties.
Superior customer experience
The fear of personal information misuse can be stressful for anyone. However, with our number masking solution, passengers felt more secure, knowing that their personal numbers were not being shared with anyone.
Furthermore, the click-to-call widget improved connectivity between drivers and passengers. This made it easier for everyone to coordinate among themselves.
This enhanced the overall customer experience, customer service improved, pickups were faster, and communication became easier. This led to higher satisfaction levels among passengers.
To summarize, our cloud-based solutions greatly improved the quality of our client's services and offerings. Our streamlined solutions simplified their operations and ensured the drivers’ and passengers’ privacy. They were also able to use our solution in screening and training drivers, as well as implementing measures for passenger privacy. Overall, our solution contributed to our client's success and reputation in the transportation industry.
If you're interested in improving your business communication solution