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Customer Support for Transportation Network Startup

Our client is one of the world's fastest-growing startups, a transportation network company that serves over 50M customers in more than 40 countries with reliable on-demand cars, motorcycles, scooters and food delivery services.

  • Industry Transportation
  • Location Estonia
  • Size 4,600+ employees
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About the project

  1. Challenge

    As a fast-growing company, our client required to extend their in-house team by hiring an outsourcing partner. The goal was to grow an external customer service team to 90 people within 6 months and implement company service standards to maintain a high-quality service.

  2. Key requirements
    • Experience with Zendesk CRM system
    • Knowledge of various categories of food and non-food items
    • High level of customer satisfaction
    • Working experience with wholesale and HoReCa clients
  3. Solution

    Our team at Simply Contact has implemented a successful hiring strategy, dividing the interview process into 3 stages: HR interview, written assessment by an English teacher, and a final interview with a Project Manager. The process made it possible to successfully achieve the client`s deadlines on team growth. To make sure agents provide high-quality service, we offered to change their regular onboarding process. We used a standard online curriculum as a basis and combined it with soft skills material, workshops and calibration sessions, which helped to elevate customer satisfaction.

  4. Tasks we fulfill
    • Handling incoming requests through chats and tickets
    • Maintaining and developing the company`s image by providing excellent customer service
    • Customer support and consultations for riders, drivers, eaters, couriers, providers
    • Investigation and resolution of improper situations that clients may face (providing solution, discounts, compensations if applicable)
    • Reducing the negativity of contingencies
Case

Results

At this moment, we handle 2400 requests per day through two service channels 24/7/365. We met the client's team growth deadlines and helped to significantly increase Net Promoter Score and customer retention.

  • 2

    service channels

  • 2400

    requests resolved per day

  • 24/7

    operations

  • 3

    languages of service

Quote

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Our team provides full 24/7 support for the company’s drivers and customers. Our main goals on the project were to launch quickly, establish an efficient training process, and ensure great performance monitoring & analytics. We also aim to adapt and stay flexible as our customer’s business goals and requirements change.

Oleg
Project Manager at Simply Contact

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