Ola did not have a support section in the app, but did have a customer care number through which any user can get their queries answered or seek resolution for their problems. This is when we planned to build a Support section in the app that can pretty much solve users queries and resolve issues without the involvement of a customer care team. I worked on the In app + Web experience for Ola Support. The In app support was a responsive version of the website,
Few cases that were solved using In-app Support:
1- Charged without taking the ride
We got a lots of complaints in which the driver started the trip without the customer, So we added an OTP feature in the consumer app. This reduced a lot of such cases, but again there was a significant number of cases reporting the same. So we decided to build a instant refund feature, that will reimburse the money deducted from the customers wallet. By building this a lot of customers got back the money deducted, also helped build trust. This also helped us evaluate the driver and thus helping in the rating of the driver.
2- Left a belonging in the cab
People forgetting items on cabs were a common issue, we also had a good number of CC calls on this issue. So we exposed the driver number, with which the user can directly contact the driver to get the lost item. User also had an option to report the issue, incase the driver refuses to respond.
3- Driver denied duty
Driver denied duty is one of the top complaints that the CC team gets daily. We use this system to monitor our driver partners. The rating and incentives of the driver partners are directly affected through this system.
4- Collected extra Toll/ Parking charges
Most of the Tolls and Parking charges are included in the total bill, but there were a couple of complaints that the drivers demand the toll charges from the customer. We introduced an option on the app, through which the user can resolve such issues. We refunded the extra amount to the customer after a cross check with the driver partner.
Web UI for Support:
Web UI for a non logged in user. We prompt the user to login to resolve issues with his ride. He can always browse through the FAQ's and Articles here.
Web UI for a logged in user. User can view all the bookings that he has taken, and can resolve any queries or issues with the bookings he has taken.
Introducing the support section in the app has helped the company reduce the cost of Customer Care resources. It has also helped the users to resolve the issues quickly and efficiently. The system is not yet 100% efficient still. We are working on improvements that can help users solve all their issues through this portal.
Thank You!
