A North American ridesharing company is a leader in the gig economy industry with 30% of the region’s market share. Our partnership of two years has evolved to support rider safety compliance, privacy and safety violations, legal implications for violations, harassment complaints, and case escalation. Our team of 300 FTEs supports the North American region from our Jamaican campus.

The Challenge

The highly competitive nature of the driver and rider marketplace means support, security, and experience need to be high-performing in order to maintain market share in a 1% CAGR space. Because this $75 billion U.S. market is extremely vast, brand differentiation and loyalty matters.

With a constantly growing and transient user base in the rideshare industry, addressing community safety and privacy violations is a major focus. Our partner needed our help resolving complaints quickly and accurately within a 24-hour window. Many complaints were related to unsafe driving practices, sexual misconduct allegations, or other policy and safety violations that required same-day resolution to avoid legal implications. The brand risked reputational damage, as the delay in case resolution resulted in an increased repeat contact rate of 30% with over 50% of those requesting a full refund. The business struggled to stay on top of the growing demand and manage the commercial impact of these implications, and it lacked the resources to optimize its processes.

Our Solution

IntouchCX leverages our operational hackathon model to assess the current workflow continuously. Prioritizing the time-sensitive backlog, we mobilized a fast-response crisis team to fast-track the resolution of backlog complaints and implemented a system that flags common rider concerns when contacting customer support, streamlining action responses from support agents. We identified gaps in our partner’s trust and safety processes that resulted in multiple contacts, so our analytics team designed a new Catapult data dashboard that provided the client with a more effective process. This allowed us to implement more acute coaching for the front-line team while providing a method for delivering feedback to riders and drivers as needed. We added a reporting dashboard to provide the brand with more transparency and easier access to valuable data.

We designed new key performance indicators (KPIs) to ensure better visibility of issues and demand, including recontact submission percentages related to safety and decision accuracy. These were added to a scorecard that collected insights to confirm policy guidelines were being followed at first contact. This scorecard helped address concern areas and optimize enforcement guidelines for the community. We continue to proactively conduct performance analysis and share recommendations based on historical data. This ensures alignment with the business’s vision and goals for community safety.

Our impact has led to multiple high-level support teams handling complex cases including various legal requests, on-road emergencies, safety policy and compliance cases, and crisis communications.

Our Results

After implementing our solution to ensure timely resolution of cases, we delivered the following results:

• 40%: reduction in recontacts
• 93%: accuracy in case resolution
• < 24-hour: case resolution time

Find out how IntouchCX Trust and Safety can protect your riders and strengthen your marketplace.