No matter how beautiful your tone is when talking to customers, or how trained you are in nurturing them, it all boils down to pain points, pain points, and pain points. Sure, you might have a super-fast rideshare service, but when you mumble when customers ask you a question, or complain, it will go down to zero.
This is why Lyft is bringing together a diverse team as part of a marathon for addressing their customers’ pain points, and ideating on fresh possibilities beyond existing roadmaps. This and more in this Ridesharing Forum report.
From pain points to five-star reviews
One-star and two-star reviews can affect the possibility to get jobs, orders, and deliveries for drivers. So, a great customer support team is necessary for people to leave five-star reviews.
Last week, the CEO of Lyft, David Risher, went under the car to troubleshoot the issue of unreliable customer support for this app.
And, stakeholders are loving this.
“What Lyft is doing is smart, they’re giving people, frontline people, the drivers, permission to and a process to redefine experiences, instead of just complaining about it after the fact,” stated one. “They’re doing it with them, rather than to them.”
Lyft isn’t the first company to focus on this strategy of co-creation to improve customer support.
Lyft’s director of engineering also gave their take on this, without bypassing the CEO, saying, “[Lyft’s customer support] marathon gives team members the opportunity to address customer pain points, ideate on new possibilities outside of existing roadmaps, and learn new skills to better serve customers. It’s employee-driven, meaning ideas come from people closest to the products, and we have award categories that are designed to channel that energy toward business-critical outcomes.”
Proposal to raise drivers’ pay in Oregon draws opposition
A proposal to raise drivers’ pay in Oregon is opposed? Increasing of salaries, but not agreed upon?
Well, after Portland’s councilors came up with a proposal to raise the take-home pay of Lyft and Uber drivers through limiting the amount of money the companies can take from each trip.
Specifically, these councilors are considering a limit of 20 percent for the portion that the two ridesharing apps can take from a driver. Currently, there isn’t a fixed amount, and this can sometimes be above 40 percent, reports stated.
But, the disagreements came mostly from the ridesharing platforms, of course. They threatened to leave Portland due to the proposal. Meanwhile, Uber stated that it will lose profits.
Interestingly enough, also opposing this proposal are third-party coalitions, such as the Portland Metro Chamber and the “We Play for Portland” Coalition, which constitutes the Portland Trail Blazers, the Oregon Symphony, Portland Art Museum, and other Portland sports and arts organizations. They are threatening to leave Portland if these ridesharing apps decrease their offers. Once this happens, the turnout not only of customers for the app, but also for trips and events will become lower. For more ridesharing news and insights, keep it locked right here on Ridesharing Forum. ‘Til then!