In Ride Help - Careem Supper App

In Ride Help - Careem Supper App

Customer Problem Statement

When I experience a problem with my ride during an ongoing booking, because my issues are urgent, I just want to be able to reach Customer Support with minimal effort

Hypothesis

By adding a call button on main booking/activity screens, we can reduce social media escalations and direct dial numbers ongoing activity Customer Journey Stage for ride-hailing

Success Metrics:

Primary: Reduce direct dial on Ride Hail Bookings

Secondary: Reduce social media escalations

Details:

To reduce friction to get help while the ride is booked, we chose to introduce Get help CTA in our ride booked details/manage ride to give access to voice,non-voice channels and our help centre access option to deliver according to the severity of the issue.

For Example, if the user is facing some serious issue, he/she can use the call option, for the non-emergency issue, the user can go for a chat and for general enquires, the user can navigate to the Unified help centre.

After testing with a small % of users, in just 10 days we have seen a significant increase in "Careem Help" visibility in the current ride

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Download 'Careem App' to see it live. Currently feeding people in the UAE, Saudi Arabia, Jordan and Pakistan. Yalla!