As the end of March fast approaches we are conscious of the upcoming religious festival of Ramadan. It’s a time of fasting, prayer, reflection, and community building.
During this time, we are conscious that fleets may experience driver shortages along with increased call volumes.
We wanted to take this opportunity to share with you a few ways you can support your fleets and customers during the Ramadan period, as we know, we see more than 25% of drivers finish their shifts before sundown to return home and break their fasts with their families and loved ones.
To our customers who are observing, may Ramadan bring you prosperity and joy.
Ride Validation - Zones Fully Booked / Unable to Accept Rides (Autocab)
Ride Validation is a new feature available to all customers using Autocab for Dispatch. Instead of a customer going through the full booking process, then deflecting to an Operator due to Fully Booked Zones / Wall Active / Blocked Customer etc. Flip IVR can handle this call for you!
Your wallboard will show you live Dispatch Rejected Bookings when Dispatch has been unable to accept the booking. This can often be a high % of attempted bookings during busy periods.
So, instead of the additional pressure being placed onto the Call Centre when the system is experiencing high demand, Flip IVR will instead check the status of Dispatch as soon as we get the pickup address and time, and should Dispatch be unable to accept the booking, Flip will advise the customer and handle the call.
"We apologise for the inconvenience, but Flip Taxis cannot complete this booking because we have no available drivers. Thank you for calling Flip Taxis, and hopefully we’ll be able to help you when you next need a ride! "
Please note, this feature needs to be enabled currently via Support or your CX Manager so reach out for them to enable!
Late Callouts
Late Callouts support fleets in preventing driver no shows, dead mileage, and busy dispatch screens - all while providing great customer service. Flip will even update the ride that it made a callout, and what the result of the callout was, e.g. "Left voicemail", "Confirmed ride", "Cancelled ride," and more.
By enabling Late Callouts Flip will automatically call your late bookings on Dispatch, ensuring during this busy time your available drivers are receiving up to date bookings. In addition, you can also choose if we automatically cancel bookings should the customer not answer multiple attempts of contacting them!
Late Callouts can be enabled via your portal in a few easy steps and averages 95-100% automation!
Wait Times will check your Dispatch system to check the ETA of a booking before it is placed, if the wait time is above the specified threshold Flip will get the customer to confirm they understand and accept the wait time, if they reject we can even advise them to call back at another time! This reduces calls into call centre, ensures customers are patient during this busy time, and drivers know customers have been advised.
Wait Times can be enabled via your portal in Configurations -> Inbound Calls -> New Rides -> Wait Times
Are you using Surge Pricing on Autocab? If Yes, then Flip can also ensure IVR bookings are advised of Surge Pricing, ensuring all customers are notified. You can alert all bookings of surge pricing if active, or setup a threshold to only advise if the value is above a set %.
Surge Pricing will only be prompted to the client should Flip be advised from Dispatch that this is currently active for this booking, if the customer declines to pay Surge Pricing we can even handle the call!
Surge Pricing can be enabled via your portal via Configurations -> Inbound Calls -> New Rides -> Surge Pricing
During busy periods, its common that Active Ride will see an increase on your call volume, ensuring your Active Ride options are optimised can help prevent unnecessary calls into your busy Operators.
Within Active Ride its recommend that the following features are enabled to ensure customers can quickly and easily make required changes:
1) Cancel - Ensure cancel is enabled
2) Driver Calls - Allow customers to speak to drivers directly, during bad weather its important both parties can connect - Remember, all calls are recorded and personal data is masked
3) Callback Information Suggestions - Ensure enabled for all call types, all customers who call in can use Active Ride options to get live booking updates including ETA, Driver Information, Cancel Options & more.
Check your Active Ride settings within Configurations -> Inbound Calls -> Active Ride
Did you know that on Flip you can play an initial message to your customers prior to your standard booking flow?
During busy periods you are able to play a message to customers, set the duration and have it automatically expire in a few easy clicks!
Within your portal navigate to Configurations -> Inbound Calls -> Initial Menu Customisation
From here you will be able to select the message you would like to play to your callers, select the date & time duration and click save (or Save & Apply to all fleets).
