“Digital Darwinism is the evolution of consumer behaviour when society and technology evolve faster than your ability to adapt.” – Brian Solis
The quote clearly signifies the importance of adapting to the digital aura. Over the time, organizations who have understood the value of digitalization have remained to be competitive and relevant. Customer experience has been described as the heart of digital transformation. However, with limited resources, it’s difficult for organizations to set a digital vision and strategy to engage right people in right place for measuring digital success.
Mobile has been the biggest medium to engage digital customers in the customer experience lifecycle. It has been the focal point for organizations who want to revolutionize their traditional business model and become digital-first medium. The world has been witnessing this trend, as organizations lead their path towards the unique “app-only” approach to cater to their various market requirements. This goes for the booming cab business also, where app services have gained traction and many of the organizations have either adopted or are thinking of moving to the app-only model.
Cab services have grown steadily over the past two years by offering rides at comparatively lower prices along with regular offers (often customized ones). The app-only trend is also having an impact on the local cab providers, who are witnessing their users shifting to more cost effective and trusted taxi services. This trend is more like a bonanza for the fleet industry, but for now these companies have been spending massive amounts of money on marketing campaigns, discount offers, and expanding into new markets. Millennials have multiple options of communication and expect service providers to ease their life while travelling. These increasing demands have aroused the need for a robust and efficient customer engagement platform. This platform ensures that the flow
Millennials have multiple options of communication and expect service providers to ease their life while travelling. These increasing demands have aroused the need for a robust and efficient customer engagement platform. This platform ensures that the flow behind operations is streamlined. When the customer books a cab through apps, a host of customer information is recorded in the contact center. Accordingly, the nearest fleet driver receives the details from contact center via the apps and is able to immediately respond to the request. The entire process from the incoming commuter request, to the call recording, and informing the nearest cab is handled by the contact center processes. Thus, the shift in consumer habits towards convenience and on-demand services have fuelled cab services to customize the experience of customers by providing one-click service through apps.
The efficiency and the quality of cab apps have not only made the customer’s life easy but at the same time have also given a huge boost to the usage of new breed of cabs. The apps have enhanced authentication and has streamlined the customers booking journey. Customers can book new cab requests, take doorstep service, track their booking status, send enquiries and provide feedback through one single tap. Who would want to go to a prepaid taxi outlet, stand in the long queue? Obviously, none of us would like to wait for cabs or other transport modes after having a tiring day. The app-only trend adopted by cabs has changed the way cabs are perceived by us. The big players offer numerous lucrative deals like first ride free, referrals, cab wallets, etc., that consumers get habitual of using their services. This has created a plethora of demand for smart services.
Moreover, the cab-aggregation market has also stepped up in introducing the number masking feature to keep customer numbers undisclosed from driver partners. As a result, when any customer clicks on the ‘Call Driver’ feature, two calls are initiated from random numbers (processed by contact center) and the customer gets connected to the driver. In order to ensure full privacy, a single number is assigned to the ride. This number is displayed on the driver’s phone and thus, he can speak to the customer on the same number till the ride gets started. The cab apps also have one such benefit for taxi drivers as the GPS integration with fleet allows the cab driver to find the fares with ease. This also helps the travellers in emergency situations and to better manage breakdown services.
Keeping in mind the corporate culture, some cab companies have also gone an extra mile by initiating corporate rides. This feature has simplified the reimbursement process for daily commuters to office. Commuters can now receive consolidated invoices for all their official rides at one place.Times have changed and cabs no more provide just standalone cab services, rather they have now started offering shuttle and
Times have changed and cabs no more provide just standalone cab services, rather they have now started offering shuttle and car pool services, inside the apps. Some of these companies have tied up with corporate offices to offer rides reserved through pre-booking on apps and others are offering carpooling opportunities by inviting users to register on their apps before finalizing the route and partners for the ride. Carpooling and shuttle service have also become a viable transportation alternative which has allowed passengers to travel with comfort and security while saving costs significantly.
Ultimately, cab and fleet industry is succeeding by following app-only approach to unveil hassle free journeys, and the rest of the industry should follow suit. Internet users have wholeheartedly embraced apps and the mobile web. To meet the demands and expectations of the new age customers, these industries need a robust contact center technology which is capable of supporting these apps to provide a galore of significant benefits for those who want to make the best use of it.