This eases the customer to resolve the queries at the time of booking.ģ. In-App Chat - When you visit the redBus website, you will be greeted by a little chat window at the bottom of the screen, ready to help you. We are also adding the redBus chat bot to the group chat, thus making the customer’s overall experience even more easier and convenient.Ģ. Using this feature the customer can raise concerns directly to the bus operator and it also gives a privilege to talk to other customers on the same bus which can help them to share the live locations of the bus and discuss other queries related to bus. Whatsapp group is a unique feature to bring customer, redBus and the operator closer during his journey.
To know more about whatsapp chat bot for redBus, please read this blog.
He/she can use this to chat for getting information about bus location, cancel ticket, refund status, payment debited but no ticket issued and so on. We introduced chat bot on whatsapp which helps the customers to resolve his queries on whatsapp. Whatsapp is quite ubiquitous in the Indian customer space. The solutions which were developed in order to meet the objective are listed below:
As the calls increased, it led to inefficiencies in handling the customer request. Some of the calls which were related to bus cancellations and boarding point queries, support teams had to call the bus operator to get the details. In this blog we will try to explain our efforts in improving our customer flow experiences at all stages.Įarlier, whenever the customer called the support, they had to manually check the queries, keeping customer on hold. Being leaders in our business domain - customer satisfaction, NPS determine how well we are taking care of our customers on issues (pre and post journey). ‘r edBus’ is world’s largest online bus booking platform operating in 6 different countries with thousands of transactions everyday. How redBus made use of DialogFlow, Whatsapp - to improve Customer Experience
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