Operational Tips: Arrivals section and Drivers App
To ensure you and your drivers make the most of the features available in the Arrivals section and Drivers App, we’ve compiled a set of best practices. Following these guidelines will help streamline your operations and improve customer satisfaction.
Remember that the Arrival section and Drivers App were developed to improve the Meet and Greet experience, an area where we've noticed room for improvement due to frequent complaints or low ratings.
1. Frequent monitoring of upcoming pickups
Regularly check the status of all upcoming pickups in the Arrivals section to stay informed and anticipate any potential issues, especially during peak arrival times.
Use filters to prioritize pickups by status or locator, helping you efficiently manage high volumes.
In your office, you can display the Arrivals section on a large screen for easy real-time monitoring, ensuring no pickup is overlooked.
2. Ensure accurate and timely status updates
You can train your drivers to update the statuses and to use the Drivers App to communicate any delays or issues immediately. This proactive approach allows you to make adjustments quickly.
By ensuring drivers are well-informed and the status updates are timely, you can create a seamless and stress-free experience for customers, leading to higher satisfaction.
3. Leverage Meet and Greet information
Customize pick up instructions as needed: If there are specific instructions or preferences for a customer, ensure these are clearly explained in the Meet and Greet details. Both customers and drivers have full visibility of these details, ensuring that the driver knows exactly what the customer is expecting, making the pickup experience smoother.
4. Review and analyze performance data
Use the status history data in the Arrivals section to identify inefficiencies or delays in your operations. This will help you make data-driven decisions to enhance service quality.
Soon, you will have access to a dashboard on the platform with live customer feedback and NPS data. Together with the pickup status history changelog, this will allow you to explore and understand what is happening in the Meet and Greet process and why you may be receiving certain customer ratings. Once the dashboard is fully developed, we will review it with you and explain its features to ensure you get the most out of it.
5. Ensure data security
Remind your drivers to treat the shared reservation links as sensitive information, similar to a password. These links contain critical details that should be kept secure to protect customer privacy.