Technology

Swift Answers For An Instant Gratification World

Lexi Tucker
Posted on November 3, 2017

77% of people say valuing their time is the most important thing a company can do to provide them with good service.Source: Forrester Research
77% of people say valuing their time is the most important thing a company can do to provide them with good service.Source: Forrester Research
By now it’s ingrained in my brain that chauffeured transportation companies distinguish themselves from the likes of TNCs by relying on one main factor: Level of service. Say what you will about duty of care — I know it’s important, but the wallets of people my age couldn’t care less. If there is one thing they have going for them that our industry doesn’t, it’s simplicity. Sadly, that’s the honest truth (and if you disagree with me, I welcome your emails to [email protected]).

Unless you give Millennials a reason to spend more on transportation, they will continue to use Uber or Lyft and not bat an eye regardless of the horror stories of rape, assault, and kidnapping that emerge daily. Since this issue of LCT focuses on customer service, I thought I’d delve into one way operators can make things easier not only for the customers of the future, but for all consumers looking for a more upscale way to get where they need to go without the hassle of making a phone call.

Recent research from BI Intelligence found customers are more likely to shop at a business they can engage with through a chat app. Source: Business
Recent research from BI Intelligence found customers are more likely to shop at a business they can engage with through a chat app. Source: Business
I’m talking about instant messaging capabilities on your company website. But before you worry, I want you to know I’m not even really referring to bot technology — just providing your clients with the capability to talk to another human without being put on hold.

I know some of you might be reading this and saying, “Lexi, you just said the thing that sets us apart from TNCs is our level of service! I don’t consider typing to be very personal!” Ah, but there’s the rub. I can’t think of anything more accommodating than being able to ask you a question no matter where I am and receiving an answer instantly. I don’t have to carve out time in my day to call your office; I can literally do it as I work (my boss will understand).

According to a Facebook-commissioned study by Nielsen, 56% of people surveyed would rather message a business than call customer service, and 67% expect to message businesses even more over the next two years. Source: TechCrunch
According to a Facebook-commissioned study by Nielsen, 56% of people surveyed would rather message a business than call customer service, and 67% expect to message businesses even more over the next two years. Source: TechCrunch
This unrestricted communication brings our industry ever closer to the ease of booking a ride that Uber has indoctrinated into the mind of every modern twentysomething and beyond. Not only that, it’ll likely save you headaches when handling client complaints as well. 

If people are unsatisfied with your service, what’s the first thing they’ll do? Take a guess. They’ll put you on blast on social media faster than you can say, “How can I make things right?” However, if you give them the ability to contact you directly on your website, they won’t have to @ tag you in a public tweet. With a more private

Customer service interactions over Twitter have increased 250% in the last two years. Source: Twitter
Customer service interactions over Twitter have increased 250% in the last two years. Source: Twitter
outlet for interactions, you can easily resolve issues while saving brand face. There are many options available when implementing this technology. All you have to do is Google or ask around on limo Facebook groups. The future is here, and it’s one where clients don’t have to dial a number anymore. 

Related Topics: customer service, Lyft, Millennial Matters, Millennials, mobile technology, online reviews, text messaging, time management, TNCs, Twitter, Uber

Lexi Tucker Assistant Editor
Comments ( 0 )
More Stories