How Usedesk helped city bike rental speed up support by 6 times
About the company
  • Industry
    Bicycle rental service
  • Clients
    Residents and guests of the capital who choose a bicycle as a transport
  • 6
    Communication channels
  • 67 000
    Tickets per season
  • 196 322
    Users registered in 2016
Moscow city bike rental Velobike started using Usedesk after we criticized their support in our blog. The article came out on time - it turned out that the client department was just looking for a system to handle requests. The general director of Velobike contacted us, and we agreed on the implementation.
To criticize is not to roll bags, and everything turned out to be not so simple. It took 3 weeks from the first meeting with the Velobike team to combat work in Usedesk. We started by discussing how the support works and what tasks need to be solved. Several departments are involved in supporting Velobike:
The call center solves simple questions about tariffs on the spot, and if a client's bike breaks down on the road or more money was charged off, then the call center sends the application to the Operators department. Operators are already connecting the finance department and dispatchers to help the client. When the solution is ready, they contact the client by phone or mail. Simultaneously, the departments communicated with each other through the mail, skype, and even on paper.

As a result, some applications were lost, there was a lot of manual labor and little statistics. It was necessary to streamline work to respond to clients faster and spend less time on routine operations. Before moving from the post office, we drew a diagram of work in Usedesk. Then we connected mailboxes to Usedesk, added templates for answers to frequently asked questions, and trained employees.

"Yes, this new system is just mail, skype, and Excel in one" - Velobike operator about Usedesk

Problem 1. When customers wrote or called the call center several times, several employees were simultaneously tackling the same problem. Incidents happened. A persistent client who disagreed with the write-off for the rental called the call center and, to be sure, wrote in support twice. The client was lucky - one of the operators decided in his favor and returned the money. But the guys took the time to help two more clients.
How it became: Identical requests from the client are now combined. Thanks to this, the entire history of interactions is preserved. The support guys, as investigators, take into account all the details and check the client's testimony against the system before reaching a verdict. It happens that a client writes in a claim that he did not know anything about the rental rates. But in fact, he called the call center and was warned how much money would be charged if he didn't park but left his bike tied to the fence on a cable. It's easy to check. What the client said, what different operators answered him - everything is before your eyes, and the puzzle pieces are not lost.

So unscrupulous cyclists are taken out to clean water. But responsible and honest people always meet halfway.

Problem 2. 22% of requests are related to payments and returns. The final decision on the return of disputed write-offs is made by the Head Sergei Tsygankov.

Previously, operators sent applications for approval to him ... on paper. Each application was printed out, the pieces of paper were saved up and put in a bundle on the table. Something was lost; clients could not wait for money for a long time and were rightly indignant.

It reached 120 printed applications daily, the bins in the office were overflowing with paper.
NOW: Velobike saves trees and saves ink in the printer.No waste paper. Agreements are made in Usedesk using internal comments. The question is simply assigned to Sergei, and he sees the entire list of applications where a reaction is needed. All steps of the solution are visible.
Problem 4. In order to have statistics, information on each letter was manually entered into the "Journal of requests," a regular Excel file: date and time, subject of the request, client, responsible, status, and decision period.
This routine was time-consuming. Staying after the shift to fill in the file is a common thing. Sometimes they spent an extra working day on it.

There are manual labor, there are mistakes: either the figure was not added, then the time was incorrectly indicated - that's it, the statistics are already lying. Therefore, it is useless.

How it came to be:
Excessive body movements are minimized - nothing needs to be done; the system remembers all the statuses and responsible persons themselves. The staff is focused on helping riders and solving cycling problems. At the same time, managers see statistics on the reasons for calls, the speed of decisions, and control the process in one system.
Problem 5. 60% of e-mails came from call center employees from in a standard format. It was first necessary to find his e-mail in the Velobike database using the client's ID to respond to a client. Then add an e-mail to Usedesk and only then reply. Long, uncomfortable nightmare.
How it came to be: We saved employees an extra 2 minutes for each letter: We moved clients with e-mails from the Velobike database to the UseDesk database. We have created a rule that searches for a client in the database by the ID inside the letter and substitutes the required client with the card's address.
"Oh, now you don't need to do anything with your hands!" - appreciated by the operators.

How Velobike uses Usedesk for proactive support

he most common reason for unnecessary write-offs is a mistake in the lock at parking time. A tired cyclist, after the trip, does not fully insert the bike into the lock, and the rental remains open. And after a couple of hours, the client already receives a text message from the bank that 450 rubles were charged.

There were many claims, tears, and lost money. Therefore, in support of Velobike, the process was modernized. Now, if an error occurs during parking, the client will be sent an SMS, and after that, the operator will call: "I see you can't park. Let's help! "Usually, the client does not have time to get far from the parking lot; he is asked to return and make sure that the bike is positioned correctly. Like customer e-mails, parking error notifications are sent to operators in Usedesk, which often reacts before the customer dials the support number himself.
When the rental dragged on for 6 hours

Another costly problem is rentals longer than 6 hours. A client decided to go for a ride to a neighboring city and did not calculate the time and his strength. Maybe he was late for work and did not find free slots at the station. Or the newbie has not figured out how to return the bike to the parking lot. In any case, if the rental lasts half a day, it means "something happened." Possibly not useful. As a result, a client inadvertently can lose 1,500 rubles and Velobike - a bicycle, which is much more expensive.

Previously, support did not receive any signals about long runs. Operators manually monitored bicycles that did not return to parking for more than 24 hours. But finding the lost bike a day later was almost impossible.

Therefore, Velobike has finalized the system and implemented alerts. Now, if the rental lasts more than 6 hours, the client is informed by SMS, and the operators in Usedesk receive a notification. Operators easily find a client, contact him, and find out what happened. If the client left the bike somewhere, he would be asked to return it to the nearest parking lot. It is beneficial to follow the support's advice and treat the rented bike responsibly as if you were your own. The Velobike will meet halfway and recalculate the rental price, considering how much the client traveled. This is what I understand - flexibly and conscientiously customer-oriented.

Since the beginning of the 2016 bike season, every 4th bike that was missing has had a parking error.
After alerts implementing:
2.5 times less unreturned bicycles;
For 3 months of work with notifications, only 1 bike was lost and only because the client refused to park it at another station;
The rest of the bicycles were found and returned "home".

July - September 2015
Time for the technical preparation of the answer: 5 minutes.

Response time to the client, with the investigation of the situation: 12 hours 12 minutes.
July - September 2016
Time for technical preparation of the answer: 1 minute.

Response time to the client, with the investigation of the situation: 2 hours 22 minutes.
Indicators have improved 5-6 times.
We will continue next season :-)
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