It was established in 2015 and functions in more than one hundred cities across India. The goal of Rapido is to provide transportation that is both economical and convenient, particularly in regions where traditional taxis or ride-hailing services may be difficult to access:
The fundamental service that Rapido provides is a bike taxi service that enables users to schedule trips on two-wheelers. This is typically a more expedient and handy option for navigating places that are crowded with vehicles.
Users are able to make reservations for rides through a smartphone application, which also provides additional services such as real-time tracking, fare predictions, and alternatives for cashless payment. A Rapido case study that emphasises on enhancing rider engagement through the implementation of WhatsApp automation is presented here.
In the course of their partnership with Rapido, Recro Media, being a SEM Services Company, was able to make use of WhatsApp automation in order to enhance the effectiveness of their rider communication capabilities. Through the implementation of conversational protocols for ride updates, assistance, and promotions, we were able to enhance real-time communication while also minimising the amount of manual support labour that was required. By reducing the quantity of work that needed to be done, this particular goal was successfully met.
Most Important Outcomes:
- Enquiries are resolved twice as quickly as before.
- An increase of forty percent in the number of riders retained
- An increase of thirty-five percent in the level of satisfaction gained
- 50% reduction in the amount of labour that the support team had to do
As a consequence of this, Rapido was able to build scalable, real-time customer engagement through the utilisation of WhatsApp, which resulted in an increase in rider satisfaction as well as retention rates.
Results Achieved
- 2× faster query resolution
- 40% increase in rider retention
- 35% improvement in customer satisfaction scores
- 50% reduction in live support workload