CN114186892A

CN114186892A - Method for reducing complaint rate of driver and passenger

Info

Publication number: CN114186892A
Application number: CN202111554441.2A
Authority: CN
Inventors: 张允�
Original assignee: Shouyue Technology Beijing Co Ltd
Current assignee: Shouyue Technology Beijing Co Ltd
Priority date: 2021-12-17
Filing date: 2021-12-17
Publication date: 2022-03-15

Abstract

The invention provides a method for reducing the complaint rate of driver and passenger, which comprises the following steps: the message is sent to the driver to remind the driver, so that the problem that the driver is not in place under the scene of 'the driver is not in place' is solved, the passenger is replaced to urge the driver not in place to go out as soon as possible, and the requirement that the passenger contacts the driver is met; when the passenger fails to exhale the driver twice continuously, the passenger calls the driver again, if the driver is not connected, the driver state is set to be not connected, and the passenger selects to change the order state. The complaint rate of drivers caused by the fact that passengers are not connected is reduced by 90%, and the working pressure of a customer service department is reduced.

Description

Method for reducing complaint rate of driver and passenger

Technical Field

The invention relates to the field of network appointment vehicles, in particular to a method for reducing the complaint rate of drivers and conductors.

Background

Under the current travel background, the travel of a networked car is one of more and more people, passengers fill information such as addresses for getting on and off the car in a networked car platform and then get off the order, a dispatching system is used for matching the drivers and the passengers, and the current position information, the driving receiving route, the driving receiving mileage and the time length required by driving receiving of the driver are displayed for the passengers after matching is completed. When the passenger finds that the driver is always in place or the driver drives to other positions to be inconsistent with the current passenger's driving receiving route, the driver or the customer service can be contacted, and if the driver is not contacted, the user dissatisfaction can be caused inevitably, so that a great deal of user complaints are caused. Direct penalization of the driver also entails driver dissatisfaction, which may be the driver not hearing anything else while busy or the driver signal is bad. In order to improve the traveling and service experience of the driver and the passenger, the following scheme is specially designed, the satisfaction of the driver and the passenger is improved, the complaint rate of the driver and the passenger is reduced, and the order completion rate of a part of orders is improved at the same time by pushing messages to the driver, calling the driver out by IVR, knowing the dynamic state of the driver and determining the cancelling or reassigning behavior of the user side. In addition, the complaint rate of drivers and conductors is reduced, the cost of customer service for handling disputes is greatly reduced, and the pressure of customer service departments is reduced.

The defects in the prior art are that a driver is busy in other things or the signal of the driver is not good, passengers can not contact the driver, so that the complaints of the passengers are caused, and the user experience is poor. The user directly cancels the order, which causes the cost waste of the driver and the resource waste of the platform order dispatching. Penalties can cause driver complaints and poor driver platform service experience. A great deal of driver complaints caused by drivers cause great working pressure on customer service departments.

Disclosure of Invention

In view of the above, the present invention has been developed to provide a method for reducing the complaint rate of riding that overcomes or at least partially solves the above-mentioned problems.

According to an aspect of the present invention, there is provided a reduction method of a complaint rate of riding, the reduction method including:

the message is sent to the driver to remind the driver, so that the problem that the driver is not in place under the scene of 'the driver is not in place' is solved, the passenger is replaced to urge the driver not in place to go out as soon as possible, and the requirement that the passenger contacts the driver is met;

when the passenger fails to exhale the driver twice continuously, the passenger calls the driver again, if the driver is not connected, the driver state is set to be not connected, and the passenger selects to change the order state.

Optionally, the changing the order state specifically includes: cancel orders and speed reassignments.

Optionally, the sending the message to the driver to remind the driver specifically includes:

when the order state is 20, detecting the track condition of a driver when the driver starts;

detecting a change in driver trajectory position 2 minutes after the driver has departed;

if the change range of the track position is 0-2KM, sending a message to prompt a driver, and meanwhile, pushing a message card to a passenger side, wherein the message card prompts a current travel page of the passenger side: "platform is that you contact the order taking driver, the driver will go as soon as possible, please wait patiently".

Optionally, the passenger specifically includes after two consecutive outcalls fail for the driver:

under the condition that the passenger calls the driver twice continuously without connection;

the order is initiated, after the customer service system receives the request, the driver is called, and if the driver is not connected, the order system is informed;

the driver is called out, the driver is not connected, and the order system adds a mark to the corresponding order;

and after receiving the driver identification which is not contacted, the corresponding order of the passenger side displays the relocation popup window for the user to make a decision according to the current emergency of the user.

Optionally, the making a decision by the user according to the emergency of the current vehicle includes:

if the passenger chooses to change the driver, cancel the original order when changing, transmit the information of the present order to the order system at the same time, look for the driver by the order system, enter the most prior single channel of sending, do not enter and queue up, the network appointment platform preferentially ensures the vehicle use rights and interests of this kind of users, when changing the original order, the driver end increases the prompt case: the order is cancelled because the passenger cannot contact you;

if the passenger chooses to cancel the order, the passenger does not need to pay the purchase and consumption, the appointed fee, the dispatching fee and the waiting fee; meanwhile, a prompt document is added at the driver end: the order is cancelled because the passenger cannot contact you;

if the passenger wishes to continue waiting and the driver receives the passenger and takes to the destination, the order is ended normally.

The foregoing description is only an overview of the technical solutions of the present invention, and the embodiments of the present invention are described below in order to make the technical means of the present invention more clearly understood and to make the above and other objects, features, and advantages of the present invention more clearly understandable.

Drawings

In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings needed to be used in the description of the embodiments are briefly introduced below, and it is obvious that the drawings in the following description are only some embodiments of the present invention, and it is obvious for those skilled in the art to obtain other drawings based on these drawings without creative efforts.

Fig. 1 is a flowchart of a method for reducing a complaint rate of driver and passenger according to an embodiment of the present invention;

fig. 2 is a flow chart of a passenger who has failed two consecutive outbound drivers according to an embodiment of the present invention.

Detailed Description

Exemplary embodiments of the present disclosure will be described in more detail below with reference to the accompanying drawings. While exemplary embodiments of the present disclosure are shown in the drawings, it should be understood that the present disclosure may be embodied in various forms and should not be limited to the embodiments set forth herein. Rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the scope of the disclosure to those skilled in the art.

The terms "comprises" and "comprising," and any variations thereof, in the present description and claims and drawings are intended to cover a non-exclusive inclusion, such as a list of steps or elements.

The technical solution of the present invention is further described in detail with reference to the accompanying drawings and embodiments.

As shown in fig. 1, for the reason that the online car booking passenger can not contact the driver, on one hand, the platform sends a message to the driver to remind the driver, and meanwhile, the passenger side prompts to placate; on the other hand, the passenger is provided with an entrance for free cancellation and rapid reassignment.

The method sends a message to the driver to remind the driver, and under the scene of 'the driver is not in place', the method replaces the passenger to supervise the driver not in place to go as soon as possible, and meets the requirement that the passenger contacts the driver.

The judgment logic and the prompt are as follows:

a) driver trajectory conditions are detected when the driver has departed.

b) After the driver leaves for 2 minutes, detecting the change of the track position of the driver, if the driver keeps still in place all the time, the track change range is 0-2KM, sending a message through IM to prompt the driver, if the IM fails to send, then sending PUSH again, and the file case is as follows: you are good, and ask you to go as soon as possible to ensure the normal use of the vehicle by the passengers.

Simultaneously, give passenger side propelling movement message card, passenger end current journey page message card suggestion: 'the platform contacts the driver for receiving the order, the driver can start as soon as possible, please wait for patience'

c) The minute and track change range supports configuration, and the trigger time and distance can be flexibly modified according to actual operation needs.

As shown in FIG. 2, after the passenger fails to call the driver twice, the IVR calls the driver again, if the driver is not connected, the driver state is set as not contacted, and the passenger can choose to cancel the order or change the driver at the highest speed. The passengers are prompted to pop windows at the terminals, guided to wait for the departure or change the departure, and the order is given in the highest priority, if the passengers insist on canceling, the passengers do not collect the purchase and consume, and the passengers are not liable to cancel; when the passenger service helps the passenger to call the driver, the passenger end reminds the user at the front end that the driver is trying to be contacted and please be patiently waited. Driver end popup window prompt: the current passenger can not get in contact with you, the order can be cancelled, please contact the passenger in time!

The judgment logic and the prompt are as follows:

the passenger calls the driver twice continuously without connection, and the passenger does not need to call the driver twice continuously as long as the connection record is included between the two calls or the driver actively calls the driver;

the IVR calls the driver: the order is initiated, the customer service system receives the request and calls the driver, and if the driver is not connected or refuses to connect, the order system is informed. IVR outbound content: the honored first car appointment driver is good, the passenger with the mobile phone tail number of 4699 tries to contact you many times, and asks you to reply to the passenger as soon as possible. Thank you to answer the call. "

The IVR calls the driver out, does not contact the driver, the order system increases the mark for the corresponding order: and after the order receives the result that the customer service system IVR does not contact the driver, increasing the identifier of the driver which is not contacted, and simultaneously pushing the notice to the passenger side APP and the charging system.

And after receiving the driver identification which is not contacted, the corresponding order of the passenger side displays the relocation popup window so that the user can make a decision according to the current emergency of the user.

If the passenger chooses to change other drivers, the original order is cancelled when the driver is changed, meanwhile, the information of the current order is transmitted to the order sending system, the order sending system searches for the driver, the order enters a highest priority order sending channel and does not enter a queue, and the vehicle ordering platform preferentially ensures the vehicle using rights and interests of the user. When the original order is changed, the driver end is added with a prompt case: the order is cancelled because the passenger cannot contact you.

If the passenger chooses to cancel the order, the customer does not need to pay for the pick-up, the assigned fare, the dispatch fare, the wait fare.

Meanwhile, a prompt document is added at the driver end: the order is cancelled because the passenger cannot contact you.

If the passenger wishes to continue waiting and the driver receives the passenger and takes it to the destination, the order is ended normally.

Has the advantages that: the driver is reminded by sending IM messages, PUSH and IVR outbound calls, and the passenger telephone is noticed to be answered, so that the waste of platform driver resources is avoided.

Through popping up a selection page for the passenger, the passenger is given active selection right to select to change or cancel the order, and the satisfaction degree of the passenger is improved.

The complaint rate of drivers caused by the fact that passengers are not connected is reduced by 90%, and the working pressure of a customer service department is reduced.

The above embodiments are provided to further explain the objects, technical solutions and advantages of the present invention in detail, it should be understood that the above embodiments are merely exemplary embodiments of the present invention and are not intended to limit the scope of the present invention, and any modifications, equivalents, improvements and the like made within the spirit and principle of the present invention should be included in the scope of the present invention.

Claims

1. A reduction method of a complaint rate of riding, characterized by comprising:

2. The method for reducing the complaint rate of driver and passengers according to claim 1, wherein the step of changing the order status specifically comprises: cancel orders and speed reassignments.

3. The method for reducing the complaint rate of drivers and conductors as claimed in claim 1, wherein said sending a message to remind the driver specifically comprises:

4. The method for reducing the complaint rate of drivers and conductors as claimed in claim 1, wherein the passenger specifically comprises after two consecutive outcall driver failures:

5. The method for reducing the complaint rate of drivers and conductors as claimed in claim 1, wherein the decision making by the user according to the emergency of the current vehicle comprises: