Specialists from the Driver Service Center who support hundreds of users monthly mainly used two communication channels: the hotline and the website contact form. The challenge we faced was establishing reliable customer service and reducing the response time, even with an increasing number of inquiries, as much as possible.
The company decided to create a mobile application that was to become a modern channel for communicating with the company. The application was supposed to not only help reach consultants directly but also act as a self-service platform. This forward-looking approach has been confirmed by subsequent studies on the preferred forms of contact with companies – as much as 60% of customers prefer solutions that will allow them to manage a simple problem on their own. In this case, it was assumed that the application user should be able to independently find the required information like the nearest tire or repair workshop or the vehicle repair historical data.