Support is a vital part of every successful business. To address this need, our platform includes a built-in support feature that allows users to quickly connect with your team when problems arise. Both customers and drivers may submit support requests when they encounter issues, and it is important to monitor and manage these requests effectively. This guide explains how to access, track, and handle support requests within the platform.
Customer side:
In the Customer App, users can access the Support feature from the Profile section. By tapping on this option, customers can request help either by sending a message or making a call, depending on preference.
The list of available support subjects is managed through the Admin Panel. You can create and customize as many support topics as needed to match your business requirements. These subjects help categorize the requests and ensure they are routed or handled appropriately. They can also view a list of FAQs by opening the link you have configured in the Admin Panel.
Driver side:
In the Driver App, support can be accessed from the Profile section. Drivers have three options for reaching out: they can send a message by selecting a support topic, call the support number you’ve configured (which we’ll cover later in this article), or tap Online Chat, which redirects them to the designated WhatsApp support number set in the Admin Panel. They can also view a list of FAQs by opening the link you have configured in the Admin Panel.
How to set the support Contact information
To do so, follow the path below:
Admin Center -> Settings -> General
In General Settings, scroll down to the Contact Information section, where you can set all the relevant support details.
Driver's Support Phone: This is the phone number that will be used for the call on the phone button in the Driver App. Drivers will use this number when they choose to make a support call.
Customer's support phone: This is the phone number that will be used for the Call Support Center option in the Customer App. Customers will use this number when they choose to make a support call.
URL for the FAQ: Set the link to your website’s FAQ page here. This will appear on both the customer and driver app support sections.
Driver's Tutorial URL: If you have a tutorial for your drivers and want it to appear in the Support section of the Driver App, enter the link here.
Driver's Support Chat URL: This is the WhatsApp contact link that will be used in the Driver App's Online Chat section. Drivers can tap it to start a live chat with your support team on WhatsApp.
The WhatsApp URL should look like this, with your support phone number replacing the example number: https://wa.me/1234567890
Managing support subjects
To manage your support subjects for drivers or customers, follow the path below:
Admin Center -> Settings -> Support Subjects (tab)
Here, you can view your list of support subjects. To make changes, click the Actions button next to any item to edit or delete it.
Creating a new support subject
Create a new subject by clicking on the New button, and providing this information:
For: You can select whether the subject is for the customer or the driver.
Title: Enter the title for this subject.
Description: Write the description for this support subject.
Monitoring Support Requests
You can monitor and access all support requests submitted by your customers and drivers through the system. To do this, follow the path below:
Admin Center -> Support
