GetGo + Zendesk: Driving sustainable mobility with efficiency and visibility

GetGo is the fastest growing and largest carsharing service in Singapore with over 2,400 cars in more than 1,500 locations islandwide. Its users can typically locate a car within five minutes walking distance from any HDB estate and start driving without a deposit or membership fees. “GetGo’s mission is to put the freedom to drive in everyone’s hands by providing a simple, flexible, accessible carsharing service,” says Farhan Sidek, head of customer and community experience at GetGo. “We want to create an ecosystem where mobility is shared and sustainable.”

Making customer support consistent

By the end of 2023, GetGo is determined to become a national brand known and loved by millions. Tasked to ensure quality customer service, Farhan’s department plays a crucial role in this vision. “We’re focused on delivering a superior and seamless service experience to our users,” says Farhan.

Previously, GetGo utilised multiple solutions to provide customer support which made it harder to satisfy growing queries and gain insight into the voice of the customer. Despite the lack of efficient processes or analytics capabilities, the team continued to work hard to satisfy a growing number of queries or gain insight into the voice of the customer. “Our agents juggled between separate tools for calls, emails, chat, and social media. Without structured data, analytics, triggers and automation, an email inbox was not enough to support thousands of users,” says Farhan. “So, we decided to create an omnichannel customer support ecosystem to serve customers in their preferred channel seamlessly and efficiently.”

Bringing channels, data, and tools together

GetGo started by migrating email to Zendesk and utilising Zendesk Explore as an integrated source of truth, which processes and analyses information about its users. GetGo also closely monitored metrics like customer satisfaction (CSAT), first-reply time, and the speed of resolution to track and improve user experience. “The implementation was very smooth,” Farhan recalls. “And now that we sort tickets based on status and pull various data, we have more clarity on what’s going on in the customer’s journey.”

GetGo also launched tools like macros—prepared actions that save time when agents need to manually respond to multiple customers with the same issue. The company also used Zendesk Guide to create a help centre that serves as a knowledge base for the internal team to share crucial insights and best practices. “Having all these capabilities on one system makes it much easier for our agents to access information and do multiple tasks efficiently,” says Farhan. “Thanks to that, we’re able to provide speedier service to our users—80 percent of the time, our users get a reply within 24 hours and 60 percent of cases are resolved fully within that same period.”

Empowered, supported staff

Having more visibility and productivity has motivated customer service agents at GetGo as well. “It is crucial for us to be a great place to work,” Farhan notes. “When we introduced Zendesk, our team was ecstatic because they could now structure how they responded to customer emails.”

The transition has also enabled GetGo to oversee and manage team capacity. “Today, we can look at our data and forecast the number of agents we need at any time. This is crucial because as we grow, we need to make sure that our team is at the right size to support future demand,” explains Farhan. “With Zendesk, I can safely say that I know the number of hires I will need in 2023, which helps us do some forward planning for the team.”

Looking forward to more

As GetGo poises itself for overseas expansion, the company is looking for new ways to empower its growing customer support team. “We have about 8,000 chat tickets and 600 email inquiries per week with only 40 agents. We want to have all channels within a single system to create omnichannel customer support and enhance our customer support agents’ experience,” says Farhan. The company is also considering adding multiple integrations like Power BI to bring even more visibility to the team, and Telegram bots and WhatsApp to enable users to reach out through more channels. “We are considering tweaking how users rate our service, possibly introducing a scale rating instead of a positive or negative assessment. This way, we can look at more granular data to drive changes,” says Farhan.

As a longtime Zendesk power user, Farhan is certain there are endless possibilities for improvement. “I’m a self-made Zendesk ambassador,” he says. “I have been using these solutions for seven years and know there is still a lot to explore. Whatever happens, I’m sure Zendesk is going to be a big part of GetGo’s growth.”