GoShare Customer Service: Professional Operations Guide

Executive overview and purpose

This document describes a professional, field-tested approach to GoShare customer service covering contact channels, service-level objectives (SLOs), incident handling, refunds, insurance, analytics and escalation. It reflects best practices used by mobility-sharing operators since 2016–2024 and is written for frontline managers and support leaders who must deliver reliable, measurable outcomes for customers and partners.

The goal is simple: reduce friction for rentals, resolve 95% of routine tickets within 24 hours, and contain critical incident resolution to under 2 hours where customer safety is implicated. The guidance below includes concrete operational targets, sample contact points, template SLAs and example costs so teams can adapt quickly to local markets.

Primary contact channels and operational hours

Customers must be able to reach support across digital and voice channels. In high‑volume markets, a 24/7 in-app chat plus extended voice hours produces the best balance of cost and satisfaction. Typical, high-performing setups are: in-app chat 24/7 automated triage, human chat 06:00–24:00 local time, phone support 07:00–22:00, and email support with a 24-hour business-day SLA.

• Example contact points (operational template): Phone: 1-800-555-0100 (US toll-free), Email: [email protected], Website status page: https://status.goshare.example, HQ (operations): 123 Mobility Ave, Suite 400, San Francisco, CA 94105. These placeholders should be replaced with your legal/marketing assets where applicable.
• Onboarding channels: SMS verification + in-app FAQ + contextual help buttons in the booking flow. Proactive channels: push notifications for vehicle recalls, OTA updates and scheduled maintenance notices, typically at least 48 hours prior to service interruptions.

Routing rules should be explicit: emergencies (accident, injury, fire) route to a dedicated safety desk and local emergency services immediately; vehicle faults and billing route to technical and financial queues respectively. Use IVR and pre-chat forms to collect critical triage data (vehicle ID, time, GPS coordinates) — capture these within the first 30 seconds of interaction.

Service levels, response time targets and SLAs

Operational targets must be tracked daily. Example SLOs used by market-leading fleets: first response within 15 minutes for P1 (safety/accident), within 2 hours for P2 (vehicle unusable), and within 24 hours for P3 (billing, general inquiry). SLA compliance target: 95% of tickets meet their SLO; 99% uptime for the in-app reporting interface.

Escalation timelines: if a P1 ticket is unresolved after 30 minutes, it escalates to an on-call manager; unresolved P2 after 4 hours escalates to regional operations. Maintain an audit trail: ticket creation timestamp, first response timestamp, resolution timestamp and customer satisfaction score (CSAT). Aim for CSAT ≥ 4.5/5 and NPS ≥ 35 in mature markets.

Pricing, refunds, credits and dispute resolution

Clear policies reduce disputes. Standard pricing examples: per-minute scooter rates commonly range $0.15–$0.30/min, unlock fees $0.50–$1.50, hourly caps $6–$15 and daily caps $30–$60 depending on city and vehicle class. Refund windows and caps should be explicit: for billing errors, offer automatic full refunds within 14 days and manual investigations up to 30 days.

Dispute handling workflow: automated provisional refund for clear-cut billing errors (issued within 48 hours), manual review for complex cases (completed within 14 business days). Store customer agreements and receipts for 12–24 months for compliance and chargeback defense. Document examples of acceptable compensations: ride credits, partial refunds, or coupon codes (e.g., $10 travel credit for a validated 30‑minute outage).

Incidents, insurance and safety handling

Accidents demand a rigid protocol: ensure customer and public safety first, advise to call emergency services (local 911/112), then capture incident ID, photos, GPS, and witness info. Typical insurer requirements include a completed incident form within 24 hours and an internal report within 72 hours.

Insurance model: many operators maintain fleet liability and self-insurance layers. Example policy: primary third-party liability up to $1,000,000, physical damage deductible $500–$2,500 depending on negligence. Clearly communicate what the company covers and what the user is liable for in the T&Cs and in-app incident flow.

Common problems and step-by-step troubleshooting

Top recurring issues: failed unlock (20–30% of tech tickets in some geographies), GPS drift (10–15%), billing duplicates (3–8%), and flat batteries (vehicle offline). Provide customers with a five-step unlock checklist directly in the app: check Bluetooth, enable location permission, restart app, try a second vehicle, contact support with vehicle ID and screenshots.

For billing duplicates, collect transaction IDs, timestamps, and last four digits of the card. For vehicle faults, collect vehicle ID, last-known battery/state-of-charge and precise location; these data points reduce mean time to resolution (MTTR) by up to 40% versus unstructured reports.

Escalation matrix and staff playbook

• Tier 1 (Agent): handle 80% of queries; scripted resolutions for common issues; target handle time 6–10 minutes.
• Tier 2 (Technical Ops): for vehicle faults, app bugs and complex refunds; SLAs 2–24 hours.
• Tier 3 (Regional Manager/Legal): safety incidents, regulatory inquiries, litigation; required response within 4 hours for active incidents.

Train agents with role-playing scenarios and maintain a 24/7 on-call list with names, mobile numbers and escalation badges. Keep a documented decision matrix that maps issue type to compensation bands (e.g., $0–$50 credit vs formal refund) to ensure consistent customer outcomes and auditability.

Metrics, reporting and continuous improvement

Track daily and weekly KPIs: CSAT, first-contact resolution (FCR) rate (target ≥ 70%), average response time, MTTR for P1/P2 incidents, ticket volume per 1,000 rides, and root-cause distribution. Use weekly RCA (root cause analysis) and monthly process audits to reduce repeat incidents by at least 20% year-over-year.

Integrate customer verbatim into product and ops roadmaps: tag and quantify feature requests and recurring complaints; feed them to product with a minimum quarterly SLA for prioritized fixes. Maintain a public-facing status page and a monthly transparency report that lists incident summaries, corrective actions and progress metrics to preserve customer trust.