BlaBlaCar: Improving Rideshare Experience & Reducing Driver No-Shows with Viber and SMS

01 Challenge

Communications Platform Reliability, Improving Customer Experience for Driver No-Shows

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02 Solution

An Omnichannel Strategy with Seamless Message Delivery

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03 Result

Elevated Ridesharing Experiences through Viber and SMS

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Client profile

BlaBlaCar is a long-distance carpooling platform that connects drivers and passengers with a common destination or journey. With its 65 million members and presence in 22 countries, a reliable means of communication plays a critical role in the company's success.

Challenge

Though BlaBlaCar had put forth efforts to improve message delivery and network coverage problems in the past, the issue remained. Sometimes, when a driver would cancel a ride, the notification would fail to be delivered to the passenger. This resulted in upset contacts to BlaBlaCar's Support, and negative user reviews.

Additionally, a large portion of their users in Russia and Ukraine had been requesting the option to communicate with BlaBlaCar through Viber. Ideally, they were looking for a reliable partner with global coverage and omnichannel communication capabilities, to be able to combine SMS, Viber and any other channels their users prefer. With effective transactional notifications, the carpooling platform was looking to minimize customer complaints and significantly upgrade customer experience. 

Solution

With Infobip, BlaBlaCar was able to offer Viber as a new communications channel - an option that was requested by many of their users. By implementing Omnichannel API, BlaBlaCar now had a fallback plan for specific markets where Viber communication had been implemented. This ensures that customers receive their messages either through Viber or SMS, depending on the network connection and their channel preference.

In order to satisfy the need for efficient ridesharing service notifications and minimal complaints, Infobip provided BlaBlaCar with 2-Way SMS communications which streamlined communications between rider and driver, enabled 2-Way SMS campaigns for opt-out purposes and a two-factor authentication (2FA) verification system for members who registered on the app, as well as notifications for booking confirmations, booking status, and last-minute ride requests.

Through the Infobip Portal, BlaBlaCar’s Support Team could see and track real-time message delivery statuses which gave them the ability to respond quickly if a delivery error occurred. This out-of-the box solution gave them access to high-end communication options, without having to utilize extensive development resources. 

Result

Having Infobip as a global messaging provider helped us achieve higher reliability and increase delivery rates. Other than helping us with one of our pain points, Infobip helped us improve member satisfaction by implementing Viber as a new channel for our users.

Erwann Robin Product Manager, BlaBlaCar

Involving Infobip has equipped BlaBlaCar with a stable and reliable network and platform to best serve their passengers and drivers. By introducing more channels of choice, BlaBlaCar answered customer demand and started engaging members over channels they already know and love.

Introducing the Portal helped positively influence the effectiveness and efficiency of BlaBlaCar's Support Team as message delays and delivery errors decreased. In-depth analytics and key metrics tracking options meant that customer complaints could now be handled in real-time and with specific detail – resulting in quick resolution and positive customer review. With it, the company was able to quickly react to developing market challenges – in France, BlaBlaCar used timely SMS messages to reactivate churned drivers following a big transportation strike with a high success rate.

Through Infobip, BlaBlaCar underwent an effective market expansion by introducing Viber as a new sought out communications channel. Viber messaging also resulted in positive feedback on social media from the application’s users, which, in conjunction with SMS fallback, increased the number of successful message deliveries. Our 2FA option increased security during user registration and access.