Knowledge & Communication Solutions

Customer Journey & Helpdesk (Email Support/Freshdesk) 32

• Partial refund irrespective of seat count (e.g. moving to a less expensive RP)
• Riders' Request Types/Topics
• Missed Bus: Lines
• Rescheduling: Lines
• Ticket Cancelation Policy: Lines

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Emergencies & Phone Support (Fresh Caller) 1

• Phone Support- Helpdesk for Riders

Brand & Program Management & Social Media 5

• Social Media SOP
• Review Platform SOP
• Review Responses
• OTA and their Processes
• Referral Program SOP

Using Rally.co & Helping Users 3

• Finding the most direct link for a trip
• Searching for sports games
• Booking over the phone

CX Agent Handbook 13

• FAQs
• Start of Shift Tasks
• Downtime on shifts
• Refunds & Cancelations
• Difficult Riders

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Event Days (aka Day Of) 11

• EVENTS: HOW TO
• PRE EVENT
• USER-CREATED EVENTS/TRIPS
• Day Of Event
• DAY OF

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CSAT 1

• CX CSAT

CX Process 32

• CX ADA & Service Animal
• CX Alternate Transportation & Uber
• CX Bus Amenity
• CX Canceled & Refund
• CX Code Red Compensation & Reimbursement

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