Insecurity is not personal
Due to the nature of her job, she often has to travel and meet partners with many important documents and contracts. Ms. Hong Nhung (35 years old, Hanoi ) is most afraid of accidentally dropping or forgetting documents in the car. " I remember one day I was so engrossed in my phone that I forgot my documents. Later, I had to call so many people and go back to each location to find them. If I accidentally lost them, it would not only affect me, but also many other people."
Losing things while traveling is not only a concern for passengers like Ms. Nhung, but also a headache for drivers. "Sometimes customers drop small, inconspicuous items like wallets or jewelry in the back seat. If I don't pay attention, I won't know. By the time I discover it and luckily the items are still there, I'm busy with another trip and can't return them to them right away. Customers are anxious, and I'm equally anxious," said Mr. Quang Minh (41 years old), a technology car driver in Ho Chi Minh City.
Solving the "needle in a haystack" problem when looking for lost items
According to statistics from Gojek, every month the company receives hundreds of reports from passengers and drivers about items being left behind or dropped in the car. To effectively support passengers and drivers in these situations that need to be handled quickly, Gojek has specific features and processes to help both parties receive the most effective support. For customers, Gojek helps maintain the connection between them and the driver via the chat feature on the application within 2 hours after the trip is completed. This helps customers and drivers to communicate quickly if problems arise after the trip. Users can also proactively create a request for help on the application to receive detailed instructions from Gojek's 24/7 customer care team. Thanks to that, situations of lost items are handled quickly, accurately and professionally.
The kindness of Gojek drivers is also one of the factors that help customers quickly find lost items.
A few months ago, a foreign customer shared a memorable experience of finding lost items, when he forgot his wallet in a GoCar ride of Gojek: "The support staff was very sympathetic and handled my situation very thoroughly. Just 15-20 minutes after creating a support request, I received a call from the staff and was given detailed instructions on the sequence of steps to find lost items."
Drivers can also proactively contact customers via the in-app chat function within two hours of the end of a trip, as well as seek support from Gojek via the help request feature right on the GoPartner app for driver partners.
Gojek drivers can easily request help right on the app when customers forget items after a trip
Thanks to this feature, there have been many cases of "items finding their owners" successfully even when passengers have not yet discovered that they have left their items behind. Mr. Tien Son - a Gojek customer said: "I just got off the car not long ago, when I had not yet discovered that I had left my items behind, the driver texted me via the Gojek app to remind me to get my items back. I would like to thank Gojek, thank the young driver who is very friendly, honest, and kind!".
"Supporting the return of lost items to the right person is one of Gojek's top priorities in the process of managing operations serving millions of customers. We focus on organizing clear processes, detailed and quick instructions for these cases, and have a specialized team to urgently support requests related to finding and returning lost items. We want to bring customers the best service experience when using Gojek's services. Drivers also worry less when passengers forget their belongings. This is how we ensure convenience and peace of mind for both customers and Gojek's driver partners" - said a Gojek representative.
Every year, Gojek successfully resolves thousands of cases of lost and forgotten items from passengers using its services. Lost items are often very diverse, from phones, watches, wallets, computers, to documents, food, etc. The joy of customers when receiving lost items, of drivers when returning lost items to their owners, along with 5-star reviews and sincere thanks from customers for drivers and Gojek support team are the "sweet fruit" of the efforts and effective processes that this technology-based ride-hailing company has implemented.
The service quality and kindness of driver partners are also important factors that help Gojek successfully support customers in these cases, such as Mr. Nguyen Bao, a GoCar customer, who commented after receiving his phone left in the car, "Thank you very much because your company's driver partners are very kind and generous people."
In addition to providing a variety of services at reasonable prices, Gojek focuses on improving service quality from the smallest details, winning users' sympathy in its own way.
Users can book services such as two-wheeled ride-hailing service GoRide, car-hailing service GoCar, online food ordering service GoFood, and delivery service GoSend via the Gojek app. The Gojek app can be downloaded on iOS and Android.
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