The approach we take to solve this problem is through customer services.

Previously, the following

was a brief general overview of customer services, especially in the context of the COVID-19
pandemic. According to Forbes, Better customer service is happening on a broader scale, from large
cable companies to small businesses selling critters. They have added better technology,
personalization, and more ways to communicate. There are 5 ways to offer better customer services
during a pandemic as listed. In addition, there are 4 steps according to Gaetano Dinardi in providing
customer service. The two steps to be prioritized are identify touchpoints and identify KPIs.

Here is a touchpoint of the Go-Ride and Go-Car services. The first touchpoint is the First interface
after we click Go-Ride or Go-Car Menu, then input the destination point, then input and confirm the
pickup point, choose the service and order, wait the driver assigned, and finally enjoy the services.
The two touchpoints that will be improved are input destination points and in the service section by
drivers.

We also develop KPIs. This KPI is important to assess the performance of customer services. Before
developing KPIs, the criteria are first identified. There are 4 criteria in developing KPIs, namely Linked
to Business Objective, Uncomplicated and Measurable, Measure Outcomes, and Shouldn't be too
many. And here are the proposed key performance indicators. The first one is customer waiting
time, customer rating on the services, the number of customers served during the pandemic, and
balanced contribution between Go-ride, go-car, and go-food with increased revenue from go-car and
go-ride of course. The solutions provided will later focus on increasing these KPIs.

There is a new feature that we offer, namely a transit feature that will be developed for Go-Ride and
Go-Car. With this feature, consumers who only want to visit for a short time before going to their
main destination will be accommodated, thereby increasing the number of consumers from go-rides
and go-cars. To make explanation easier, let's start with a story. Faiz wants to go to his friend's home
for a short time before he goes to campus. Using the existing scenario, he had to place two orders
and spend more. This will increase the probability that he will not use the go-ride and choose to go
to college with his friends. With the new scenario, Faiz will be dedicated to Goride so that it will use
it to its main destination.

This transit feature can be combined with the new go-food feature, namely the pickup order. Based
on experiences, there is a need to purchase food while going home or going to work. Let's start with
a return story. Ammar wants to buy some food before he arrives at his office. With existing
scenarios, Ammar needs to place an order through Go-Food after arriving at the office. By having to
add delivery fee, Ammar has the potential to stop buying using gofood and choosing to buy food
offline. With the new scenario, Ammar can buy food at the same time as he goes to work. Even
though the money spent will be the same as using gofood, Ammar will feel more served and easier.