When a fast-growing ride-hailing platform set its sights on scaling operations, customer care became a top priority. With thousands of daily riders and drivers depending on timely support, the client knew they needed to evolve beyond a daytime-only support model. Their business was expanding rapidly, and delays in handling support tickets—especially during nights and weekends—were beginning to erode trust and impact customer loyalty.
The company approached Surgo with a clear goal: to implement 24/7 customer support coverage that could not only meet but exceed service level expectations. The stakes were high. Without a swift and reliable solution, they risked continued churn, more negative app reviews, and a slowdown in user growth.
Surgo immediately set to work, building a customized BPO support solution tailored to the needs of a ride-hailing environment. A dedicated recruitment team sourced and vetted agents with experience in fast-paced customer care and multilingual capabilities. Within days, Surgo launched an intensive onboarding program designed specifically for the ride-hailing industry, covering everything from app navigation to driver-rider conflict resolution and complaint handling protocols.
To ensure performance excellence, Surgo implemented a robust workforce management system with shift scheduling and real-time SLA tracking. The support team was rolled out in phases, allowing for live coverage to scale strategically across all time zones. Surgo’s internal QA specialists worked alongside the client to fine-tune tone of voice, escalation procedures, and quality benchmarks.
Within just four weeks, the ride-hailing platform had 24/7 support coverage in place—something they had previously struggled to achieve. Over the next three months, the team maintained a remarkable 99.8% SLA compliance rate, drastically reducing wait times and improving customer satisfaction scores across both rider and driver touchpoints.
Perhaps the most impactful result was a 20% increase in customer retention. With faster, more responsive support available around the clock, users felt more valued, supported, and willing to return. Fewer tickets were escalated, negative reviews declined, and customer sentiment visibly improved across platforms.
By partnering with Surgo, the client didn’t just plug a support gap—they built a sustainable customer care solution that scaled with their business and strengthened their brand in a highly competitive industry.
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