With flat budgets and significant increases in the demand for services for the elderly and disabled, agencies must adapt to provide cost-effective on-demand services. LogicTree’s Paratransit IVR solution provides inbound and outbound automated customer services for paratransit customers, increasing customer satisfaction while creating efficiencies for your call center and paratransit operation. TransitSpeak Paratransit helps transit agencies efficiently answer their most common paratransit questions:
"Where’s my Ride? What trips do I have scheduled? Can I cancel my ride?"
These simple questions occupy the majority of paratransit information requests for most agencies. And, unlike fixed route services, the inability to quickly and easily answer these questions can have a severe impact on operational efficiency and costs.
TransitSpeak Paratransit IVR allows your agency to:
- Decrease no shows: Automated outbound reminder and late arrival calls help prevent no-shows and increase on-time acceptance of each ride.
- Expand Capacity: Handle increasing call volumes without expanding your call center.
- Improve Customer Service: The solution can address riders' most common self-service information requests, freeing operators to provide a higher level of customer service on more complex requests.
- Provide customer service 24 x 7: LogicTree's solutions provide a consistent customer experience 24x7x365. Easy access to the system is reassuring to riders who rely on paratransit services.
TransitSpeak Paratransit Features:
TransitSpeak Paratransit offers numerous levels of automation that are designed to match the customer service requirements of each agency. TransitSpeak Paratransit product features are designed with the specific needs of the paratransit customer in mind. Some of the features include the following:
Inbound IVR Services
- Inbound Trip Confirmations and Cancellations: Paratransit customers can call the system, enter their Account ID, and hear a list of their scheduled trips for a day or range of days. This service is available to your riders 24x7x365.
- Automatic Log In: TransitSpeak can automatically recognize the call-in number and not require the customer to enter a username and pin, thereby making the system more user-friendly.
- Customer Accounts: Frequent users of the system can establish their own user accounts to significantly speed up the trip reservation process.
- Agent Transfer: Callers can easily reach a customer service agent by pressing ??’ during normal call center hours for general trip bookings and other service requests. Touch-tone fallback is also available on all menu options.
Outbound IVR Notifications
- Outbound Trip Confirmation: TransitSpeak will automatically place a reminder call to customers the night before their scheduled trips. Paratransit riders are given the opportunity to confirm or cancel trips during each of these calls by simply pressing 1 for “yes” or 2 for “no”.
- Late Arrival Notification: TransitSpeak can automatically call a customer when the system determines that a scheduled pick-up will be late by more than a specified threshold (e.g. >15 minutes late).
- Outbound Arrival Alerts: Agencies can elect to have the system place an outbound call to customer’s minutes before the bus will arrive. This service will facilitate faster pick-up times and help to make bus service run more efficiently.
