An unresolved problem costs you drivers. A quickly solved one keeps them: up to 70% become repeat customers once their issue is fixed. The Customer Support Engine knows your service inside out and responds instantly, by chat or phone, and hands off disputes to your team already sorted.
Someone whose problem got solved ends up more loyal than someone who never ran into one, up to 8% more loyal, according to the service recovery paradox, a finding replicated across 500+ studies in both B2C and B2B. The same pattern shows up in repeat bookings: 54 to 70% of drivers come back after a resolved complaint, and that jumps to 95% when it's resolved fast. The real risk isn't the complaint itself: only 4% of unhappy customers actually speak up, the other 96% just quietly switch providers. Good support isn't just about fixing one incident, it's what determines loyalty and long-term usage.
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Support is built right into the app, wherever drivers need it: a button on every booking screen opens chat in two clicks or less, straight to the right topic, with the screen and booking number passed along automatically.
From there, three tools work together to close out the request as fast as possible:
Most requests get solved fast by the AI agent. If not, it becomes a case with full context attached.
Up to 90% solved instantly.
Fin greets drivers by name and already knows their booking and account status before they've even asked a question. Instead of canned answers, Fin makes decisions: refunds, disputed fees, damage, and service complaints go straight to the Resolution Center, everything else gets handled on the spot. Providers decide what knowledge Fin draws on to answer.
An accident, a breakdown, an insurance question, these are exactly the moments no one should spend on hold. The AI agent answers instantly, 24/7, in any language, and knows when a situation calls for a human. Someone from the support team then steps in seamlessly, already caught up on the conversation so far.
Refunds, disputed fees, vehicle damage: every case arrives in your portal fully organized, complete with booking details and up to 5 pieces of evidence. You decide with a single click, no need to piece together what happened.
The improvements come from hundreds of sharing fleets, not just yours. Fin, the call center, and the Resolution Center are never finished, they're always evolving, built on experience from hundreds of shared mobility fleets across the MOQO network. The more the AI handles, the more room your team has for the cases that truly need a human touch.
Small effort from you, a big difference for your drivers.
Keep your support instructions current, check the Resolution Center regularly, let drivers know when their complaint actually changed something: none of this takes much effort, but it makes a real difference. Your input is what turns a system that already works into one drivers genuinely trust and stick with.
Both packages run on a flat rate, so your costs stay predictable whether ten drivers use support or ten thousand. You pay for availability, not per contact.
Providers can request either package through the Academy, just open a ticket with Fin.
The MOQO Customer Support Engine is MOQO's all-in-one support stack for drivers in shared mobility fleets: an AI chatbot (Fin), an AI-powered call center with human backup, and a structured Resolution Center for disputes, all wired directly into the MOQO backend.
If Fin can't resolve a request on its own, it creates a case with full context and a person on the MOQO team or in the call center picks it up and forwards it to you. Formal complaints skip that step entirely: Fin links straight to a form in the Resolution Center, and that case reaches you fully documented too.
Yes. Providers set the specific knowledge Fin draws on, in chat and on the phone, through support instructions in the provider portal, things like cancellation windows, parking rules, or vehicle quirks. Changes go live right away.
It runs on a monthly flat rate rather than pay-per-contact, so a spike in requests never means a spike in cost. You'll find exact packages and pricing on the product packages page.
No. Unlike a standard FAQ bot, Fin has direct access to drivers' booking data and account status, so it can make real decisions instead of handing out generic answers or just passing requests along.
Take the Customer Support Engine for a spin in a short demo, and see how it handles your own rules, bookings, and processes in practice, not a generic example.