NEWS : New RedRoute Phone Feature

RedRoute

We use a company called RedRoute to automate the answering of our incoming phone calls. They’ve just started a new feature for us that will automatically do a check-in call with the passenger and, if necessary, automatically cancel the ride.

Here’s how it works:

1. 15 minutes after the requested pick-up time, if no driver is assigned to the order, our automated voice system will call the passenger to confirm their ride.
2. If the passenger answers and confirms the ride, the driver notes will be updated, letting the driver know that the ride is still valid and not a no-go.
3. If the passenger doesn’t answer and it goes to voicemail, the system will leave a voicemail telling them that we are still working on getting them a cab.
4. Three minutes later, the system will call back, and if the passenger doesn’t answer the second call, the system will let them know that we will cancel their ride and that if they still need one to call us back.
5. The ride will be canceled automatically, and the driver notes will be updated.

Note: Customers will not be exposed to the RedRoute name. If they refer to any of this, they will likely just call it the Yellow Cab phone system.