Exciting Growth And Enhanced Support: How We’re Improving Your Hosting Experience

Dear Australia hosts, 

First, the good news: trip numbers are steadily climbing week over week, with October seeing more than double the trip days we had in September. This growth is a testament to your dedication and the opportunities we’re building together on Drive mate.

The Impact of Higher Demand

With this exciting growth, we’ve seen an increase in the number of support requests and tickets. We understand that delays in responses and resolutions have caused frustration, and we’re more motivated than ever to address these challenges efficiently.

Immediate Actions to Improve Support

To better meet your needs, we’ve more than doubled our support team, who are now undergoing intensive training to handle your requests swiftly and accurately. While they’re being trained, we’re going through each issue raised and are committed to closing each one properly. This includes an interim support system we’re implementing this weekend to help us manage the high volume of requests until December.

Our team is working overtime, with a dedicated push to clear the current backlog by mid-November. While no action is required on your end, please help us streamline communication by sticking to one message in one channel per issue—this will help us respond more quickly and keep things moving smoothly.

Introducing Support 2.0

In week 1 December, we’ll be launching Support 2.0 - our revamped support system to bring you greater visibility and control. With Support 2.0, any issue requiring time to resolve will be converted into a ticket that’s trackable within our app. You’ll be able to monitor the status in real time and receive automatic updates as we work through it.

Streamlined Pricing System

In addition, with our UCS-style pricing system (time and distance charge) effective early December, you’ll no longer need to manage excess mileage, fuel, or toll claims. Late returns will be also handled automatically, further simplifying your Drive mate experience.

Join us for our next webinar - Monday November 4th 

To walk you through these updates and answer any questions, we invite you to join our webinar at 6:00 PM AEDT. Click below to join us and learn more about what’s been happening and what lies ahead.

Thank you for your patience and partnership as we work through these improvements. Together, we’re building towards an exceptional summer for everyone.

Yours sincerely,

Gaurav and Dirk-Jan.