6/7/2018
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`FireShot Capture 11 - Lyft revved up real-time communicati_ - https
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`customers.twilio.com_249_Iyft_
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`LIVE DEMO - MAY 31- BUILDING A FLEXIBLEIVII WITH TWILIO STUDIO
`
`HELP
`
`LOG 'AI
`
`Products
`
`Solutions
`
`Docs &Tools
`
`Customer Stories
`
`Pricing
`
`LIFT REVVED UP REAL-TIME
`COMMUNICATIONS WITH TWILIO
`
`Lytt cut support costs by 100% by letting customers
`contact drivers directly using SMS & Masked Phone
`Numbers.
`
`THE RESULTS
`
`100K Drivers worldwide
`90% Fewer support calls
`
`200+
`
`5e"e'
`
`0000
`
`San Francisco-based Lyft is a major player in the booming
`
`ridesharing industry. Passengers can quickly request a ride
`
`in the Lyft mobile app, and get a welcoming, affordable ride
`
`from Lyft drivers within minutes.
`
`Community and safety first
`
`To provide a differentiated customer experience in the competitive
`ridesharing market, Lyft's on-demand service needed to enable real-time
`communications between passengers and drivers. Community and safety
`are core to the Lyft experience. By using Twilio's software-powered
`communications, Lyft created solutions tailored to its specific needs: real-
`time SMS driver updates for passengers and the ability for drivers and
`passengers to call each other without having to share their personal phone
`numbers.
`
`OVERVIEW
`Dais a okaudo.eeer
`transportation platform Dm
`connects passengers *hone.
`rides with drivers willing Dor,. ch
`rides using their own persona!
`vehicles
`
`CHALLENGE
`EDSUIPSOCY and community for
`ride, and drivers ailke hy ensuring
`realitime communication, while
`protecting driver and passenger
`privacar
`
`SOLUTION
`Arrival Men, Field Nolificatic
`
`Ma5ked Phone Numbers
`
`FOUNDED
`
`2012
`
`HEADQUARTERS
`san band., CP
`
`RELATED PRODUCTS
`Progranrnable SMS
`
`ProgranItnable Voice
`
`Securing phone numbers
`
`Twilio was the perfect choice for Lyft. Twilio enables rea I-time communication
`within the Lyft app to ensure the rider gets in the right car. When the driver
`accepts a ride, a communication channel is enabled without the need for either
`party to share their personal phone numbers. Lyft passengers can press the
`"Call" button on the mobile app to connect with their driver. The call button
`initiates a phone call to the Twilio phone number assigned to that ride and
`routes to the driver's mobile phone. That's how drivers can share more details
`to differentiate the car and its exact location. The driver can initiate calls if the
`passenger, for example, is not at the specified location.
`
`This flint-banality is not only beneficial to the nannenercri whn can n nick iv
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`identify the right driver, but also for the driver, who can minimize how much
`time she's sitting idly on the street. "The drivers would rather be doing rides
`than trying to find a parking spot," said Anthony Vel6zquez, engineering
`manager at Lyft. "That's the fun part of Lyft—driving people around and
`connecting with passengers."
`
`Mobile phone numbers are very private—today, we're no longer calling a place,
`but a person. Lyft needed to facilitate communications without exposing real
`phone numbers to meet high privacy standards for drivers and passengers.
`Already on an aggressive growth trajectory, Lyft sought a solution that could
`reliably scale as it added new markets, users, and features.
`
`Managing lost items
`
`Twilio Masked Phone Numbers are also used for Lyft's Lost and Found
`functionality. Previously, if something was left behind in the car, a convoluted
`process ensued. The passenger would call the Lyft support team, who would
`
`notify the driver, who would then mail a package with the lost items to Lyft
`headquarters, at which point Lyft would mail the package to the passenger.
`
`Now, when the passenger gets the digital receipt at the end of the ride, there's
`a Lost & Found link. The rider simply clicks on the link and enters a lost item
`description and a phone number where she can be reached. Once the
`passenger submits the request, Lyft uses Twilio to text the driver and the
`passenger about the lost item. This allows the driver and passenger to
`coordinate directly in order to return the lost item. After 24 hours, the number
`expires, preventing further communication.
`
`"Managing lost items used to be one of the most time-consuming tasks for our
`support teann," said Velazquez. "With our Twilio-powered Lost and Found
`solution, we've almost completely automated it." As a result, drivers are
`relieved of the burden of mailing packages and passengers get their items back
`sooner.
`
`Accurate real-time notifications
`
`SMS is also an important component of Lyft's real-time communication efforts.
`Lyft uses Twilio to send notifications when the driver accepts a request, arrives
`at a location, or when a ride status changes (e.g. is cancelled). In addition,
`Twilio powers Lyft's communication with drivers to ensure they have an
`accurate view of all active drivers in the system. As an example, if a driver is
`showing no internet connection and therefore not appearing in the system, Lyft
`
`will send a text to ask if she's still driving before taking him out.
`
`Speedy ROI with Twilio
`
`Twilio has demonstrated a positive ROI for Lyft. It's easy to develop on, easy to
`interact with, and easy to manage. Thanks to Twilio's intuitive communication
`API, the initial SMS and calling solution was built by developers in less than a
`week. The Lyft team has readily scaled the solution alongside the increase in
`drivers and passengers, and continues to find ways to extend their use of Twilio
`to address new business needs.
`
`Twilio supports Lyft's business goals by helping Lyft focus on community and
`safety to create the best possible experience for the passenger and driver.
`
`"Twilio helps us maintain that human element of connecting in the
`ridesharing model."
`
`ANTHONY VELAZQUEZ, ENGINEERING MANAGER, LYFT
`
`Already, the Lost and Found service powered by Twilio has cut support calls for
`
`lost items from 10% to less than 1%. No, returning lost items is handled
`almost entirely without support staff, which has cut postage costs by 100%. It's
`also reduced the number of help tickets, freeing up the support team to be
`
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`FireShot Capture 11 - Lyft revved up real-time communicati_ - https
`more errICIen1 ana quIcKly aaaress Mgner pnonty Issues
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`customers.twilio.com_249_Iyft_
`
`RELATED CONTENT
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`2?
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`Build an app
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`Explore use cases
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`Expand your knowledge
`
`To get started building Masked
`Phone Numbers into your
`application, check out the Masked
`Phone Numbers doos here.
`Go to clocs ,
`
`To learn more about Masked Phone
`Numbers, cheek out the Masked
`Phone Numbers page here.
`Do to use cases)
`
`For more information on Masked
`Phone Numbers chech out these
`Commerce Communications
`resources
`Go tO Warn )
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`ARRIVAL ALERTS
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`FIELD NOTIFICATIONS
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`MASKED PHONE NUMBERS
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`ON-DEMAND SERVICES
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`TECHNOLOGY
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`TRANSPORTATION
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`AMERICAS
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`Questions? We're here to help.
`
`Reach so bu,lc Get your free API Key
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`We can't wait to see what you build.
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