WHEN SUPPORT SLIPS, TRUST GOES WITH IT.
When it doesn’t hold, the same issues repeat and decisions get escalated unnecessarily, pulling attention away from where it should be. FIXATE runs customer support for urban mobility companies by taking full responsibility for day-to-day delivery, so issues are handled clearly and your core team can stay focused on running and improving the service.
When support holds, everything else moves more smoothly.
What this removes from your plate
Support runs day to day without pulling operations, city managers, or leadership into repeated rider issues, vehicle problems, or local edge cases that should not need escalation.
Users receive consistent answers across chat, voice, email, and social, reducing confusion and frustration when things go wrong in public or time-sensitive situations.
Each issue is owned end to end rather than passed between support, operations, and third parties, so problems are resolved properly instead of resurfacing across cities.
Only genuinely exceptional cases escalate internally, protecting the people who hold critical context and keeping the operation moving smoothly.
Support capacity adjusts to real world demand, seasonal changes, and city expansion, without over staffing or last-minute pressure on the organisation.
Recurring issues around vehicles, access, billing, and availability are identified and fed back into operations and product, reducing user impact over time.
How Support as a Service fits Urban Mobility
We do not sell fixed packages or disconnected services. We take ownership of urban mobility support and adapt it to the realities of the industry, constant change, operational pressure, and different expectations across markets.
This is how that ownership shows up in practice.
Understanding the pressure before changing anything
Before support can run smoothly, it needs to reflect how the service actually operates.
We start by identifying where support pulls time, attention, and decision making away from the core team, then adjust structure, flow, and ownership around real pressure points.
-
Reduce avoidable contacts through clearer flows and self service -
Identify patterns that drive repeat issues across cities and markets
-
Align tone and decisions with how the service is meant to feel
-
Remove friction that keeps escalating back to the same people
A team that holds day to day support
Support only works when it feels owned, not outsourced.
We provide a dedicated team that runs customer support day to day, embedded in your setup and accountable for outcomes rather than activity.
-
Coverage across channels and time zones
-
Language support that matches where you operate
-
Capacity that scales as demand changes
-
One team, trained in your product, tone, and boundaries
One owner for the entire support function
For teams that do not want support to remain a moving problem, we take full responsibility for the operation.
Urban mobility support becomes predictable, consistent, and something you do not need to manage, even as you grow or change how the service operates.
-
End to end ownership under your brand
-
Clear responsibility from first contact to resolution
-
Continuous improvement driven by real user signals
-
Fewer repeat issues over time, not just faster replies
Frequently Asked Questions
Why does urban mobility support keep escalating into operations and leadership?
Because most urban mobility issues require context and action, not just replies. Access failures, vehicle problems, refunds, and city specific rules often sit outside support’s authority, so decisions bounce between teams. When ownership and boundaries are unclear, support becomes a routing function and leaders become the escalation point.
How do we handle incidents and public complaints without damaging trust?
You need a clear incident flow that is calm, fast, and consistent across channels, including social. The key is to avoid improvisation in the moment by defining who decides what, what can be promised, and how updates are communicated. The best setups treat incident handling as part of the support operation, not a separate crisis scramble.
How do we keep support consistent across multiple cities and partners?
Consistency comes from one set of rules, one tone, and one owner, even when local conditions differ. Without that, customers experience different answers depending on city, time, or channel and trust drops quickly. A strong setup allows local realities but keeps decisions and communication consistent.
How do we reduce repeat contacts about access, billing, and vehicle availability?
Repeat contacts usually come from gaps in flows, unclear communication, and missing signals, not from user behaviour. You reduce them by identifying the common triggers, tightening self service and messaging, and feeding patterns back into operations and product. The goal is fewer reasons to contact you, not just faster replies.
What are the options for outsourcing customer support in urban mobility, and what usually goes wrong?
The main options are traditional outsourcing, hybrid support with internal decision making, or a fully managed operation where one owner holds responsibility end to end. What usually goes wrong is outsourcing without authority, where the provider can only respond and everything meaningful still escalates internally. The safer route is a model that owns delivery, integrates with operations, and is accountable for outcomes.
Our global presence creates global opportunities
Based in Copenhagen, we operate around the globe to deliver total support where and when you need it.
Global teams, local care
