How Maxim Streamlined Support to Boost Driver Satisfaction to 90 Percent

Maxim Rides & Food Delivery has rolled out a dedicated, in-app Driver’s Help section while cutting response times for customer support inquiries. The updates are designed to give driver-partners immediate access to operational information and streamline assistance directly within the app.

The newly introduced Driver’s Help section functions as a digital manual accessible through the Taxsee Driver application. The tool allows driver-partners to resolve routine concerns, review platform services, and consult frequently asked questions independently, eliminating the need to reach out to support staff for basic inquiries.

According to internal company data, these combined operational upgrades contributed to a positive support experience during the first half of the year, with nearly 90% of driver-partners expressing satisfaction with Maxim’s support team.

Alongside the launch of the in-app manual, Maxim overhauled its direct support framework to improve resolution times and maintain consistent inquiry standards. Key performance metrics from the company’s support operations reveal:

• 81% of driver inquiries receive a resolution or response within the first 24 hours.

• 22% of basic inquiries are addressed in 15 minutes or less.

• Complex concerns are routed through specialized evaluation, requiring additional time to reach an accurate solution.

To maintain these benchmarks, the company regularly audits its support handling procedures, monitors representative performance, and adjusts operations based on driver-partner feedback. The company expects the instant accessibility of the new guide to help driver-partners execute orders more efficiently and elevate overall service quality across the platform.

“At Maxim, we continuously invest in solutions that make it easier for driver-partners to perform orders and access support whenever they need it. The Driver’s Help section and our ongoing improvements to customer support are part of our commitment to providing a better experience for every driver-partner on the Maxim platform,” said Andres Morales Jr., President of Maxim Rides & Food Delivery.