How to use the In-App Help feature

1. Accessing the In-App Help Feature

Open the App:

• Launch Your Ride-Hailing App: Start by opening the Okito app on your smartphone.

Navigate to the Help Section:

• Menu Access: Usually, you can find the Help section in the main menu or by tapping your profile icon. Look for options labeled Help, Support, Customer Service, or Help Center.

• Direct Link: Some apps might have a help icon (like a question mark) directly on the home screen or in the ride receipt.

2. Explore Help Topics

Browse Common Issues:

• Predefined Categories: The Help section typically has a list of common issues or topics such as:

• Ride Issues: Problems with your ride, such as route, delays, or driver behavior.

• Billing and Payments: Issues related to charges, refunds, or payment methods.

• Lost and Found: Assistance with recovering lost items.

• Account and Settings: Help with account management, login issues, or app settings.

• Select a Relevant Topic: Tap on the issue that closely matches your concern. Each topic will provide more specific options or troubleshooting steps.

3. Follow Step-by-Step Guides

Self-Service Solutions:

• Guided Troubleshooting: The app might walk you through a series of questions or steps to help resolve your issue. For example, if you had a problem with your ride, it might ask for details like the ride ID, date, and a description of the issue.

• Automated Resolutions: Some issues can be resolved automatically through the app, such as requesting a refund or reporting a missing item.

4. Contact Support Directly

Request Further Assistance:

• Escalate the Issue: If the provided solutions don’t resolve your problem, look for an option like Contact Us, Get Help, or Talk to Support within the Help section.

• Choose a Contact Method: Depending on the app, you might be able to:

• Live Chat: Start a real-time chat with a support representative.

• Email Support: Send an email with details of your issue.

• Request a Callback: Some apps offer the option to have a support agent call you directly.

5. Track and Manage Your Support Requests

View Open Requests:

• Check Status: If you’ve submitted a support request, you can often track its status within the app. Look for a section like My Requests or Support History to see updates on your case.

• Follow Up: If needed, you can follow up on existing requests or provide additional information through the app.

6. Use Help Resources

Explore Additional Resources:

• FAQs and Guides: The Help section might also include a Frequently Asked Questions (FAQ) area, guides, or video tutorials on common topics.

• Search Functionality: Some apps have a search bar where you can type keywords related to your issue to find relevant articles or instructions.