Quick Answers for 1st time Users

To help you get started quickly, we provide here:

5-Steps to Proficiency

Follow these five simple steps and you're on your way to more efficient operations and improved member satisfaction:

  1. sign-in and set your password [video]
  2. update your business name and respond to Members [video]
  3. set your hours of operation [video]
  4. add team members [video]
  5. turn-on Dispatch & start using Riptide + D3 [video]

I'm LIVE? What does that mean?

Riptide is already helping to improve member satisfaction for you.

We worked together with AAA NCNU to set-up the following:

  • D3 alerts Riptide every time you close-out a call
  • Riptide is sending a Goodbye text message from your Riptide account to the Member. This message reminds them to look for the member satisfaction survey and to mark you "Totally Satisfied" or text you back with a reason why they weren't totally satisfied.
  • We use the business name we had on record in the message. We recommend you sign-in to Riptide to make sure the business name is the one you want in the message.
  •  Members may respond to the message. We recommend your dispatcher sign-in periodically to see if the Member's message requires a response from you.
    The Goodbye text message includes your business name (where it says %SHOP_NAME% below) and reads:
Goodbye Message
Alaska, California, Nevada Arizona, Montana, Utah, Wyoming
Thank you for allowing %SHOP_NAME% to provide your service today. We would appreciate your response to the AAA survey which will come shortly by email. Your driver and our company are measured on the 1st question related to your "Overall ERS Experience", and we hope you were "Totally Satisfied". If there is anything we could have done differently, please reply to this text with your feedback. If you do not want to receive texts, please reply STOP. Thank you for allowing %SHOP_NAME% to provide your service today. You may receive an email survey from AAA. My success depends on you being Totally Satisfied with your service. Please mark the first question on your emailed survey as "Totally Satisfied". If you are not Totally Satisfied for any reason, please reply to this text with your feedback. If you do not want to receive texts, please reply STOP. Thank you for being part of the AAA family.

What more should I do? Why?

Riptide is already reminding Members to take the survey, but, with a little extra effort, you can do much more to keep members informed.

If you turn-on Dispatch (check-out this video):

  • D3 will alert Riptide ever time a call is assigned to your shop and a driver
  • Riptide will send a Welcome text message from your Riptide account to the Member. This message introduces you to the Member and asks the Member to confirm the location and service you're providing.
  • About 90% of Members are now better informed, but don't feel the need to respond (no extra work for you!)
  • 10% respond, often correcting the location or service, or asking a question. You can now message them back and confirm the new location or service (save you money!) or answer their question (happy member!).
  • You control when we send a Welcome message (with hours of operation) and who can reply (by adding team members).
  • If a customer responds after-hours, they can leave you a message or, if they need immediate assistance, we direct them to call 1-800-AAA-HELP.

The Welcome text message includes information we get from D3 including the customer's name, your business name, the service address, and the service type. I've entered some example values below.

Welcome Message
All NCNU Vendors

Hi BARBARA, this is %SHOP_NAME%, providing your AAA service today. Our driver will meet you at 123 MISSION ST., SAN JOSE, CA to provide BATTERY service. Our drivers will be following current social distancing recommendations. If you have questions or need assistance, please reply to this text. If you do not want to receive texts, please reply STOP. Thank you!