Getting from point A to B shouldn’t cost the planet — or your peace of mind. That’s the vision driving Ridepanda, a micro-mobility platform that makes it easy to choose sustainable, electric rides. “We want more people to see micro-mobility as a fun, eco-friendly way to get around — and to help build communities where bikes and scooters replace cars,” says CX Manager Cassidy Grace.
Cassidy leads customer experience and support, helping bring that mission to life. Her team makes sure every rider feels taken care of, from choosing their first bike to enjoying the ride. “We’re always gathering insights to advocate for the customer,” she says. “My goal is to make sure our support is actually shaped by what people need, not just what we assume they want.”
Cassidy’s team relies on Front to keep everything running smoothly. It’s not just about responding to queries; it’s about collaborating across different teams, whether it’s relaying information to mechanics or working closely with the ground teams at “Pandahubs” to resolve time-sensitive issues. Front ensures the loop is always closed, and the rider always has a great experience — no matter where they’re going.
Front allows us to closely coordinate with our on-the-ground teams to address time-sensitive customer concerns and ensure seamless communication across our locations.
Challenges
A business pivot calls for a new approach to customer support
Ridepanda originally used Zendesk, but it wasn’t flexible enough for their growing needs. When they shifted from a direct-to-consumer model to a subscription-based service, they needed something that felt more human and could keep up with more complex workflows.
“When we pivoted, it was an opening for me to really dream about what the future of support looked like at Ridepanda: a more conversational experience that feels truly human,” says Cassidy. In a world where cycling can be intimidating for beginners, she wanted people to feel like they were talking to real humans, not help desk bots.
Supporting a team with different tech backgrounds
Not everyone on the team had the same level of tech comfort. “I needed a system that felt intuitive for both our software-savvy folks and our bike mechanics — many of whom have spent their careers in shops, not apps,” says Cassidy. Their previous setup was too complicated for some team members to use confidently, which led to slowdowns and frustration.
Tackling complex communication across locations
With remote teams and in-person Pandahubs spread out across cities, Ridepanda needed a tool that could support fast, seamless collaboration. “We realized pretty quickly that our old tools weren’t built for the kind of teamwork we needed,” says Cassidy. “There was no easy way to comment, loop people in, or share context across DTC, operations and partner teams.”
Front empowers new hires to contribute confidently, grow quickly, and adapt workflows to what makes sense for them — without feeling boxed into rigid systems that don’t match how they work best.
Solutions
A tool that adapts to change
While evaluating products, Ridepanda considered a few options, including Kustomer and Intercom, but Front stood out for its simplicity and ease of use. “I needed a solution that could keep up with our growth, one that was flexible, transparent, and adaptable,” says Cassidy. “Front had the right combination of these qualities, and its roadmap gave us confidence it would evolve with us.”
Collaborative support that keeps riders rolling
Ridepanda’s support team relies on Front to manage everything from simple questions to complex workflows. For example, when a rider wants to trade a standard bike for a cargo model or something faster, Front makes it easy to track and manage. “We’ve started using AI tagging to categorize common questions,” says Cassidy. “This means requests are automatically tagged and routed to the right team member.”
Support reps use prebuilt templates for quick replies and consult an internal knowledge base — rewritten with help from Front’s resource on optimizing knowledge bases for AI training — for anything unfamiliar. If a customer wants a different model or sooner delivery, the support team loops in operations, who provide real-time updates on bike availability. The rep then shares next steps with the customer, keeping the process seamless.
“By combining automation and human collaboration, we make sure riders feel supported at every stage,” says Cassidy. Virtual inboxes also provide operations teams with region-specific visibility, helping them step in with context without wading through unrelated requests.
Front allows us to get the right eyes on the right information, streamlining support, improving collaboration, and ensuring our growing team stays aligned across locations and functions.
Using AI to stay efficient and compassionate
Ridepanda has leaned into more of Front’s AI features to stay sane and streamline support. “When I get pulled into support conversations that are 20 messages deep, I need a quick way to understand what happened,” says Cassidy. “AI Summarize helps me do that, and fast.”
AI Compose tool also helps combat burnout. “Compassion fatigue is real,” says Cassidy. “Even with the best intentions, it can be tough to consistently maintain empathy in written messages. AI helps us maintain tone and wording, ensuring every message reflects the care we want to convey, even during high-volume times.”
Integrated tools for a streamlined workflow
To increase efficiency, Ridepanda integrates Front with tools like Dialpad, Google Drive, and JustCall. A key integration is with their in-house subscription API, which syncs customer data directly into Front. “This makes it easy for our support team to access customer details and resolve issues quickly,” says Cassidy.
As Ridepanda grows, they appreciate how Front evolves alongside them. From experimenting with dynamic objects to managing logistics for Direct Ship, Front’s flexibility has been invaluable. “The ability to customize Front to meet our specific needs ensures we can scale while maintaining a high level of service,” says Cassidy.
With Front, we now handle in one week the volume that used to take us a whole month.
Results
Tracking growth with data-driven insights
A few months after shifting to their new business model, Ridepanda folded Front into their operations, quickly making it a core part of their workflows. Over time, it became more than just a support tool — it became a key part of tracking the company’s evolution. “The data in Front shows our growth so clearly,” says Cassidy. “The graphs tell the story, and we use our Support Report to proudly highlight our industry-leading support.” This transparency helps maintain team morale and keeps the focus on exceptional customer service.
As Ridepanda scaled, efficiently onboarding new team members became critical. “Front is invaluable for onboarding new support team members as we grow,” says Cassidy. “Its intuitive design makes it easy for newcomers, even those with experience on other platforms, to ramp up quickly.”
Handling 4x higher volume and achieving high CSAT scores
Since implementing Front, Ridepanda has increased support capacity by 4x. What used to take a full month’s worth of work is now handled in just one week. Despite the increase in volume, they’ve maintained an impressive CSAT score in the 80s for their email support. “We’re proud of our CSAT, especially considering the complexity of our product,” says Cassidy. Across all touchpoints, including physical interactions, their CSAT scores reach into the 90s.
“We also take pride in connecting with customers during key milestones — like when they ride a bike for the first time or try an e-bike,” says Cassidy. “These moments are important to us and them, and we make sure to celebrate.”
Whether it’s capturing customer trends or adapting to new support challenges, Ridepanda benefits from the wealth of information Front provides. “The Front Community and its resources have been invaluable,” says Cassidy. “They’re practical and offer actionable information that really helps us continue to grow.”
