Press Centre

Consumers & DriversTech & Product

Grab Launches In-app Instant Messaging Service GrabChat for Ride-hailing across Southeast Asia

Grab today announced the availability of GrabChat, an instant messaging platform built within the app, across all its locations in Southeast Asia to provide a more seamless and speedier pickup to drivers and passengers.

  • Enables rides to commence more quickly and seamlessly by aiding communications between drivers and passengers
  • Template messages for quick and safe communications — send messages with just one tap
  • Eliminates expensive international phone charges for drivers and passengers

JAKARTA, Indonesia. 24 October 2016 – Grab today announced the availability of GrabChat, an instant messaging platform built within the app, across all its locations in Southeast Asia to provide a more seamless and speedier pickup to drivers and passengers. Starting today, GrabChat will be progressively enabled this week for all Android and iOS users. In its extensive beta testing involving more than 50,000 users across the region, GrabChat has contributed to an overall better ride experience by helping drivers more quickly locate our passengers and commence rides. Grab is the first ride-hailing app in Southeast Asia to provide instant messaging.

“GrabChat is a simple, yet powerful, feature upgrade. It makes it easier and quicker for passengers and drivers to commence their rides by allowing seamless communication between them without leaving the Grab app or incurring mobile charges. Many drivers rely on calls and text messages before pickups to help locate passengers, share an estimated arrival time and inform them that they have arrived. Furthermore, we’re seeing a steady increase in passengers using Grab beyond their home country and the availability of GrabChat will help drivers without international calling capability communicate with foreign mobile numbers,” said Tan Hooi Ling, Grab Co-Founder.

Many drivers rely on calls and text messages before a ride commences to help locate passengers and inform them that they have arrived. GrabChat provides an in-app communications solution to drivers and passengers, minimizing call and SMS charges. During the beta testing conducted amongst select drivers and passengers in Malaysia and Singapore, using GrabChat saved drivers 85,000 and passengers 45,000 SMSes respectively in just one week.

In addition, drivers and passengers on GrabChat beta are seeing a significant reduction in ride cancellations, compared to users who are not yet on GrabChat, by enabling a more seamless pickup process. With GrabChat, drivers can communicate their estimated arrival times without leaving the app screen, while passengers are able to receive more responsive feedback and communicate their whereabouts.

GrabChat is designed with safety in mind for its drivers. To enable safe communication between drivers and passengers, GrabChat comes complete with commonly used template messages for drivers and passengers. This provides a safer and more convenient way for both parties to send a message with just a touch of a button. During GrabChat’s beta testing, the vast majority of sent messages from drivers were template responses to communicate with their passengers, with the top three messages being “I’m here”, “OK” and “I will arrive in 2 minutes”.

More passengers are starting to use the Grab app for rides during their travel around the region. GrabChat makes it easier for drivers and passengers to communicate without incurring expensive international call charges. With different languages spoken in every Southeast Asian country, GrabChat will also be enhanced with auto translation of messages by the end of the year allowing regional travelers to communicate even more easily with local drivers.

Grab will introduce more useful features on GrabChat beyond the auto translation service. “We have a well-developed product roadmap to launch new features and more hyperlocal functions to ease communications for local passengers and regional travelers with our driver-partners. Grab wants to be your ride of choice across Southeast Asia,” added Tan.

Upcoming features for GrabChat include:

  • Auto translation of messages to enable seamless communication between drivers and regional travelers with language support for English, Bahasa Malaysia, Bahasa Indonesia, simplified Chinese, Thai and Vietnamese.
  • Ongoing localizing of template messages for every country based on the analysis of commonly typed messages to improve template messages, ensuring the options provided remain relevant and useful.
  • Enable location & multimedia messages based on assessing customers’ comfort to share or send pictures of their locations to provide a speedier pickup by drivers.
  • Expanding GrabChat to more services such as GrabBike, GrabHitch, GrabExpress and GrabFood for a more uniform experience across the Grab app.

GrabChat is currently applicable for GrabCar and GrabTaxi services and will be progressively enabled this week for all Android and iOS users starting today. To experience GrabChat, please download the Grab app from the Google Playstore or App Store

###

About Grab

Grab is Southeast Asia’s leading ride-hailing platform. Grab solves critical transportation challenges to make transport freedom a reality for 620 million people in Southeast Asia. Grab’s core product platform includes private cars, motorbikes and taxi-hailing. Grab is focused on pioneering new commuting alternatives for drivers and passengers with an emphasis on convenience, safety and reliability. As part of its innovative culture, Grab is testing new services such as social carpooling, as well as last mile and food deliveries. Grab currently offers services in Singapore, Indonesia, Philippines, Malaysia, Thailand and Vietnam. For more information, please visit: http://www.grab.com.

 

Media Contact:

Ekhel Chandra Wijaya                           Dewi Nuraini

PR Manager for GrabTaxi & GrabCar     PR Manager for GrabBike & GrabExpress

ekhel.liu@grab.com                               dewi.nuraini@grab.com

Visit our country press centres

Media Inquiries

Contact the Grab media team

Follow us on Grab social channels

Business

Grab Beta Launches GrabRewards to Make Rides Even More Rewarding

Grab today unveiled GrabRewards, Southeast Asia’s first regional loyalty programme for ride-hailing passengers, capping off a successful year for Southeast Asia’s leading ride-hailing company.

Consumers & DriversTech & Product

Grab Launches In-app Instant Messaging Service GrabChat for Ride-hailing across Southeast Asia

Grab today announced the availability of GrabChat, an instant messaging platform built within the app, across all its locations in Southeast Asia to provide a more seamless and speedier pickup to drivers and passengers.