With continuous chat growth and a new in-house tool, helping our agents be more efficient and productive was key to ensure a faster support time for our users and scale chat even further.
Starting from the analysis on the usage of another third-party tool as well as some shadowing sessions, we realised that building a templated-based feature wouldn’t help. …
Grab, Southeast Asia’s leading superapp, is a hyperlocal three-sided marketplace that operates across hundreds of cities in Southeast Asia. Grab started out as a taxi hailing company back in 2012 and in less than a decade, the business has evolved tremendously and now offers a diverse range of services for consumers’ everyday needs.
To fuel our business growth in newer service offerings such as GrabFood, GrabMart and GrabExpress, user acquisition efforts play a pivotal role in ensuring we create a sustainable Grab ecosystem that balances the marketplace dynamics between our consumers, driver-partners and merchant-partners.
Part of our user growth strategy…
Grab’s engineering teams currently own and manage more than 250+ microservices. Depending on the business problems that each team tackles, our development ecosystem ranges from Golang, Java, and everything in between.
Although there are centralised systems that help automate most of the build and deployment tasks, there are still some teams working on different technologies that manage their own build, test and deployment systems at different maturity levels. Managing a varied build and deploy ecosystems brings their own challenges.
With Grab’s wide range of services, we get large volumes of queries a day. Our Customer Support teams address concerns and issues from safety issues to general FAQs. The teams delight our consumers through quick resolutions, resulting from world-class support framework and an efficient workforce routing system.
Our routing workforce system ensures that available resources are efficiently assigned to a request based on the right skillset and deciding factors such as department, country, request priority. Scalability to work across support channels (e.g. voice, chat, or digital) is also another factor considered for routing a request to a particular support specialist.
Since the early beginnings, driver-partners have been the centrepiece of the wide-range of services or features provided by the Grab platform. Over time, many backend microservices were developed to support our driver-partners such as earnings, ratings, insurance, etc. All of these different microservices require certain information, such as name, phone number, email, active car types, and so on, to curate the services provided to the driver-partners.
We built the Drivers Data service to provide drivers-partners data to other microservices. The service attracts a high QPS and handles 10K requests per second during peak hours. Over the years, we have tried…
Grab is Southeast Asia’s leading superapp, providing everyday services such as ride-hailing, food delivery, payments, and more. In this blog, we’d like to share our journey in discovering the need for GrabMart and coming together as a team to build it.
Back in March 2020, as the COVID-19 pandemic was getting increasingly widespread in Southeast Asia, people began to feel the pressing threat of the virus in carrying out their everyday activities. As social distancing restrictions tightened across Southeast Asia, consumers’ reliance on online shopping and delivery services also grew.
Given the ability of our systems to readily adapt to…
Ever wondered what goes behind the scenes when you receive advisory messages on a confirmed booking? Or perhaps how you are awarded with rewards or points after completing a GrabPay payment transaction? At Grab, thousands of such campaigns targeting millions of users are operated daily by a backbone service called Trident. In this post, we share how Trident supports Grab’s daily business, the engineering challenges behind it, and how we solved them.
Have you ever wondered what happens when you click on the book button when arranging a ride home? Actually, many things happen behind this simple action and it would take days and nights to talk about all of them. Perhaps, we should rephrase this question to be more precise. So, let’s try again — have you ever thought about how Grab stores and uses driver locations to allocate a driver to you? If so, you will surely find this blog post interesting as we cover how it all works in the backend.
One of the fundamental problems of the ride-hailing…
Security has always been a top-priority at Grab; our product security team works round-the-clock to ensure that our consumers’ data remains safe. Five years ago, we launched our private bug bounty programme on HackerOne, which evolved into a public programme in August 2017. The idea was to complement the security efforts our team has been putting through to keep Grab secure. We were a pioneer in Southeast Asia to implement a public bug bounty programme, and now we stand among the Top 20 programmes on HackerOne worldwide.
We started as a private bug bounty programme which provided us with fantastic…
At Grab, we build a seamless user experience that addresses more and more of the daily lifestyle needs of people across Southeast Asia. We’re proud of our Grab rides, payments, and delivery services, and want to provide a unified experience across these offerings.
Here are a couple of examples of what Grab does for millions of people across Southeast Asia everyday: