[jsadow]

What we've learned most at Scoop is that this is all about human experience. Commuters are regular people with regular, complicated lives - they have family obligations, schedules, meetings, work priorities, personal desires. Having accessible, thoughtful support is, to us, a critical part of that experience.

We believe that software can certainly scale your support efforts and solve a lot of the core problems / answer a lot of the questions. But commuting is an everyday, twice-a-day activity and having a place to go for questions and needs is natural.