Uber Relocates Help Desk From Email To In-App

Posted: Mar 31 2016, 7:07am CDT | by , in News | Cars & Vehicles

Uber Relocates Help Desk From Email to In-App
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  • Uber all set to update in-app feature around the world

Uber car service has been given a green signal to replace its previous customer service with a new app feature that allows customers to contact drivers quickly and to resolve issues easily.

Uber is supplanting its support@uber.com service with a new customer service in-app feature. The on-demand private car service will not be offering support through conventional electronic means that it has used for a long time.

The email service was used by travelers and drivers to report everything from lost bags to fear of assault but now clients will be able to report specifically through a new app feature.

The company’s spokesperson said that eliminating email from customer support will not happen instantly. Uber will phase out the email address first in the US, and then all around the world. A new customer service feature introduced by the company can be found within the app itself.

The company says by moving customer support from email to the app, customer service has already increased 10 percent since it began revealing the new in-app feature.

According to TechCrunch, Uber claims that with the in-app system reports resolving percentage have increased because of the fact that now issues are easily routed.

The goal of this new in-app feature is to provide as much automation as possible so a rider can take care of issues and solve problems as quickly as possible.

The new in-app customer support system has a supportive menu of twelve categories such as "I lost an item" or "I had an issue with my driver." The new feature brings a rider to a 12 menu category.

Selecting a category brings up another list of categories to choose from. However, it's not clear what riders and drivers are intended to do if the issue they wish to report falls outside Uber's pre-assembled list.

The new in-app feature also permits riders to contact the driver directly. In a previous customer service version, a customer needed to email the Uber support office in order to report an issue regarding inefficiency.

In a new feature, the customer just needs to enter his phone number and in a second he can associate with his last driver. Uber’s spokesperson said that the telephone numbers of both sides are adjusted so nobody will ever see their genuine number.

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