Can you hear me now? Good! A big part of our job at Uber is listening to feedback from drivers across the country. The one thing they’ve requested most often is a way to be able to reach Uber customer support by phone when they need help. Well drivers, we’ve heard you loud and clear. Today, we’re piloting in-app phone support for drivers in the Bay Area.
Bay Area drivers in the pilot will have the option of calling us directly from their app during business hours Monday through Friday. There is no need to memorize a number. Whether drivers have a question about a payment or want to report a bug in the app, they can head to their ACCOUNT page and tap HELP to speak to an Uber representative.
We recently rolled out technology to get support right from the app. Whether you are a driver or a rider, just tap “Help” and all the information you need is right there. We’ve already seen response times go down and customer satisfaction rates go up. As we develop our in-app support technology, we want to make sure that getting in touch with us is as quick and easy as getting a ride.
Over the last couple of years we have also been investing in a global network of customer support centers for drivers. In fact, we have outgrown our first in-person Partner Support Center in San Francisco–expanding our footprint to serve more than 500 drivers daily—and have replicated this in-person customer support in over 100 cities globally.
We’ll be monitoring this pilot program closely and look forward to trying new ways to improve the driving experience.