#Uber customer service number drivers#
#Uber customer service number driver#

To that end, Holt has been leading the effort to ensure that this typically final touchpoint between drivers and the company is run properly and is prioritized. The company admits that the customer support infrastructure became too separate from its overall operations. Sources previously told me that incidents would fall through the cracks as a result of the importance placed on quickly answering complaints as opposed to sufficiently answering them. and other countries.īut as the customer support operation was outsourced and systems were put in place to increase efficiency, riders and drivers were often left wanting. Simultaneously, Uber began hiring full-time workers to work out of what it calls Centers of Excellence, which are scattered throughout the U.S. So Uber began hiring remote contractors, eventually outsourcing a portion of that work to places like the Philippines and India. But as the company scaled, Uber had to find a more efficient way to respond to both run-of-the-mill issues as well as more serious incidents. In the early days, Uber’s customer support operations were largely manned by city teams.

Customer support was one of the first phases because it’s among the few touchpoints a customer - on the supply or demand side - has with Uber. The “chapters” of this 180 Days of Change are being rolled out in order of priority. The company believes that improving the overall driving experience, in addition to providing drivers more value for their time, could also be a more enduring means of attracting them away from other platforms. While part of the goal is to retain the drivers the company has today, Uber is also focusing on finding creative ways to tap into new pools of people who may not have considered driving before.

#Uber customer service number driver#

In fact, Rachel Holt, the company’s head of the U.S and Canada business who has also been driving for Uber from time to time, has been primarily focused on fixing the driver support issues and creating a better value proposition for drivers as a whole. Internally, employees are more encouraged to drive for Uber - to get a better idea of product issues or necessary fixes. But the focus here is largely centered on alleviating driver issues. So, Uber is in the midst of overhauling its image in the hope of regaining the trust of its riders and drivers. Leading up to his forced resignation, a video of Kalanick berating an Uber driver surfaced - heightening the already brewing tension between Uber corporate and the independent contractors providing its service. The company, last valued at $69 billion, began what it’s calling its 180 Days of Change after months of public scandal which ultimately culminated in the ouster of CEO Travis Kalanick.

Over the next few months, the company will also start paying drivers for returning lost items to riders and providing around-the-clock phone support as well as the ability to schedule in-person appointments at driver support centers called Greenlight hubs through the app. Now, the company will simply reduce the rider’s fare while paying the driver the same amount, since it’s something that’s out of the driver’s control.Īs of today, drivers can also expect three new policy changes: A quicker review of licenses and other documents when registering to drive, protection of their ratings against things they can’t control like being given wrong directions by the in-app navigation, and the ability to adjust fares for trips through the app. In the past, if a rider was charged extra, for instance, because a driver needed to take a longer route to avoid things like construction or traffic, the fare for both the driver and rider would be reduced. The company says the polices are now “driver friendly,” according to an email the company sent on Tuesday. To rectify that, Uber has overhauled the more than 100 policies the company’s support agents use to respond to driver concerns and is rolling out a number of new driver support features. This time, the company is focusing on its driver support system - which the company concedes was built to get bigger, not efficiently respond to drivers’ issues. It has been on a campaign to retain its drivers and recruit new ones, and last month, the company started by rolling out an in-app tipping feature in addition to things like paying drivers for the time they wait for passengers after two minutes. Uber wants to respond better to drivers’ complaints.