Analytics Made Easy - StatCounter

As Uber grows at scale, addressing various support issues for riders and drivers quickly and with as little friction possible is foundational to their ability to create more magical experiences for their users. Throughout the years, Uber has been dedicated to improving this element of the Uber experience by developing various support channels ensuring a more seamless experience.

Whether riders have a trip related query, left an item in the vehicle or have questions about a receipt that looks wrong or an odd trip route, riders can access  the following 24/7 customer support channels directly through the app:

24/7 phone line: Riders have a dedicated phone support line, 24 hours a day, seven days a week. To call, Uber users need to simply tap ‘Help’ in the main menu of the Uber app and select the ‘Call’ option to be connected to Uber’s 24/7 support team. The phone line is a toll-free and riders will not be charged for this.

IRT Call-back line: The call-back line provides riders with 24/7 access to speak to Uber’s Global Incident Response Team (IRT).  With the IRT call-back line, riders have the ability to submit a ticket for a critical safety incident or accident through the app, including their contact number and a short description of the event.  The rider will then receive a call-back within a couple of minutes from Uber’s Global Incident Response Team.

Riders can access the IRT call back line by tapping help followed by, “I had a safety-related issue”, they can then submit their details and a short description. The rider will receive a call-back within a few minutes.

In-app help:  This tool is designed to help riders get a prompt response to their queries in the shortest time possible. Riders need to navigate to the “Help’’ section on the app, which helps riders to communicate any concerns they might have during a trip and get an instant response. All riders support Messages will be available in the app when they log a query with Uber, so they can review any previous issues and the messages they received from Uber’s team.

After every ride, riders and drivers are asked and encouraged to rate their driver and provide feedback. Feedback is one way Uber can learn potential issues and Uber’s safety team reviews this information and investigates any issues to ensure it gets handled efficiently.