Was it necessary for Uber to remove its email support?
File illustration picture showing the logo of car-sharing service app Uber on a smartphone next to the picture of an official German taxi sign in Frankfurt, September 15, 2014. A Frankfurt court earlier this month instituted a temporary injunction against Uber from offering car-sharing services across Germany. San Francisco-based Uber, which allows users to summon taxi-like services on their smartphones, offers two main services, Uber, its classic low-cost, limousine pick-up service, and Uberpop, a newer ride-sharing service, which connects private drivers to passengers - an established practice in Germany that nonetheless operates in a legal grey area of rules governing commercial transportation. REUTERS/Kai Pfaffenbach/Files (GERMANY - Tags: BUSINESS EMPLOYMENT CRIME LAW TRANSPORT)
Uber announced the change earlier this year but only officially removed its [email protected] email address last month.
So if you try sending them an email now, you’ll be directed to the “Help” section in the Uber app or help.uber.com.
If you’re on your computer, you actually have to log in to your Uber account or sign up for one if you don’t have one.
We know how cumbersome it is to go through all these just to get help. And it’s not like we don’t have enough accounts online.
Anyway, we’ve tried it and hey, we’re a little impressed by the new approach!
Need a refund?
Your driver missed a turn and drove all the way to Punggol before making a yuge U-turn to Pasir Ris, adding another 10 mins to your travelling time and increasing your total fare to $12 instead of $7?
No problem. No need to type grandmother story and email to Uber anymore.
Go to help.uber.com. Under “Trip and Fare Review”, choose the affected trip, select “My driver took a poor route” and choose the closest reason. Four simple buttons and you’re done.
Don’t even bother worrying about whether Uber knows the original fare that you’re supposed to be paying or how long the trip was supposed to be. Because before you know it, Uber will notify you on mobile that they have resolved your issue.
Based on our experience, Uber took less than five minutes to resolve the issue.
You’ll also receive an email from Uber that says they’ve adjusted your fare and the difference should appear in your payment account within 1-3 business days.
What else you need to know about your Uber account
Want to know how many trips you’ve taken since the first day you tried Uber?
Just look under “My trips” and keep clicking on the “next page” icon until you can’t click anymore.
Look at URL bar. It will tell you how many pages you have. Each page will list 10 trips so just multiply accordingly.
We know of someone who had 88 pages (880 trips) over the last three years! Assuming each trip costs you $20 on average, you would have spent $17,600!
why did uber Digitalise its customer support?
With millions of trips taken every day across 69 countries, they had to find a way to make work more productive for their tech support team.
According to Uber, there was a lot of duplicate work and the individual city teams could not learn from each other.
It was also time-consuming for customers to craft emails. You might be surprised to know that in countries like China and India, people increasingly don’t have email addresses.
Result of removing the email support and digitalizing its customer support? “Response times are down and customer satisfaction has gone up by over 10 percent.”
Uber’s goal is to create a product that’s so great you never need to contact customer service.
For us, we were so pleased with the efficient system that we replied to Uber’s email notification and thanked them for the excellent customer service.
It’s not a bad thing if they decide not to respond. It goes to show that they’re serious about uberizing their customer support!
Meanwhile, on Stomp Singapore, an Uber rider named Kelly fell and sustained injuries after her driver moved off while she was still alighting from the vehicle. She was carrying her three-year-old daughter in her arms when it happened.
It was reported that she informed Uber Singapore via email – we certainly hope Uber responds to her. But in case they don’t reply in time, maybe she should provide details of the accident under the “I was involved in an accident” tab on help.uber.com.