How Do I Talk To Uber Customer Service

Very few companies have seen the kind of success that turns their proper name into a verb. There'southward Google, of course, and in that location'southward Uber.

Since its founding in 2009, Uber has managed to transform transportation and offering all of us safe, affordable rides at the push of a button. Uber now operates in more 450 cities and 76 countries, connecting people with other people, utilizing a locale's resources—good drivers, car owners—to serve a community's transportation needs.

Behind the wheel, and then to speak, is a complex support ecosystem that keeps the rider and driver experience running smoothly every bit the visitor grows. Uber has expanded rapidly around the globe to more than 450 cities, and launched additional products like UberEATS, UberRUSH, and Uber for Concern. Uber'south operations are complex and highly client facing, which has required abiding flexibility to adjust to customer needs.

To serve riders and driver-partners, Uber chose Zendesk Back up from the very showtime, at a time when customer service was handled by each individual metropolis team. As an agile, cloud-based tool, Zendesk Support was piece of cake to deploy for teams every bit new cities launched.

"Uber's journey with Zendesk began as we signed up off-the-shelf back in 2010—it scaled with us through millions of trips and support contacts per calendar week," said Michael York, Production Manager for Uber's Client Obsession team, which handles all externally-facing back up for riders, drivers, and now, eaters.

In fact, years ago, both York and his colleague Michael Mizrahi, of the Community Operations squad, worked in Zendesk Back up as agents—York from Los Angeles and Mizrahi from New York. They experienced starting time-hand the ease with which new agents and cities could get upward to speed, and how the tool was able to keep pace with the visitor'south exponential growth.

With growth comes change. Over the form of two to three years, Uber's support team grew from a couple dozen city squad members handling support to more than than 1,000 dedicated agents, and the fourth dimension came for the company to centralize customer service into a unmarried, global, multi-lingual, multi-tiered, multi-channel organization.

While almost of Uber's support volume comes through the Uber app today, the company began to experiment with other support channels over the years. Ashley Bradford, Global Chat Back up Program Manager at Uber, was on the Boston team in 2014 when they selected Zendesk Conversation and began running pilots, supporting about 100 interactions the first week.

Bradford now oversees Uber's expanding utilize of live chat for new driver onboarding and UberEATS. Conversation support agents number in the thousands and handle more than 30,000 chats per week in the U.South. alone. They left the 10 million chat milestone in the dust some time ago.

"Chat is corking for onboarding new drivers, empowering agents to answer many questions in one interaction," Bradford said. "It's really fast."

Every bit function of onboarding, new drivers are prompted to upload a series of documents and create their driver profile, and then Uber surfaces the Zendesk Chat widget to allow drivers to ask questions every bit they get. This is offered in addition to the hundreds of physical locations where drivers can stop in for in-person back up.

"UberEATS is likewise an interesting use instance for chat," Bradford went on, "because we're connecting three parties—'eaters' with restaurants, and then couriers handling the delivery. Nosotros use live chat primarily with eaters to ensure their feel is seamless."

What feels like a seamless experience to the eater is, from the agent side, a complex case oft requiring back-and-forth communication with the restaurant. Similarly, couriers might chat dorsum and forth with an agent to analyze an eater's location. That'due south why Zendesk Chat's real-fourth dimension dashboard is especially valuable. "As agents handle more difficult interactions," Bradford explained, "managers tin can wait at the monitoring history and make decisions based on volume and CSAT. That real-fourth dimension insight is useful. Information technology's also mesmerizing to lookout man chats come in and be served to agents."

As i might look, Bradford'south standards for chat support are very high. Her teams strive to maintain a CSAT above 95 percent, 100 per centum of the fourth dimension. "It's fascinating because teams effectually the earth are particularly interested in experimenting and live conversation is e'er something they gravitate towards," she said. "You can fix Zendesk Conversation quickly and use it to test the user experience. All you really need is a strong Internet connectedness." In France, for example, a team has been using chat proactively to attain out to users who linger on certain web pages. In other cases, teams accept called to offering live chat on a help eye, or to offer conversation mail service-sign in, so that the option to chat appears at a particular point in a web catamenia.

"I've been lucky to detect partners inside our Ops system who can own and drive chat in their regions," Bradford shared. "I give guidance on how Zendesk Chat works and tailor their instance based on regional needs. The balance of the oversight really comes from the tool itself. Chat makes it like shooting fish in a barrel to take a highly-curated feel on a small scale, but in larger instances, features similar automated routing and customized roles and permissions, aid us to mitigate risk and scale in a more than strategic way. Nosotros can give admission to parts of Chat to ensure that the agent experience is seamless and not distracted by features outside of the necessary workflow."

To make the almost of the various ways Uber has used Support and Chat over time, including tracking requests for internal teams, or being a go-to tool when they demand the agility to chop-chop launch a new market, Uber partners with the Zendesk Customer Success team.

"Our relationship with Zendesk has been nifty," Bradford said. "I've met with product managers from across Zendesk Conversation—some from the U.S., some from Singapore—to talk near what an enterprise-level chat solution should look like for u.s.a.. Those conversations take been so valuable considering we've been able to share where nosotros call up we can unlock growth. Together nosotros've shaped some features that are core to our operations."

How Do I Talk To Uber Customer Service,

Source: https://www.zendesk.com/customer/uber/

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