Uber is Making Customer Service More Efficient. Should Other Companies Be Doing the Same?

The customer service industry is changing for the better. Emailing is about to become a thing of the past, in light of Uber’s announcement (or at least for Uber users).  Uber recently announced that it will be shifting from email to an in-app messaging service for all customer service related issues.


Why is Uber opting for change?

The ride-hailing industry leader stated that “Six years ago when we first got started, all of Uber’s customer support was done via email, at [email protected], and handled by our local city teams. That was fine when we were smaller. But as we grew — there are now millions of trips taken every day across 69 countries”. The company further explained that it wasn’t able to communicate the mistakes that were being made, and often had a lot of duplicate work.

Uber takes a jab at email explaining that it “not only puts a lot of the work on you, the customer, it also doesn’t work in countries like China and India, where people increasingly don’t have email addresses”.

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What is the solution?

It seems as though Uber has found a better solution to its customer service issues. If you want to check your passenger rating, submit a complaint about your driver, or make any other inquiry, you can simply tap “Help” and all the information you need is right there in front of you.

“Ultimately, our goal is to create a product that’s so great you never need to contact customer service,” Uber announced, however “In the meantime, we’re doubling down on our technology so that when you need to get in touch, it’s as quick and easy as getting a ride.”

The Uber team hopes that the app’s new update will lead to quicker response time and less of a headache for both you and them.


Will others follow suit?

Uber isn’t the first mobile application to offer in-app customer service, and I don’t think they will be the last either. With the need for real-time service and the necessity of having everything in one place, we will likely see more companies in the service industry opt for in-app customer service instead of emails.



Amy Clark is the Lead Author & Editor of IWantItNow Blog. Amy established the Customer Engagement blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to customer service, support and engagement.