Uber Technologies has launched a 24/7 phone support for its ride-hailing platform in South Africa and Kenya. Passengers and drivers in these countries can now tap ‘help’ in the menu of their Uber app to connect with a 24/7 support team.
Users can also contact a support team with the in-app messaging feature or visit help.uber.com for frequently asked questions, it said.
“Our new 24/7 phone support is the latest in a series of improvements we’re making for both riders and drivers,” said Alon Lits, GM for Uber Sub-Saharan Africa.
This follows Uber’s new app introduced for drivers, in-app emergency button and injury protection cover in case of accident during trip. Uber will always offer the best service, keeps listening to their riders and drivers as well as make changes based on their feedback.
The 24/7 service could be trace back to 2017 when TechCrunch noticed Uber testing new “Premium Support” features which they later confirmed.
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“We’re running two small support pilots. The first is beta testing a hotline available 24/7. The second is beta testing support from specially trained experts via our in-app support feature. Riders contact support through the app as they normally would, but receive faster, more personalized service.”
This feature is helpful especially when you are in a difficult situation where an email may not serve. Like a car accident, a drop off at a dangerous area, in the case of a driver threatening, and irresponsibly driving amongst other problems. There is also the instant text support which is very handy in this situation.
Uber however, still maintained that riders should call 10111 or use its in-app emergency button which connects to its third-party security providers.
Uber has earlier launched the 24/7 telephone support line for its users in Britain to meet the demands of regulators and also, launched a similar initiative in Ghana this month.