Uber gives top riders a 24/7 “Premium Support” hotline


If one thing frightening or infuriating occurs together with your Uber, sending an e mail to enhance doesn’t all the time reduce it. And in case you’ve ridden 1000’s of miles with Uber and paid them boatloads through the years, you may be expecting higher carrier. You’re all the time simply a few faucets clear of switching to Lyft, proper?

This week, TechCrunch noticed Uber trying out new “Premium Support” options that the corporate then showed to us. Uber tells TechCrunch “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.”

Uber tells me that for now, those are simplest to be had to “​a portion of our most frequent riders”, however wouldn’t say if there’s a miles or dollars-spent threshold. I were given an e mail pronouncing “You’ve earned Premium Support . . . as a thank you for riding 10,633 miles with Uber, we’re giving you pilot access to Premium Support — a dedicated hotline of experts available 24/7 if anything pops up. Fast, friendly support is just a phone call away” adopted through the quantity.

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The ones with get admission to can in finding a shortcut to the telephone quantity or enhance professionals within the Uber app’s lend a hand menu.

The hotline characteristic may well be particularly useful in case you’re recently in a problematic scenario the place even a swift e mail reaction gained’t suffice, like in case you’ve been in a automotive coincidence or wrongly dropped off in a bad community. Textual content-based immediate enhance may well be helpful if there’s a drawback together with your motive force and also you don’t wish to say so aloud at the telephone. As an example, in case your motive force is inappropriately hitting on you, threatening you, navigating recklessly, turns out innebriated, or is other than the driving force who was once meant to pick out you up.

The rush aligns with Uber’s interior tradition overhaul (“We do the right thing. Period.”), and 180 days of trade initiative to reinforce the driving force revel in. That integrated a 24/7 telephone enhance line for drivers, which Uber now tells me has been “very successful”.

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Confidently someday Uber can get to the purpose that every one riders have get admission to to a emergency hotline. However within the interim, Top rate Give a boost to makes sense industry.

Top Uber riders cling a large lifetime worth to the corporate, with some paying 1000’s in step with yr for transportation. One dangerous revel in may completely push them to considered one of Uber’s many competition. It’s great when Uber sends you refunds after the truth, however feeling heard can pass a lengthy option to fostering religion in a startup you believe your lifestyles to. And with all of Uber’s scandals off and on the street, it must paintings more difficult than ever to construct that believe.