Unifying Support Content to Enable More Empathetic and Personalized Customer Support Experiences

Unifying Support Content to Enable More Empathetic and Personalized Customer Support Experiences

摘要

Content quality is critical to the support experienced by Uber’s customers. Consider an Eater who reached out for help to cancel a very delayed order. The same resolution, such as refunding the charge, can be delivered alongside a robotic-sounding message, or one where the style and tone of the response conveys true empathy and acknowledges the user’s poor experience on our platform.

As the natural expression of the support experience, and a bearer of brand promise, support content affects how people feel, and plays a major part in how they perceive the Uber brand. In addition, support content plays the role of educating users about the product behavior and about our policies while moving them to action. Finally, support content (such as knowledge base articles) also serves to deflect commonly asked questions and reduce the number of contacts handled by our agents. In short, support content is what a disgruntled customer first sees, and hence it is imperative that this content can placate and soothe the customer, whilst also resolving the core issue, transforming customer ire into customer delight.

Uber’s Customer Care platform currently supports content across different business verticals including Uber Mobility (Rider, Driver), Uber Delivery (Eater, Courier, and Merchants), Uber For Business (Organizations and Employees), Uber Freight (Carrier, Shipper), etc.