统一支持内容以实现更有同情心和个性化的客户支持体验

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

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.

内容质量对于Uber的客户所经历的支持至关重要。考虑到一个为取消一个非常延迟的订单而伸出援手的食客。同样的解决方案，如退还费用，可以与一个听起来像机器人的信息一起传递，也可以在回复的风格和语气中传达出真正的同情，并承认用户在我们平台上的糟糕体验。

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.

作为支持体验的自然表达，以及品牌承诺的承载者，支持内容影响着人们的感受，并在人们对Uber品牌的认知中发挥着重要作用。此外，支持内容还扮演着教育用户有关产品行为和我们政策的角色，同时促使他们采取行动。最后，支持内容（如知识库文章）还起到了转移常见问题和减少我们的代理处理的联系数量的作用。简而言之，支持内容是心怀不满的客户首先看到的，因此，这些内容必须能够安抚和舒缓客户，同时解决核心问题，将客户的愤怒转化为客户的喜悦。

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.

Uber的客户服务平台目前支持不同业务垂直领域的内容，包括Uber Mobility（骑手、司机）、Uber Delivery（食客、快递员和商家）、Uber For Business（组织和雇员）、Uber Freight（承运人、发货人）等。

Different types of support content used within our platform include:

我们平台内使用的不同类型的支持内容包括。

Help Articles (also commonly called as FAQs or Knowledge Base articles)
帮助文章（通常也被称为常见问题或知识库文章）。
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