Uber Revamps Driver Support System

In an attempt to retain its drivers and recruit new ones, Uber is revamping its driver support system.

According to news from Recode, the move comes after the company has received a slew of bad press, which included a video of then-CEO Travis Kalanick berating an Uber driver.

The company has already rolled out an in-app tipping feature, as well as paying drivers for the time they wait for passengers after two minutes.

Now, Uber has overhauled the more than 100 policies the company’s support agents use to respond to driver concerns and is rolling out a number of new support features that are more “driver friendly.”

In the past, if a rider were charged extra because a driver needed to take a longer route to avoid construction or traffic, the fare for both the driver and rider would be reduced. Now, the company will reduce the rider’s fare but still pay the driver the same amount, since it’s something that’s out of the driver’s control.

In addition, drivers can expect a quicker review of licenses and other documents when registering, protection of their ratings against things they can’t control and the ability to adjust fares for trips through the app.

And over the next few months, Uber will start paying drivers for returning lost items to riders, as well as provide around-the-clock phone support and the ability to schedule in-person appointments at driver support centers through the app.

Employees are actually encouraged to drive for Uber to get a better idea of product issues or necessary fixes. Even Rachel Holt, the company’s head of the U.S. and Canada business, has been driving from time to time. The company believes that improving the overall driving experience, in addition to providing drivers more value for their work, could be a more enduring way of attracting drivers away from other platforms.


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