Boosting Customer Experience Capabilities @ Uber
Company
Uber Technologies, Inc. provides ride-hailing services, food delivery, and freight transport. It is headquartered in San Francisco and operates in approximately 70 countries and 10,000 cities around the world. The company was founded in 2009.
Problem to Solve
At Uber, the Community Operations department played a pivotal role in supporting tens of thousands of customers and partners globally, ensuring seamless and safe experiences for customers, driver-partners, and deliver partners. This multifaceted department, encompassing customer and partner-facing roles and comprising several thousands of employees (internal and external), operated across diverse channels such as chat, email, in-app, and in-person, involving both internal teams and external providers (BPOs).
The challenge was to maintain a consistently high-quality customer experience at scale, establishing and upholding stringent standards across the expansive support network. Our goal was to equip our teams with the requisite skills to consistently deliver outstanding support, irrespective of the communication channel used by customers and partners. In doing so, we aimed to set industry benchmarks for the highest level of customer experience.
Setting high-quality customer experience standards was not just a goal but a strategic imperative for Uber's Community Operations. By defining and upholding these standards across a diverse support network, we aimed to foster customer loyalty, enhance brand reputation, and differentiate ourselves in a competitive market, ultimately driving long-term business success.