Uber drivers often complain that it’s hard to reach someone at the company. Starting Tuesday, the hotline will supplement Uber’s other means of support: in-app research, in-app messaging, emails and driver support centers. “We’re experimenting with different channels of support that can keep drivers on the road and solve issues as quickly and efficiently as possible,” said Michael Mizrahi, Uber’s global lead for community operations. The same customer-service representatives who currently field emails and app queries from drivers will respond to phone calls. For passengers, it’s running a trial in 22 cities that gives them phone contact with a dispatcher for critical situations like accidents — although it stresses that calling 911 should always come first. In March it expanded in-app support -including both messaging and self-service options, such as FAQs, for both passengers and riders. Besides the phone trial now starting in the Bay Area, drivers have several ways to reach Uber: In-person “partner support centers,” listed at help.uber.com, provide live help to drivers.
