Taxi hailing company Uber has introduced a 24-hour telephone support service on its app following increased demand from its Kenyan users.
Previously, they had to rely on the US firm’s in-app messaging service for assistance or were forced to visit the Uber website for help.
“Our new 24/7 phone line is the latest in a series of improvements we’re making for both riders and drivers. This follows the new app we’ve introduced for drivers, in-app emergency button as well as Injury Protection cover in the event of an accident On-Trip,” said Alon Lits, General Manager for Uber Sub-Saharan Africa.
To call, users simply need to tap ‘Help’ in the main menu of the Uber app and select the ‘Call’ option to be connected to Uber’s support team.
However, according to a statement by the app company, Uber stated that in an emergency, users should still call the local emergency line (999 112 911) or use the Uber in-app emergency button which connects to Uber’s third-party security providers.
The lack of a human voice assist has been a grievance for passengers and drivers using the application. Users had to rely on sending lengthy messages through the system awaiting a response.
This comes days after Uber announced the launch of uberBODA in Nairobi that will allow riders to hail a Boda-Boda motorcycle using the Uber app.
uberBODA driver-partners will be required to attend a screening process and an information session which will include education on the Uber app as well as road safety tips.
To request a ride with uberBODA, passenger simply need to open the Uber app and select uberBODA. uberBODA has a base fare of Sh55, minimum fare of Sh60 and Sh14 per KM.
Passengers can access uberBODA in all neighbourhoods of Nairobi except the CBD.