Tuesday, October 28, 2014

Quickest driver support response time: Uber, Lyft and SideCar

As rideshare drivers, the most important aspect of performing ridesharing services is the support system. Whenever drivers experience any technical difficulties, conflict, fail to start a trip, and other problems, drivers rely on driver support to resolve such issues. Passengers depend on support to locate lost items, report ride issues, and resolve trip inaccuracies.

In recent time, Uber support has taken far too long to reply back and have even ignored issues. On the flip side, Lyft runs a seamless support system, but we can't say that about their poor Performance Review Team. SideCar maintains a fast support system; however, the sample size of contacting them is insufficient to rate their support response time. What are the quickest support times, when drivers must contact their ridesharing company? 

Uber hired on more support members to help drivers address issues. At one time, Uber took 2-3 days to reply back to driver issues that required a quicker response time. This is the reason drivers return lost items on their own, rather than wait a few days for support to give them return instructions. Clients have requested direct phone lines to speak with Uber, but there are none available. 

Uber support has vastly improved, though recent time their response time is horrible. One driver reported that their important support ticket has gone unanswered for days, which is unprofessional. This issue required immediate support 3 days ago. It is a hit or miss with Uber support. At times, Uber responds lighting fast on technical issues and on lost items. Unfortunately, Uber is slow on dealing with conflict issues involving their clients.   

How can a company be worth billions of dollars if drivers and clients are unable to talk with a physical voice? It doesn't make sense. Not all drivers can visit Uber headquarters, at specific times, to talk with a live person. Uber must launch a support system using phone numbers and text messages.  

When an UberX driver contacted support to adjust a fare due to technical difficulty, a support member lectured this driver on inefficient routes and refused to adjust the fare to accommodate distance and time driven. If this Uber support member reviewed this issue correctly, then she would know that closed roads and construction delay trips. The client requested to navigate this driver. She knew the best route to reach her destination. As drivers know, the client is always right. 

Why would an Uber support member take it upon herself to disrespect one of their valuable drivers? 
Overall, Uber's Support Team receives a C- in response time. They don't address all issues, take too long to answer emails and ignore some emails. There is no phone number to speak with an Uber support member. For clients who lose their phones, they must rely on drivers and/or send an email. 

Lyft's Support Team are fast and helpful. Drivers can contact Lyft via text message, leave feedback on the phone, and send emails support questions. Whenever any items are lost, Lyft is readily available via text message. 

Passengers who report lost items to Lyft support are connected with their drivers at that moment. They can call support, leave an email, and/or communicate via text message. The response time for support issues are quick and efficient; there are no delays. Drivers can expect to receive a response within a few hours. Passengers can locate their drivers about lost items. All issues are addressed, which is comforting for drivers. 

Lyft support team receives an A- on driver and passenger issues. 

SideCar is a reliable ridesharing company with a great ride app and a reliable support team. If drivers request support, they can a response within a day. SideCar has a Help Desk and Call Support prompts in their app. In the SideCar passenger app, riders can call SideCar and/or send an e-mail. 

Most of the time, there are no issues to report with SideCar. No rides are started late because a driver won't receive directions unless they start the app. No sloppy drunks. No rider vomiting issues. Rarely any conflict. If any driver and passenger issues arrive, you can expect SideCar to respond fast and act accordingly. 

SideCar support team receives an A on their support response time and in dealing with issues.  

There you have it. Uber support is average, but could get better. Lyft has a great support team that is seamless. SideCar has the best support team, though a higher sample size could adjust this score.