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Uber wants to offer help entirely within its app

You won't have to send email when your ride goes awry.

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Uber's ridesharing service is good when it works, but getting help for it can be a mess -- just ask anyone who has botched a payment or tried to get a refund. Thankfully, though, the company isn't deaf to your complaints. It's moving all of its customer support into the app, sparing you from firing off an email and the occasional back-and-forth while the help team tries to clarify the problem. The new, messaging-focused approach should save time by eliminating a lot of the guesswork. In test runs, Uber says more customers have been getting solutions within the first response.

The fresh approach is only in testing in a few parts of the US (including New York City) at the moment. However, Uber has much bigger plans: it'll eventually replace email support worldwide. When that happens, the company will automate both some common solutions (such as refunding the cancellation fee) and connecting you to the right representative when a human is necessary. Ideally, this saves headaches on both sides and makes sure that a rough trip isn't so bad that you give up on Uber entirely.

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