UX Design • Prototyping

Increasing chat adoption— Uber for Business

As the lead designer for this project, I was tasked with increasing user adoption of chat as a form of support for Uber for Business, a b2b platform. Our goal was to make user support more accessible and streamlined, reduce the burden on customer support teams, and increase overall user satisfaction.

We implemented a chat bubble with automated workflows, triaging to human support, and an AI assistant.

Context

We know that time-consuming and ineffective support can lead to churn for both enterprise and small to medium-sized (SMB) accounts

Problem

Users struggled to find timely and effective help, leading to frustration and potential churn. The existing chat support was underutilized due to its inability to handle complex issues, putting added strain on customer support teams and lowering user satisfaction.

Opportunity

Solution

By optimizing the support experience through a more robust and intuitive chat system, there is an opportunity to increase user adoption, enhance the user experience, and reduce the time spent on resolving support inquiries.

We implemented a chat bubble with automated workflows, AI assistance, and a triage system that escalates complex issues to human support. Users were also given the ability to upload files, much like in email, allowing for more comprehensive communication and quicker issue resolution. This solution ensured that users received timely, context-sensitive help while allowing customer support teams to focus on more intricate problems. The improvements aimed to enhance accessibility, reduce response times, and increase overall user satisfaction with the platform.

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