Uber introduces ‘In-App’ chat for drivers and riders

Uber Kenya has introduced the ‘In-App’ chat feature that allows drivers and riders to communicate on the platform free of charge.

Previously, riders and drivers on the taxi hailing application could only communicate by SMS or calls.

The development will reduce communication costs for both riders and drivers and quicken their interaction as they will not have to leave the application.

“This is our first step towards leveraging real-time-messaging to enable seamless communication experiences for our customers and help them connect in both the digital and physical worlds,” said Uber’s East Africa general manager Loic Amado.

He noted the company’s continued efforts to enhance riders and drivers’ experiences.

Read: Uber new rules ban under 18s from having accounts

With the new feature, when a rider makes a booking, a contact button appears in the pull-up menu at the bottom of the screen.

Riders or drivers can then initiate chats for which the ‘read’ notification is available.

Drivers can also acknowledge receipt of a message with one tap on app to send a ‘thumbs up’.

“Every great ride starts with the pick-up so we’re always thinking about ways to make the experience as friction-less as possible for riders and drivers alike,” Amado said.

He noted the In-App will also help riders and drivers to coordinate and alert each other on matters such as road closures or provide information on their exact locations.

The app has retained the call option.

Read: Uber to charge Sh300 minimum fare, Sh42/km starting Thursday

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