How Uber achieves industry-leading SLA and response times

That’s when its marketing team implemented Sprinklr Social to publish brand content from hundreds of global social handles across multiple continents. In 2018, as Uber saw exponential growth around the world, it added 600 more seats for community managers to handle the growing volume of customer inquiries. That same year, Uber added Sprinklr Insights, so that a new rapid-response care team could proactively listen for critical safety concerns across the digital and social channels where its customers might speak up. It also implemented an advanced rule engine design to listen to online conversations, detect high-priority issues, and instantly route them to the right person for resolution.

When John Marston took over Global Social Media Care for Uber in April 2020, he put an even sharper focus on customer service and safety. Marston expanded Uber’s use of Sprinklr AI to further scale his team’s ability to triage and respond to the company’s now massive volume of inbound customer service requests.

In October 2021, Uber launched Sprinklr Service, ramping up to more than 1,000 agents around the globe with the goal of providing immediate, proactive customer service, at scale, and with a human touch. Sprinklr AI identifies the most important of the roughly four million inbound messages Uber receives each year across Facebook, X, formerly Twitter, and Instagram. Today, Uber is in the process of implementing Advocacy, which enables employees to choose from a curated library of approved content to share relevant, on-brand posts from their own social media accounts. Scaling brand messaging organically through employees’ personal social channels not only increases reach and customer trust but also helps Uber to enhance its position as an employer-of-choice in a highly competitive recruiting environment.