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Uber will launch a call centre in South Africa on Monday to provide phone support to passengers and drivers around the clock.
Uber's general manager Alon Lits said the decision was taken after receiving complaints from passengers frustrated by having to send their complaints or enquiries electronically.
He added that there is also a culture in SA that people want to speak directly to a company representative.
The ride hailing company in SA could previously be contacted by email on their website or a message option within the app.
Uber users will now be able to open "help" in the main menu of the app and select the "call" option to be connected to the call centre.
The e-hailing giant also has Greenlight Hubs in Johannesburg, Cape Town, Pretoria, Port Elizabeth and Durban where drivers can receive face-to-face support and submit their documents.
SA represents an important market for Uber with 679 000 passengers and 12 000 drivers, according to the company’s data.
The on-demand transport app is under pressure to improve safety and users’ experiences. The company launched the ‘trusted contacts’ option in October which allows passengers to share their trip with up to five contacts and customise their trip sharing preferences.
An in-app emergency button has also been designed to allow customers and drivers to connect to private security companies.
Uber in the US also offers a 24/7 call centre with a Spanish language option available
