In the fall of 2018, Uber announced a proprietary in-app communications solution that allows riders and drivers to communicate directly through the app via VoIP. As data is typically less expensive than a cellular connection, particularly when traveling internationally, users can save money by placing a VoIP call within the app instead of a traditional cellular call.
A smooth and safe pick up is key to Uber’s value proposition, so they developed a way for users to maintain a user’s privacy while ensuring voice and text communication are available within the app. Uber solved a specific communications problem of theirs with large-scale development costing millions of dollars. They were able to protect their bottom line, improve the customer experience, and continue to grow globally through their in-app communications initiative.
But, what if you are a company that wants to improve customer communications and don’t have the spending power of Uber? Is there anything you can do?