Dive Brief:

• Ride share company Uber said Wednesday that it is ditching [email protected]—the email address the company has used for six years to allow drivers or passengers to report issues or problems with the service.
• Uber said it will replace the email address with a new customer service feature that will live inside the Uber app.
• The app support will work better in areas that have limited email options and the company expects the change to both reduce response times and improve customer satisfaction.

Dive Insight:

So, is this the end for email? For Uber's service, yes. The company is changing its reporting process because it found that its email support doesn't always cut it. 

Uber said the in-app support will both make the process of reporting problems easier and more efficient as well as improve its ability to handle problems in areas like India where email doesn't work very well or has limited adoption, like India and Indonesia.

​The company has come under fire recently for its customer response operations, and for firing U.S.-based employees as it shifted its customer service operations to foreign countries.

Uber said it will phase out the email address over the next three weeks, starting in the U.S. before a global rollout of the in app feature.