Automated Replies

UX WRITING Uber Technologies  3-4 weeks  Global mobility platform with market presence in ridesharing, food delivery, freight transportation, and more.   This SaaS company brought in Steyer to assess and refresh customer-facing support messaging content. The client had a clear high-level vision but had never outsourced this type of content before. All copy had to be on-brand, accurate, adhere to best practices for customer support, and meet the company’s legal and compliance standards. They also needed support establishing the tone and voice of this content. Success with this engagement required a near-perfect mind-meld with Uber’s support, legal, compliance, and branding teams.   To meet these needs, we: 
  • Sought tone & voice alignment early by proposing three different voices—Casual, Friendly, and Business Casual—and providing examples of each for a selection of use cases, resulting in a shared vocabulary that generated quick alignment with Uber, accelerated delivery, and minimization of revision cycles 
  • Created over 85 different automated responses with cohesive voice that adhered to all stakeholder requirements, balancing legal/compliance concerns with branding needs 
  • Built trust with clients new to outsourcing by listening closely, providing a project roadmap, and sharing drafts early and often  
  • Identified opportunities to optimize processes resulting in delivering the full project ahead of schedule and at a lower cost, allowing Uber’s FTEs to remain focused on broader strategy goals 
  • Managed full project execution, including coaching client on project flow, workback schedule, delivery cadence, and review process 
Uber’s satisfaction with the work and experience led to additional partnerships with Steyer to complete similar projects. 
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Testimonials