Case Study: Instacart achieves faster in-app support and reduced repeat contacts with UJET

Instacart offers in-app support on a global scale with UJET

Instacart, the rapid grocery-delivery platform that connects consumers with 100,000+ Shoppers across 4,000+ cities, needed a scalable, mobile-first support experience to keep orders flowing and Shoppers productive. To provide consistent, brand-aligned in-app support for both Shoppers and end customers, Instacart partnered with UJET and adopted UJET’s cloud-native customer support platform and mobile SDK to bring voice and chat directly into the Instacart Shopper app.

Instacart integrated UJET’s SDK, enabling in-app voice and chat, intelligent IVR routing, CRM dips and consolidated reporting (Zendesk/Looker integrations) to pre-populate agent context and optimize queues. With UJET, Instacart saw measurable gains: SLA improvement of +18% for in‑app voice and +23% for in‑app chat, a 30% reduction in in‑app resolution/handle times, a 13% load reduction on the voice channel, and repeat-contact drops of 5.6% (voice) and 4.6% (chat).

Instacart

Kevin Henrikson

Vice President of Engineering