Case Study: Instacart handles over 175K tickets per month with Zendesk Guide

Instacart - Customer Case Study

Instacart, the same-day grocery delivery service based in San Francisco, needed a support system that could handle both customers and personal shoppers while keeping the two groups separate. The company also wanted a tool that could connect support agents with rich customer data and work with its internal tools, so it chose Zendesk Support and Guide.

With Zendesk Support, Instacart brought contact details, order history, coupon and credit balances, and shopper status into the ticket view, which helped route requests and reduced the need to switch between systems. The team also used custom fields, tagging, apps, and integrations to support HR, Payroll, and IT, and it now handles over 175K tickets per month with a 90% satisfaction rating.

Instacart

Jeremy Flanagan

Customer Ops Project Lead of Tools