Case Study: Uber achieves scalable global support and 95% CSAT with Zendesk Messaging

Uber + Zendesk Scaling through millions of trips since 2010

Uber is a global transportation and delivery platform that expanded rapidly to 450+ cities and dozens of products (rides, UberEATS, etc.), creating a complex, customer-facing operations challenge: scale from decentralized city teams to a centralized, multi-lingual, multi-channel support organization that could handle millions of trips and support contacts while keeping interactions fast and seamless for riders, drivers, and eaters.

Uber deployed Zendesk Support and Zendesk Chat as agile, cloud-based solutions that were easy to roll out with each new city. Live chat powers driver onboarding and UberEATS interactions, backed by automated routing, role controls and real-time dashboards; the result is thousands of agents handling 30K+ chats/week in the U.S., over 10M chats historically, sub-30-second first response targets, ~95% chat CSAT and consistent global support across 10+ languages.

Uber

Ashley Bradford

Global Chat Support Program Manager