Case Study: Uber scales global customer support with Zendesk Support

Uber chose Zendesk Support to scale its customer service

Uber chose Zendesk Support to scale customer service as it expanded rapidly from city-by-city operations into a global business. As Uber launched new products and entered more than 450 cities in 76 countries, its support needs became more complex, requiring a centralized, multi-lingual, multi-tiered, multi-channel organization.

Zendesk Support and Zendesk Chat helped Uber deploy support quickly for new markets, onboard drivers, and handle live chat across regions. Uber’s chat team now handles more than 30,000 chats per week in the U.S. alone and maintains a chat CSAT above 95%, while Zendesk’s real-time dashboard, automated routing, and role controls support the company’s scaling service model.

Uber

Michael Mizrahi

Community Operations