Case Study: Uber achieves scalable global, multi-channel customer support and 95%+ CSAT with Zendesk

Uber + Zendesk Scaling through millions of trips since 2010

Uber, founded in 2009, now operates in 450+ cities across 76 countries and supports users in 10+ languages. Rapid global expansion and new products like UberEATS created a complex, highly customer-facing support ecosystem that needed to scale from decentralized city teams to a centralized, multi-lingual, multi-channel operation while handling high volumes of rider, driver, and eater interactions.

Uber adopted Zendesk Support early and added Zendesk Chat to streamline onboarding and live issue resolution. The cloud-based tools were easy to deploy as new cities launched, scaled to 1,000+ agents, and now handle thousands of chat agents and 30,000+ U.S. chats per week (over 10 million chats total), with features like automated routing, roles, and real-time dashboards helping maintain CSAT targets above 95%. Ongoing partnership with Zendesk’s customer success and product teams allowed Uber to adapt features and sustain fast, consistent support worldwide.

Uber

Ashley Bradford

Global Chat Support Program Manager