Case Study: Instacart achieves 90% customer satisfaction and manages 175K+ monthly tickets with Zendesk Support

Using Zendesk Support, Instacart handles over 175K tickets per month, achieving a 90% satisfaction rating

Instacart, the San Francisco–based same‑day grocery delivery service, needed a customer service platform that could handle high contact volume while supporting two distinct user groups—customers and personal shoppers—and surface rich, contextual data on every interaction so agents could resolve issues quickly. The challenge was to route and resolve hundreds of thousands of requests without forcing agents to switch between systems or lose visibility into order, credit, and shopper status details.

Instacart implemented Zendesk Support for its customizability and integrations, adding apps (like Five Most Recent), custom fields, and dedicated CSE guidance, and even rolling out internal instances for HR, Payroll, and IT. The result: streamlined routing and agent efficiency, deep analytics for product and policy improvements, and scale—handling 175K+ tickets per month with a 90%+ satisfaction rating while managing large weekly volumes of calls and emails.

Instacart

Jeremy Flanagan

Customer Ops Project Lead of Tools