Announcing Faster, Better Support for Shoppers

Apr 23, 2019 · 3 min read

Instacart shoppers are customers’ helping hands, bringing them the items they need when they are busy, sick, or just need a little time back in their day. We know that shoppers are deeply committed to providing the best possible experience for customers, whether it’s delivering ingredients for tonight’s dinner or stocking up on household essentials.

That’s why it’s equally important for us to give shoppers the help you need, providing you with tools and support to deliver a quality customer experience. It’s our responsibility to listen to your feedback and help resolve your requests or questions as quickly as possible.

To that end, today, we’re excited to introduce several new support options that will make it easier and faster for shoppers to get the help you need. These new support features are available anytime — whether you’re scheduling a support call during lunch, using the new chat feature to address a specific order, or reading up on commonly asked questions.

Faster, more personalized support

We’ve always made support available via email or phone call. Now, shoppers can contact our support team directly through the shopper app. Shoppers can select a category for support issues to make it more efficient for our team to help you, choose between multiple contact options for support, or connect with an issue specialist in under two minutes — it’s all part of the way we’re offering a better, faster support experience.

In-app chat support

Reliable support should always be at your fingertips, whether you have a quick question or you’re in the middle of an order. That’s why we’re introducing a new chat feature that lets you directly connect with a support agent in the shopper app, making it easier for you to get the help you need and get back to your day.

Get support, on your schedule

We know that shoppers are busy and can’t always take the time to work on a support issue right away. Now, you can schedule an appointment to speak with an agent at a time that is most convenient for you. Maybe you want to wait until your shift is over or you’ve dropped the kids off at school — scheduling a call is as easy as a few taps in the app and helps provide the flexibility that shoppers want.

We’re a phone call away

Sometimes a support call can’t wait. Our new Call Now feature lets you connect with an agent in under two minutes, with just one click in the app. Support agents are available 24 hours a day, seven days a week, so there is always someone available to lend a hand.

Frequently asked questions at your fingertips

We’re also introducing self-service support with Quick Help, a new feature that lets you search for commonly asked questions to quickly find answers. Simply click the question mark icon and choose from a range of relevant topics. If you still haven’t found what you’re looking for, you can easily contact our 24/7 support team from any Quick Help article.

We’re here to help, whenever you need us

We greatly value the Instacart shopper community and know that it’s our responsibility to offer you the support you need, when you need it. These new support features are available for all shoppers, and we look forward to continuing to make improvements to provide a seamless experience for everyone in our community.

David Hahn

Instacart Chief Product Officer

The Instacart Checkout

Instacart Shopper News

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