One of the largest and fastest growing ride-hailing companies in the U.S attributes its success, in large part, to its commitment to innovation throughout the company. When the current VP of Customer Experience Operations joined the company, she saw an opportunity to use cutting-edge technology to rapidly scale customer support capabilities, improve users’ experiences and increase operational efficiency.

The expedited resolution time and that it is achieved without additional staff is a tremendous benefit for the ride-hailing company. “We have reduced our Zendesk ticket volume by 69% and our bot resolution rate is over 80%,” said the VP of Customer Experience Operations. “We are projecting over eight million customer inquiries, so the savings are enormous.”