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Over the course of two to three years, Uber’s support team grew from a couple dozen city team members handling support to more than 1,000 dedicated agents, and the time came for the company to centralize customer service into a single, global, multi-lingual, multi-tiered, multi-channel organization.\r\n\r\nWhile most of Uber’s support volume comes through the Uber app today, the company began to experiment with other support channels over the years. Ashley Bradford, Global Chat Support Program Manager at Uber, was on the Boston team in 2014 when they selected Zendesk Chat and began running pilots, supporting about 100 interactions the first week.\r\n\r\nBradford now oversees Uber’s expanding use of live chat for new driver onboarding and UberEATS. Chat support agents number in the thousands and handle more than 30,000 chats per week in the U.S. alone. They left the 10 million chat milestone in the dust some time ago.\r\n\r\n<span style=\"font-weight: bold; font-style: italic;\">“Chat is great for onboarding new drivers, empowering agents to answer many questions in one interaction,” Bradford said. “It’s really fast.”</span>\r\n\r\nAs part of onboarding, new drivers are prompted to upload a series of documents and create their driver profile, so Uber surfaces the Zendesk Chat widget to allow drivers to ask questions as they go. This is offered in addition to the hundreds of physical locations where drivers can stop in for in-person support.\r\n\r\n<span style=\"font-weight: bold; font-style: italic;\">“UberEATS is also an interesting use case for chat,” Bradford went on, “because we’re connecting three parties—‘eaters’ with restaurants, and then couriers handling the delivery. We use live chat primarily with eaters to ensure their experience is seamless.”</span>\r\n\r\nWhat feels like a seamless experience to the eater is, from the agent side, a complex case often requiring back-and-forth communication with the restaurant. Similarly, couriers might chat back and forth with an agent to clarify an eater’s location. That’s why Zendesk Chat’s real-time dashboard is particularly valuable. “As agents handle more difficult interactions,” Bradford explained, “managers can look at the monitoring history and make decisions based on volume and CSAT. That real-time insight is useful. It’s also mesmerizing to watch chats come in and be served to agents.”\r\n\r\nAs one might expect, Bradford’s standards for chat support are very high. Her teams strive to maintain a CSAT above 95 percent, 100 percent of the time. “It’s fascinating because teams around the world are particularly interested in experimenting and live chat is always something they gravitate towards,” she said. “You can set up Zendesk Chat quickly and use it to test the user experience. All you really need is a strong Internet connection.” In France, for example, a team has been using chat proactively to reach out to users who linger on certain web pages. In other cases, teams have chosen to offer live chat on a help center, or to offer chat post-sign in, so that the option to chat appears at a particular point in a web flow.\r\n\r\n<span style=\"font-weight: bold; font-style: italic;\">“I’ve been lucky to find partners within our Ops organization who can own and drive chat in their regions,” Bradford shared. “I give guidance on how Zendesk Chat works and tailor their instance based on regional needs. 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