Reintroducing Phone Support While on a Batch

As part of our new commitment of Support while you shop and beyond, we are reintroducing phone support for shoppers while you’re on a batch.

We heard you when you told us that the ability to contact an agent via phone was critical to being able to solve problems as efficiently and seamlessly as possible. We’re excited to be able to offer this level of support again when you’re in the store shopping or out on a delivery. As a shopper, we know you’re shopping as efficiently as possible and problem-solving replacements and other challenges all while communicating with your customer. When things don’t go as planned, phone support can help you quickly resolve the issue so you can get back to serving your customers with the care and commitment you’re known for.

How it works

You can find phone support in the help center of the Shopper app. It’s rolling out over the next few weeks and will be available to all shoppers who are shopping or delivering a batch. You’ll still have access to in-app chat and can choose what type of support is most helpful to you when issues arise. 

Here’s how it works. When you need support, simply:

1. Tap on the “?” in the top right corner of the app to access the help center
2. Tap the headset icon in the upper right to get support from an agent
3. The virtual agent will pop up with a list of prompts, select the item that best applies to your issue
4. If the virtual agent can’t resolve the issue, you’ll then be guided to choose either in-app chat or a voice call to help resolve the issue

You can learn more about our renewed commitment on our website

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Instacart

Author

Instacart is the leading grocery technology company in North America, partnering with more than 1,400 national, regional, and local retail banners to deliver from more than 80,000 stores across more than 14,000 cities in North America. To read more Instacart posts, you can browse the company blog or search by keyword using the search bar at the top of the page.