Instacart expands its customers, customers and retail partners with additional support functions as the company has an unprecedented demand for its grocery delivery services due to the orders from COVID-19 Shelter in Place.
Today Instacart announced that it has doubled its care team, from 1,200 agents to 3,000 agents. The care team will answer questions about how Instacart works, delivery issues, breakdowns, and other general issues.
The hiring messages are coming Instacart buyers organized a strike last month, require personal protective equipment, hazard payments, standard tips and extended sickness benefit.
Instacart has been hiring as customer demand has increased more than 300% in the past week alone compared to the previous year. Last month, the Instacart shopper community grew from 200,000 two weeks ago to 350,000 active shoppers.
Today, in addition to doubling its care team, Instacart has hired another 15,000 representatives who will join the team by May. Instacart will therefore have a care team of around 18,000 members.
Some of Instacart's new employees are experienced support staff who have recently been fired due to cuts across the hotel and travel industry.
With more demand and more stress for buyers than ever before, the new members appear to be another step in Instacart's efforts to pacify its growing buyer network. Last monthInstacart outlined an expanded compensation policy and a contactless compensation option. The company also introduced new product features to create delivery windows for buyers more flexible and faster.
Earlier this week, Tip-baiting turned out to be a grotesque tactic used by customers. Customers have made Instacart buyers pick up their groceries by adding great tips to the bill through the app. As soon as the buyer delivers the groceries, customers change this tip to a lesser amount, or even $ 0.
The ability to change the tip price up to three days after the food is dispensed is an option provided through the Instacart application.
According to Instacart, baiting of tips is rare. Customers either corrected their tips or did not adjust the tips at all on 99.5% of the orders. The company also removed the "None" option in the "Customer Tips" section, hoping that customers would tip at least.
Although these feature updates are likely to have a positive impact, Instacart has still not prohibited customers from tipping after receiving their groceries. The new roles cannot help customers with changes either, as the tip is entirely up to the customer.
The company also hasn't changed the standard tip minimum as workers' protests demanded that the tip requirement be set to 10% during this time.
The increase in attitudes for the Instacart care team was not related to the problem of baiting, the company says, but to the increase in demand for the service.