Customer Story

How Instacart uses data to improve the grocery delivery experience.

Segment, the customer data platform, made it easy for Instacart to access data, answer questions, and make faster changes than ever before by using omnichannel data collected from its iOS and Android apps, website and servers.

The Challenge

To understand how users moved in real-time across multiple platforms, Instacart needed a consistent strategy for collecting and managing the data in a way that would be efficient for both technical and non-technical teams.

The Solution

Instacart uses Segment to collect data from across applications, push that data to analytics and marketing tools, and establish a primary source of truth about customer behavior.

The Result

  • Instacart has saved hundreds of hours in engineering time by testing and implementing tools through Segment.
  • By slicing their data across multiple parameters, the Growth and Analytics teams found areas of improvement for their Android shopper app.
  • Instacart was able to identify behavioral differences between new and experienced shoppers and cater the product to help new shoppers become power users faster.
  • Instacart changed their attribution cycle and customer support parameters to improve customer experience based on ordering behavior insights.
Industry:
Mobile and web-based, on-demand grocery delivery
Location:
San Francisco, CA
Employees:
300
Segment for us is the beginning point for all of our event data and our behavioral data.
Fareed Mosavat, Senior Growth PM
Segment for us is the beginning point for all of our event data and our behavioral data.
Fareed Mosavat, Senior Growth PM
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