From 40-second times to instant resolution at scale.

The Wave operates at a scale most support teams never have to think about. On a typical weekday, their customer and Dasher support lines handle hundreds of thousands of calls. On a Friday evening between 6 and 9 PM, that number multiplies. Missing orders, late deliveries, payment issues, account disputes all arriving at once, from every time zone they operate in. Their existing support infrastructure a combination of in-house agents and outsourced call center partners was built for predictable volume. Dinner hour peaks weren't predictable. Neither was the quality that came out the other side. "We were hiring ahead of demand and still falling behind," said James Liu, VP Operations. "The math didn't work. More volume meant more headcount, more training, more overhead and we were still seeing CSAT scores that made leadership uncomfortable.