Voice of the Customer: How a New Human & AI Tech Startup Delights Members with Instacart Business

In our Voice of the Customer series, we sit down with real Instacart Business users to understand what they do and how the Instacart Business platform supports their business ordering needs.

At Instacart Business, we deliver the supplies your business needs at the moment you need them. We work hand in hand with innovative professionals who are looking for a uniquely tailored delivery experience to take their businesses further.

Today, we’ll be putting the spotlight on Duckbill, a fast-growing tech startup that blends human and AI intelligence into a personal assistant tool. Duckbill helps their busy members get everyday tasks off of their plates, and relieves them from the daily overwhelm we’re all too familiar with. 

We’ll also show how Instacart Business uniquely enables Duckbill, and Duckbill Copilots, to leverage the power and scale of Instacart to service their members.

Visibility & Collaboration: Instacart Business for a new kind of personal assistance

Personal assistants are no longer just a luxury. New companies like Duckbill are leveraging AI and real humans to provide reliable and scalable support for busy professionals and families nationwide. From making appointments to keeping households running smoothly to any task on a to-do list, Duckbill allows people to offload things they don’t enjoy and focus on what matters most.

Making this service available, fast, reliable, and affordable is no small feat, but Leslie Bateman, Head of Business Development at Duckbill, believes that Duckbill is uniquely positioned to build this product.

Duckbill relies on their copilots, supercharged with AI, to complete requests on behalf of their members. Rachel Denny and Gloria Holland, copilots at Duckbill, are responsible for completing these requests — some of which include ordering groceries, gifts, or household items for their members.

Duckbill initially used a standard Instacart account to fulfill these requests. But orchestrating thousands of deliveries on a nationwide basis was difficult without the right features in place.

To support Denny and Holland — and hundreds more copilots — Bateman knew Duckbill needed a structured system to make delivery efficient and reliable. That’s why she shifted to an Instacart Business account. 

With Instacart Business, copilots like Denny and Holland can plan and place grocery deliveries ahead of time or get last-minute needs, like day-of party supplies or gifts, delivered in as fast as one hour. They can also independently manage orders by setting up multiple users in a single business organization and oversee all activity with Instacart in a seamless, unified dashboard.

After onboarding Instacart Business, the Duckbill team leveraged:

• A business organization and team member accounts allowing multiple copilots to place orders on behalf of any and all Duckbill members — all linked to a single dashboard
• Bulk receipt exports to review and ensure order accuracy for every member order
• Reliable delivery from 1,500+ retail banners to support last-minute and order-ahead needs

Learn how to add team member seats, export receipts, and get more from your Instacart Business account by visiting the Instacart Help Center.

Want to give Duckbill a try yourself? Use the code ICVOC to get 50% off your first 2 months, thanks to Instacart Voice of the Customer’s series!

Get Seamlessness Delivered with Instacart Business

Get the supplies you need however your business needs them — starting with a free Instacart Business account!

Our customers love:

• Delivery in as fast as one hour from 1,500+ retail brands nationwide
• Centralized visibility across your team 
• One-click bulk receipt exporting
• Tax-exempt purchasing where eligible 
• Payment flexibility with business invoicing and 30-day net terms* *Payment terms subject to application and approval.

Get started by creating your free Instacart Business account today!