Customer service for a fast growing industry: food delivery

OUR CUSTOMER

Our customer owns one of the best on demand platforms in Europe. Launched in 2015, the service is now available in 22 countries. During the pandemic, the need for such services increased. In April 2020 our customer’s app ranked 1st in the most downloaded apps in Google Play.

This is a business with complex logistic, fierce competition and high customer expectations.

Inital customer requirements
Full customer service for two emergent European markets. One was handled in-house, but the rapid growth demanded for a professional service. The other one needed a BPO provider that could offer state of the art customer service and a real competitive price advantage.

OUR SOLUTION

With an experienced team and deep knowledge in customer service, we delivered a fast kick off for the project and as the business grew on both markets, we adapted and continue to fulfil the needs to this day.

RESULTS

• Started with 90 agents and scaled-up to > 350 people
• Providing support for three stakeholders: customers, delivery staff, restaurants
• Channels: 80% CHAT, 10% EMAIL, 10% CALL
• 22% cost saving
• 1.5 months INITIAL RAMP-UP
• 3X SCALE-UP THE TEAM IN THE FIRST YEAR
• 85% CSAT (customer satisfaction score)
• 86% SLA (call, chat and email service level agreement)
• 90% SUCCES RATE ONBOARDING
• 230,000 Monthly interactions

Consumers are now choosing to support companies that offer good customer service.

Our business partners knew that delivery speed and food quality cannot always be 100% in their control. By choosing us, they got the guarantee that they get a safe space: customer experience.

With four dedicated teams, we deliver best results, by answering calls and chat inquiries in 30 seconds, in an industry where lack of answering speed is often mentioned by end-users as a reason to pursuit another delivery service. Our experts know how to handle the project fluctuations, by adapting to new challenges, as they emerge.

And we don’t stop here.

Globally, more than 50% of the customers are expecting improvement in post sale service, compared to last year. Do you have the means to fulfil this expectation?