A Spanish quick-commerce startup that purchases, picks up and delivers products ordered through a mobile app grew significantly especially because of the Covid-19 pandemic. On top of handling a higher number of orders, it was also facing massive seasonal challenges due to shopping peaks during weekends, holidays, etc. As such, it needed to adapt to the surge of orders and customer support tickets while maintaining its quality customer experience.
We set up a team of experts used to operating in a fast-moving industry to handle all types of requests in a timely fashion. We used our extensive experience in supporting delivery services to improve processes, quality and management indicators.
The dream team here to support the company was made out of +1500 agents to cover customer service, drivers and partners support through in-app chat, voice, email and social media.
- Increased the Global NPS by 10 points
- Made customer support available 24/7
- Increased answer rate to 97%