Leading Transportation and Food Delivery Platform

About the project

1. Challenge

   The initial challenge was to build a customer support team with 90 agents and implement effective processes to scale from 12,000 to 110,000 monthly requests within six months while maintaining high service standards.
   After achieving this goal, our collaboration evolved into a long-term partnership, supporting the client’s expansion into Poland, Romania, and Moldova.

2. Key requirements
   • Streamline operational processes for improved efficiency and effectiveness
   • Ensure proficiency in utilizing the Zendesk CRM system
   • Experience in wholesale and HoReCa industries
   • Achieve and sustain a high CSAT over time
3. Solution
   • Implementing a structured three-stage hiring process: HR interview, written assessment of language proficiency, and final interview with a Project Manager
   • Achieving client deadlines by hiring 90 agents within six months
   • Enhancing the onboarding process with added soft skills training, workshops, and calibration sessions to elevate customer satisfaction
   • Conducting strategic analysis of customer feedback to identify and address root causes of dissatisfaction
   • Utilizing Power BI to categorize and analyze customer inquiries, providing actionable insights for improvement
   • Establishing regular weekly and monthly business reviews (WBRs and MBRs) with the client to ensure continuous support process optimization
4. Tasks we fulfill
   • Handling incoming requests via chat and tickets
   • Upholding and enhancing the company’s image through excellent customer service
   • Providing support and consultations for riders, drivers, eaters, couriers, and providers
   • Investigating and resolving client issues, offering solutions, discounts, or compensations as appropriate
   • Mitigating negativity from unexpected contingencies
5. Achievements
   • Increased CSAT from 64% in 2020 to over 80% in 2022, exceeding industry standards
   • Identified and addressed three primary issues responsible for 70% of complaints through targeted training and script optimization focused on communication and empathy
   • Uncovered and resolved a fraud scheme, leading to revised disciplinary procedures and closure of a payment system loophole
   • Expanded customer support services across Poland, Ukraine and Bulgaria