Leading Transportation and Food Delivery Platform

About the project

1. Challenge

   As a fast-growing company, our client required to extend their in-house team by hiring an outsourcing partner. The goal was to grow an external customer service team to 90 people within 6 months and implement company service standards to maintain a high-quality service.

2. Key requirements
   • Experience with Zendesk CRM system
   • Knowledge of various categories of food and non-food items
   • High level of customer satisfaction
   • Working experience with wholesale and HoReCa clients
3. Solution

   Our team at Simply Contact has implemented a successful hiring strategy, dividing the interview process into 3 stages: HR interview, written assessment by an English teacher, and a final interview with a Project Manager. The process made it possible to successfully achieve the client`s deadlines on team growth. To make sure agents provide high-quality service, we offered to change their regular onboarding process. We used a standard online curriculum as a basis and combined it with soft skills material, workshops and calibration sessions, which helped to elevate customer satisfaction.

4. Tasks we fulfill
   • Handling incoming requests through chats and tickets
   • Maintaining and developing the company`s image by providing excellent customer service
   • Customer support and consultations for riders, drivers, eaters, couriers, providers
   • Investigation and resolution of improper situations that clients may face (providing solution, discounts, compensations if applicable)
   • Reducing the negativity of contingencies