iFood is one of the largest online food delivery platforms in South America. It connects customers with their favorite restaurants through its website and mobile app, making food delivery easy and enjoyable. They faced a significant challenge with driver customer service and needed to improve its entire delivery chain and focus on signing up more restaurants, registering new delivery staff, and boosting sales and customer service for the end user. The solution: A chatbot on WhatsApp and the website to ramp up customer support and automate crucial processes like onboarding new drivers or restaurants.
"With Chatlayer by Sinch, our customer satisfaction increased, and we fully automated 94.5% of tickets."
Mariana Leite | Head of Commercial, iFood
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Challenges: High volume of support inquiries overwhelming agents
Concept and implementation:Chatbot to scale customer support and automate new restaurant onboarding
Successes: Significant service delivery cost reduction and a massive boost to satisfaction scores
Your platform for efficient support and high service quality
We developed Sinch Engage to enable businesses of all sizes to leverage the potential of messaging apps in a easy and professional way to provide the best customer experience. Data protection and IT security meet the highest standards. We are ISO 27001 certified and of course GDPR compliant. With Sinch Engage, more than 700 companies and over 20 million end users worldwide have already taken advantage of the benefits of WhatsApp and the like as a means of communication between companies and customers.