Case Study: Just Eat achieves higher answer rates with Hiya

How Just Eat Italy is improving the delivery experience for their restaurant partners and customers

Just Eat Italy, part of the global online food delivery company Just Eat, needed a better way to reach customers quickly when orders were delayed or delivery details changed. After masking phone numbers for GDPR compliance, many customers stopped answering calls from unfamiliar Milan-based numbers, which hurt answer rates, increased inbound calls to the contact center, and created extra cost and wasted food.

To solve this, Just Eat worked with Hiya to add Branded Call to outbound customer calls, showing the Just Eat name, logo, and a short order-update message. With Hiya, answer rates rose from 75.2% to 83.6%, 86.7% of calls were answered on the first attempt, and reach rate climbed to 91.5%, helping reduce missed connections, improve delivery speed, and increase customer satisfaction.

Just Eat

Federica Galli

Italy Operations Manager