Case Study: Glovo achieves 20% higher service level attainment and 84% customer satisfaction with Kustomer

Food delivery company resolves up to 84% of requests while maintaining high satisfaction ratings

Glovo, a fast-growing global on‑demand delivery platform founded in 2015, needed a scalable customer service solution to support millions of interactions across 13 languages and three contact types (customers, couriers, partners). As the company expanded into 26 countries with tens of thousands of couriers, its support organization required better context, fewer siloed tools, and more efficient routing to maintain service levels and customer satisfaction.

Glovo implemented Kustomer to centralize omnichannel support, integrate order data into a single timeline, and use intelligent queuing and routing by language, contact type, and lifetime order value. The platform enabled proactive outreach and automated workflows for high‑value customers, resulting in a unified agent experience, a 20% improvement in service level attainment and an 84% average satisfaction rating.

Glovo

Sergi Mendez

Global Head of Live Operations