Case Study: DoorDash boosts CSAT and cuts handle time with Sanas Accent Translation

DoorDash boosts CSAT 21% and cuts handle time 26% with Sanas

DoorDash, a major food delivery platform, faced challenges in maintaining high customer satisfaction and optimizing call handling times due to communication clarity issues across diverse accents. To address this, they partnered with Sanas to deploy its real-time Accent Translation and Noise Cancellation technology across their merchant support lines.

By implementing Sanas's solution, DoorDash achieved significant improvements. Customer Satisfaction (CSAT) scores rose by 21%, from 3.7 to 4.47, exceeding their target. Operational efficiency also increased, with Average Handle Time (AHT) dropping by 26%, from 3:45 to 2:58. Sanas enabled clearer communication, faster issue resolution, and a more positive customer experience across a wide range of supported restaurant brands.

DoorDash