Case Study: Zé Delivery achieves faster, scalable refund resolution with Sprinklr

Automation drives Zé Delivery’s CX leap with speed and scalability

Zé Delivery, a leading beverage delivery platform in Brazil, was struggling with a slow, manual refund process that hurt both customer satisfaction and operational efficiency. Cases for missing or damaged items were routed to agents, who manually verified issues, calculated compensation, and submitted reimbursements, leading to response times of up to five business days. Zé Delivery turned to Sprinklr and its Conversational AI solution to make the experience faster, simpler, and more transparent.

Sprinklr helped Zé Delivery implement an intelligent chatbot that handles refund cases end-to-end, from identifying the issue to calculating and processing reimbursements automatically through system integrations. The results were significant: bot retention rose from 35% to 65%, CSAT reached 73%, and average resolution time dropped from five business days to just a few minutes. Zé Delivery also expects a 30% reduction in customer service operations, showing how Sprinklr enabled greater speed, accuracy, and scale.

Zé Delivery

Fábio Glezer

Customer Experience Director