Case Study: Glovo achieves 15% reduction in inbound AVHT and scalable customer experience with Talkdesk

Glovo pursues growth and scalability as on-demand delivery soars

Glovo, a Barcelona-based on-demand delivery platform operating in 22 countries and 876+ cities with 100M+ annual orders, needed a cloud-based contact center that could scale with rapid growth, connect to local infrastructure and partners, and support large volumes (≈210K inbound and 700K outbound calls per month) while helping build customer trust and a 360° view of the customer journey.

Glovo chose Talkdesk—leveraging Talkdesk Studio, Virtual Agent, Guardian and integrations with Kustomer and Teleopti—to consolidate customer data, improve call routing and introduce self-service. The partnership cut average handle time for inbound calls by 15%, reduced call transfers by 25%, and provided advanced reporting and insights to optimize operations and support continued expansion.

Glovo

Ludovic Magnier

Live Operations Platform Manager