Case Study: ConverseNow achieves higher order value and lower costs with Ubiquity

How ConverseNow delivered better CX to hungry customers while boosting efficiency and revenue for the restaurants who rely on them

ConverseNow, an AI startup automating restaurant voice orders, faced challenges with low agent engagement and performance as they expanded. They needed a PCI-certified solution to handle payments and improve the customer experience while managing surging order volume. They partnered with vendor Ubiquity to pilot an outsourced customer support team.

Ubiquity implemented a specialized training program that avoided scripts and focused on product knowledge and troubleshooting the AI agent "George." They used a quality scorecard emphasizing empathy alongside key metrics. This solution led to a highly engaged team that significantly outperformed the in-house group. The results for ConverseNow included a 50% reduction in cost to revenue, an 18% increase in order size, and a 3.7/4 average CSAT score. Ubiquity's support has been integral to ConverseNow's continued growth.

ConverseNow

Jason Shepard

Director of Operations