Case Study: Food Crowd boosts CSAT and 24x7 support with Verloop.io

Food Crowd Accentuates Customer Experience Using WhatsApp Chatbot and Outreach by Verloop.io

Food Crowd, an eCommerce platform part of the multinational Al Dahra, faced significant challenges in managing high volumes of daily customer queries related to orders and support. With long wait times and limited after-hours support, they risked customer frustration and business loss. They partnered with vendor Verloop.io to find an automation solution that could improve information dissemination and provide immediate, 24/7 assistance.

The solution implemented by Verloop.io involved an AI-powered WhatsApp chatbot for both support and proactive outreach. This omnichannel system handled repetitive queries instantly and was used to send promotional messages to customers. The results were highly successful, elevating Food Crowd's customer satisfaction score (CSAT) to 95% and slashing the first response time to just five seconds, all while establishing a permanent 24/7 support system.

Food Crowd

Rhea Ghising

Customer Service Expert