Case Study: Foodpanda achieves 90% live-chat CSAT with Zendesk Messaging

Foodpanda sees the highest satisfaction ratings from live chat which they provide online and embedded in their app

Foodpanda is a global online food delivery marketplace operating in 40 countries and connected to over 580,000 restaurants. As it scaled, the company faced the challenge of providing fast, multilingual support across regions—especially during peak mealtimes—making sure requests reached the right local agents and reducing long wait times and negative app-store reviews.

To address this, Foodpanda implemented Zendesk Chat and Support, organizing each country as a separate department, using chat analytics to staff peak periods, and adding in-app chat via the Zendesk SDK. The result: agents can handle multiple chats concurrently, missed chats were eliminated, in-app complaints were deflected, and chat maintains a 90% CSAT (versus 80% for email) as the team works toward a 95% goal.

FoodPanda

Jorge Vernetta

Global Operations Manager