Case Study: Grubhub achieves scalable, resilient support and 37% fewer contacts per order with Zendesk Messaging

Grubhub + Zendesk Built-in resilience results in more opportunity

Grubhub, a leading U.S. food‑delivery platform serving 30 million diners and 300,000 restaurants across 4,000+ cities, faced a sudden, pandemic‑driven surge in demand and complexity in spring 2020: ticket volume more than doubled, contacts per order spiked, restaurants changed hours/menus or closed, and corporate and BPO teams had to pivot to remote work while rapidly onboarding new agents. The company needed faster routing, real‑time visibility, and scalable ways to handle mass cancellations, refunds, and safety‑related questions.

Building on a Zendesk implementation started in 2015 (Support, Chat, Guide, Talk, Explore), Grubhub automated workflows, added self‑service and API‑driven tools, integrated Zendesk with its Compass East app and Salesforce, and rolled out contactless delivery tracking. The result: contacts per order fell 37%, help center views rose 53%, CSAT stabilized around 88–90% (above target), call‑answer rates hit as high as 90% within 20 seconds, and the company scaled support rapidly and cost‑effectively during the crisis.

GrubHub

Schuyler Weinberg

Administrator