Case Study: Deliveroo improves support efficiency with Zendesk Support

Deliveroo uses Zendesk Support to serve three distinct customer groups

Deliveroo uses Zendesk Support to help serve three customer groups: customers, restaurants, and riders. Founded in 2012, the company needed an easy way for riders to contact the operations team when they had a problem on the road or were running a few minutes behind schedule.

Deliveroo tested Zendesk Support through a free trial and then rolled it out across its customer, rider, and restaurant support teams. The tool helped the Operations Team handle email more efficiently and gave Jude Kriwald insight into why riders were emailing and how often, which helped him forecast staffing needs for the rest of the year. Deliveroo used Zendesk Support across 3 teams, with customer support handling 2,000 emails per week in 84 cities.

Deliveroo

Jude Kriwald

Operations Manager