Case Study: FoodPanda achieves 90% CSAT with Zendesk Support

Foodpanda - Customer Case Study

FoodPanda is a global online food delivery marketplace operating in 40 countries and connecting customers with more than 580,000 restaurants worldwide. As the company grew, it needed a better way to manage customer service across multiple countries and languages, especially during peak lunch and dinner hours when order-status questions and other urgent requests were most common.

FoodPanda uses Zendesk Support and Zendesk Chat to centralize support, organize each country as a separate department, and route requests to the right agents. The company also launched in-app chat with the Zendesk Chat SDK. As a result, FoodPanda reports a 90% CSAT score for chat, compared with 80% for email globally, and says missed chats are no longer an issue.

FoodPanda

Jorge Vernetta

Global Operations Manager