Case Study: Deliveroo achieves faster, more efficient support and better staffing forecasts with Zendesk Support

Deliveroo uses Zendesk Support to serve three distinct customer groups

Deliveroo, founded in 2012, delivers meals from partner restaurants to customers across 84 cities and supports three distinct groups: customers, restaurants, and its fleet of riders. Operations Manager Jude Kriwald needed a simple, reliable way for riders to contact the operations team for on‑road issues while reducing an increasingly heavy email load and improving visibility into what problems were driving contacts.

Deliveroo implemented Zendesk Support across its customer, rider, and restaurant teams (customer since 2015), processing roughly 2,000 emails per week. Support reduced time spent answering emails, made the operations team more efficient, and supplied analytics that let Kriwald forecast monthly staffing needs and allocate workload more accurately.

Deliveroo

Jude Kriwald

Operations Manager