Case Study: Foodpanda achieves 90% customer satisfaction with Zendesk Chat

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 the business scaled, it faced multilingual, multi-country support challenges and frequent high-volume spikes during mealtimes that made routing customers to the right agents quickly — and preventing slow responses and negative app-store reviews — a priority.

Foodpanda implemented Zendesk Support and Zendesk Chat, structuring each country as a separate chat department, embedding live chat in its app via the Chat SDK, and using chat analytics to staff peak hours. The change let agents handle multiple conversations, eliminated missed chats, reduced wait times, and boosted chat CSAT to 90% (with some markets like Spain at 97%), while deflecting negative app reviews and driving continuous improvements toward a 95% CSAT goal.

FoodPanda

Jorge Vernetta

Global Operations Manager