Turn Every Order Into a Yummy Customer Experience

While the 1st and 2nd level support handle general enquiries, data gathering, feedback on markets and customers, fraud management, training content creation/evaluation, and escalations the 3rd level support focuses on complex cases like incident management.

We handle customer complaints through communication channels such as email, phone, and chat or by monitoring reviews on the internet and social media. We respond quickly, ask the right questions, take necessary actions or escalations, and verify the resolution. Complaints are stored in the client's database for further analysis to improve processes.

We act as a communication bridge between our partners, their customers, and third parties within their ecosystem. We, as a control mechanism, ensure seamless information flow between parties and completion of end-to-end order cycle.

As an escalation hub, we dispatche complex and niche requests (e.g. payment, IT, GDPR, food safety, and fraud-related) to 2nd and 3rd level support lines and client departments as an escalation hub. This ensures timely handling and immediate necessary actions for resolution.

We regularly evaluate and suggest changes to improve operational efficiency and effectiveness, including creating informative slides/guides, applying quizzes and surveys to agents, and providing onboarding training for clients' service providers. This maintains the desired level of quality in our operation.

We leverage our flexibility and scalability in resourcing to create optimal scheduling for our partners without degrading performance even during peak hours. Through continuous real-time monitoring, we identify and correct inefficiencies to increase the productivity and sustainability of the operation.