Foodpanda sees the highest satisfaction ratings from live chat—which they provide online and embedded in their app

It’s a tough job, but someone’s got to do it. Foodpanda, a global online food delivery marketplace, connects hungry customers with their favourite food by enabling users to place orders from a huge selection of local restaurants, either online or via their mobile app. The company has quickly grown in popularity and is now operating in 40 countries.

Connected to over 580,000 restaurants worldwide, users are spoilt for choice, making Foodpanda one of the most successful food delivery services in the market.

The company manages all their customer service inquiries through Zendesk Support and Zendesk Chat, and although Foodpanda is relatively new to providing live chat, they already maintain a customer satisfaction (CSAT) rating of 90 percent in that channel. They’ve also developed a sound strategy to manage their large, international support team.

When rolling out live chat, Foodpanda wanted to provide chat support in multiple languages and across multiple countries.

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