From 2015 to 2020, the food delivery market in the US grew by more than 200%.
Retail deliveries grew by 67% compared with pre-pandemic times.
The delivery market is growing. Customers want their orders to be delivered to them safely, fast, and with the possibility to abide by social distancing regulations. These new expectations have put additional pressure not only on the delivery services, but on the teams supporting them.
What are the main requirements of the delivery businesses, and how do we at SupportYourApp prepare our teams to provide top-notch support to them?
In this article, we'll cover:
Delivery Services: Needs and Requirements
The Need for Speed
The survey says about 69% of customers judge the quality of customer service and support on the speed they get their answers with. It is more pressing when it comes to delivery. Surveys point out customers do not want to wait for their food orders for longer than 40 minutes. In case of a delay, they contact a support team and inquire about the status of their order.
Providing fast and correct answers, making sure every order arrives on time, and satisfying every customer with communication and service quality — these are the pillars delivery services stand on.
Scalability
Hot seasons and rush hours prompt delivery systems’ customer communication growth. Support teams have to be prepared for such occasions to avoid the drop in customer communication quality. The trick is to know how to expand the team with the right people, onboard and train them fast.
The process of setting these up is not easy or fast. It is developed and enriched through an entire company history and can be changed and adapted to the current needs of customers and clients.
With the current growth pace, delivery systems need a professional Support-as-a-Service provider that knows how to scale its support team without losing any of the quality.
Service Customization and Personalization
49% of customers state they have made impulse purchases from a business with a customized, personalized approach. While personalization is not the first word that comes to mind when talking about delivery, it is possible to integrate it into support communication:
- ✅ Greet and call customers by their names.
- ✅ Develop a flexible and adaptable communication style.
- ✅ Offer personalized delivery deals.
- ✅ Make sure a system remembers every customer’s information for maximum convenience.
These tricks will make sure every customer is satisfied with the delivery service, feels cared for and listened to.
Fulfilling these points might be more difficult than it seems. What do we at SupportYourApp do to stay on top of the game for delivery service support?
SupportYourApp and Delivery Service Support
There are several steps we take to make sure our delivery support is flawless:
Efficient Onboarding
SupportYourApp has a dedicated Onboarding Department. Its team makes sure all newcomers feel right at home. They provide everyone with the same set of information about our company, policies, and generally useful information that helps them navigate SupportYourApp.
Having the same onboarding program for everyone ensures we all speak the same language and share the same values from day one. It also helps us conduct a deeper check into every newcomer’s skill set and select a perfect project for them.
Our system allows us to conduct onboarding quickly, which helps us be scalable and correspond to our clients’ requirements.
Information Protection
Delivery services deal with a lot of personal and sensitive information:
- Name.
- Home and office address.
- Contact information.
- Credit card information.
Its leaking can be very damaging for customers and for the delivery service reputation.
SupportYourApp is PCI DSS Level 1 Service Provider and ISO certified. We are also fully GDPR- and HIPAA-compliant. Our system is completely safe and leak-proof. We know how to deal with sensitive information, and, more importantly, we know how to protect it.
Flexibility Is in Our DNA
We adapt not only to every customer’s communication style, but to every client’s requirements. This allows our teams to channel our clients’ values, communication style, and customer-centric approach directly to customers.
Flexible approach allows our customer satisfaction KPI to consistently remain at the level of 95%.
We Are Always Ready for Change
The growth in customer communication, global pandemic, new security requirements and so on — the world is filled with new things. Being prepared for them and turning each of them to our advantage is one of our team’s strengths.
We are not only always ready for changes — we welcome them and use them as an opportunity to develop and become better to deliver the best service and support to our clients’ customers.
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Anna has been working as a writer for 6 years. She previously wrote about financial markets, conducting the research on the state of bonds and stocks on a daily basis. She is a keen reader with interest in historical literature and international cuisine. Her latest obsession — customer communication and ways to perfect it. If you want to connect with Anna, follow her on LinkedIn.
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