"Dodo Pizza" launched a support chat for customers in the mobile application

2022: Customer Support Chat Launch Results in Mobile App

In September 2021, Dodo Pizza will launch a customer support chat in a mobile application based on the edna chat center. This allowed us to receive more requests and feedback from customers and increase the speed of resolving customer issues. As a result, increase their loyalty: 78% of customers who contact the problem in the chat return and make new orders. Edna announced this in August 2022.

Implementation steps:

• launch of a Telegram bot for iOS users (in this version, about 14 thousand calls were processed per month);
• release of your own application for iOS with native chat (the number of requests increases to 30 thousand);
• adding functionality for Android and scaling the application for all customers (306 cities and 700 pizzerias);
• application release in Kazakhstan (59 pizzerias in 25 cities);
• Integration of the Lia bot on ready-made edna SDKs.

Results:

• At this stage, the monthly number of calls to the support chat in the Dodo Pizza mobile application is up to 100 thousand - this is about 15% of the total indicator;
• 20% of typical requests close the Lia chatbot;
• 9 out of 10 customers who have left feedback are happy with chat communication.

Most often, they write to the chat to get help with choosing pizza, delivery, payment or talk about the problem with the order. And here we can process appeals quickly and well. The chat is convenient for the client, and the support can quickly answer and understand the problem, ask for a photo or video and find the best solution, "said Alexander Shalamov, leader of the Chat and Mail directions at Dodo Pizza. - With the advent of chat, the number of users who seek help or leave feedback has grown. At the same time, the load on the voice line did not decrease. That is, those who call did not change their habit, and those who previously simply would not ask a question or talk about the problem began to write to the chat.

{{quote 'The chat center is suitable for businesses where communication with the client is important: fast processing of a large flow of incoming requests (from 500 per day), automation of processing typical requests. It is easy it is integrated with sales management systems -, CRM time planning WFM-,,, business analysts chat boats personal account and other external systems according to, - API said Nikolai Savelyev, business partner at edna. - In the case of Dodo Pizza, if the company decides to connect partners from others to the chat, this is countries easy to implement. In the chat, you will only need to adjust messages. And so an entire country can be connected by simply configuring the route in the interface. }}