“Our goal is to go above and beyond, so that ultimately we can turn someone from a frustrated customer into an evangelist,” says Conrad Chu, CTO and Co-founder of Munchery. His company, which delivers fresh meals created by leading chefs, uses Desk.com to provide awesome customer service every time.
Munchery’s been using Desk.com since it outgrew a shared Gmail account, just a few months after launching. They deployed Desk.com in just one hour and now have 4 dedicated agents. Because Desk.com offers a pricing model for “flex” agents, 12 additional employees pitch in to help with customer service during busy times. The entire company listens to customers and works together to go above and beyond. And, with Desk.com's mobile app, they can help customers from anywhere, at any time.
In addition to customer support, Munchery uses Desk.com to manage operational issues like last-minute order changes (through integration with a proprietary app used by its drivers) and even recruiting for new employees.
Today, Munchery’s agents resolve 330 cases each day. And with Desk.com’s reporting and dashboards, they can always see how they are performing as a company. They measure customer satisfaction and track issues with their website or ordering process. Feedback is shared with chefs and operations to continually optimize food options and delivery — and keep customers happy.
“Thanks to Desk.com, great customer service is always on our menu.”