Too Good To Go had been using Zendesk, which was too complex for emerging markets and had never been fully integrated into the company. Additionally, many locations were using local phone providers, which contributed to the difficulty in gaining a complete overview of each team’s performance and contact volume. This made it hard to optimize Too Good To Go’s customer experience.
This also meant that their communication channels and customer data were scattered across several systems. This made it difficult to track and get updates on customer interactions. Finding a new system that could help them consolidate their existing setup and easily keep track each customer’s communication history on all channels with Too Good To Go was top of mind. This would also allow them to work in a more structured manner across different countries.
Even though Too Good To Go is seen as a strictly B2C business, their business relies on their ability to work with thousands of restaurants and shops around the world. Additionally, the communication channels needed to get in touch with busy restaurants are often different from those preferred by customers, which also differ from country to country. Because of this, Too Good To Go needed the ability to custom tailor support experiences for their partners and their users by country while using the same system. This meant finding software that allowed them to add or remove channels with ease and automatically route inquiries to the best suited agent based on specific rules they could set themselves.