Amazon Connect Lets Deliveroo Combine Chat and Voice Customer Service

Using the insights gained from the customer data it collected and analyzed helped Deliveroo to create a self-service portal. Amy Norris, product manager at Deliveroo, is quick to emphasize that the self-service portal isn’t about leaving customers unsatisfied and unable to reach an agent. Instead, it’s a result of having a better understanding of what customers value and making resolutions faster.

Sometimes, a customer might prefer a self-service route that empowers them to solve simple problems on their own quickly and easily, which can help de-escalate potential issues. Other times, a customer might want to reach a representative who will resolve the issue for them. With Amazon Connect, Deliveroo gives customers the agency to choose the service they want based on their situation.

Understanding the customer creates a better experience, and one of the best ways to understand is to listen. Previously, when a customer said something about their experience, that data would often be trapped, siloed in different parts of the company, and subdivided by contact channel. By uniting voice and chat channels with Amazon Connect, Deliveroo can fully harness its customer data.

By using Amazon Connect, Deliveroo collects, centralizes, and analyzes customer information and makes that data available to agents through an integrated interface. “The agent helping a customer always has the full picture of who they are and their history with us,” says Norris. “They know what’s important to them and what they like. Having all of that information reduces the average handle time.”

Amazon Connect is also helping the company understand what good service means in the different regions in which it operates.

“We’ve found that consumers in different regions prefer different channels by analyzing the data from Amazon Connect,” says Norris.

“For example, consumers in France tend to prefer contacting us by voice—net promoter scores for chat interactions were consistently lower—so we promote the voice option prominently, though we ensure they have the option of the other channels as well. Having the option for voice or chat is very important,” she says.

As it grows, Deliveroo is looking to provide more options to customers in a high-quality and cost-efficient manner and use tools that are sophisticated and better integrated with one another. This might mean using ready-made functionality within Amazon Connect, developing its own tools to work within Amazon Connect, or a combination of the two approaches.

“Amazon Connect provides a more tailored experience that lets us bring in a lot of tools, such as digital translation tools. It captures data in all contact channels and makes sure the agent has access to the information in the customer profiles they need to understand the customers and provide an appropriate, personalized experience,” says Norris. “It lets us expand the customers’ options while maintaining a high-quality experience.”