Chocofood: Authenticating mobile numbers to deliver timely notifications

Challenge

Chocofood’s goal was to connect restaurants and customers through their platform. The process of ordering a meal started with the order made by the customer. Since there was no additional information about the order from that point on until the food was delivered, the customers were feeling frustrated and often impatient while waiting.

That situation resulted in increased number of calls to Chocofood’s call centre. Customers used to phone up and ask if they actually made an order, when the food will be delivered and similar questions. It was crucial to provide customers information about their food delivery process and verify that customers provided a valid number during the registration process.

Solution

Faced with demanding customers, the company needed to adapt their system to be able to deliver time-sensitive notifications to them. Seeing that Infobip’s user-friendly APIs made the deployment of SMS communications far easier and that the actual proposal had the optimal price to quality ratio, Chocofood picked Infobip as their global SMS provider. Firstly, Chocofood needed to ensure that customer registered to their platform with a valid number which communications could be delivered to. This was done with SMS two-factor Authentication, delivering one-time account verification PINs to the customers’ phones. After their numbers were verified and they successfully registered on the platform, it was all about sending timely and effective notifications.

Initial improvements were evident soon after SMS notification deployment, resulting in a decrease of inbound calls. Customers were now informed in a timely manner about the completion of their food order and its delivery. Likewise, the Chocofood management got a reliable, globally-present SMS partner that could support their ambitious international expansion plans.

Result

Chocofood customers started receiving a smoother experience and better service, bringing about higher customer satisfaction levels. Other benefits for Chocofood include reduced operating expenses, notably for customer service resources, contact center staff etc. Finally, Infobip’s 24/7 support proved its reputation as one of the best in the industry, assisting Chocofood staff every step of the way.