Jokr/Daki
When food deliver service Jokr/Daki switched to Kustomer, CSAT soared
Challenge
Daki faced issues managing different contact types and customer segments with its first customer service solution.
Solution
Daki switched to Kustomer for greater configuration flexibility to service different types of customers and more easily integrate with other systems.
Success
Daki enhanced service for premium customers and CSAT soared.
Company
JOKR/DAKI
www.jokr.com
Industry
Switched from
Key Outcomes
55%
Reduction to Wait Times
53%
Improvement in CSAT
The Challenge
Jokr/ Daki faced issues managing different contact types and customer segments with its first customer service solution.
The Solution
Jokr switched to Kustomer for greater configuration flexibility to service different types of customers and more easily integrate with other systems.
“Kustomer’s flexibility in configuring for different contact types and easily integrating with other systems were key enablers to providing a better customer experience.”
Daniel Gonclaves
Head of Customer Experience
“Our first solution was quite limited in terms of configuration options to help with how we could support the different types of customers we have.”
The Story
Jokr, known as Daki in Brazil, Latin America, is revolutionizing grocery shopping through its instant delivery app that lets customers order everything from produce to their favorite food brand with a click of a button. For a company that makes a name for itself through great customer experience based on convenience, it is critical that the user experience is seamless and any issues that arise are quickly resolved.
Problem with Previous Solution
Jokr realized that its first solution wasn’t flexible enough to adapt to the complexity of its need to manage different contact types and customer segments.
“It’s important to note that we not only serve the customers. We also provide support for the delivery drivers and the stores,” shares Gonçalves. “Our first solution was quite limited in terms of configuration options to help with how we could support the different types of customers we have.”
–Daniel Goncalves
Jokr needed a customer service solution that would make it easy for them to do the following:
- Service multiple stakeholders in a timely and efficient manner
- Configure the right customer service prioritization
- Create a logical branch of self-service options for all stakeholders
Jokr decided to look for a new solution to solve these issues.
Kustomer Offers the Flexibility Needed
Jokr evaluated Kustomer as an alternative customer service solution and ultimately chose Kustomer based on the RFP process and feature evaluation.
The implementation of Kustomer allowed Jokr to:
- Prioritize customer inquiries based on the type of contact
- Seamlessly integrate with other systems
- Implement custom business logic to workflows to support prioritization through user and order segmentation. Making sure that the right customer and order is serviced at the right time
This approach enabled Jokr to tailor their customer service processes to meet diverse and specific consumer needs, thus enhancing overall service delivery.
Soaring CSAT with Kustomer
As a result, Jokr decreased its median wait time from 11 to 5 minutes and increased its customer satisfaction score from 51% to over 78% in the past year from 2023 to 2024. By prioritizing high-value customer segments, Jokr has set a new standard in customer service within the grocery delivery industry, proving that smart technology integration and focused customer service management can lead to substantial improvements in business performance.
What’s Next
Jokr is exploring how it can leverage AI from Kustomer to improve operational efficiencies.
