{"id":9009,"date":"2020-09-01T07:14:00","date_gmt":"2020-09-01T07:14:00","guid":{"rendered":"https:\/\/web3unplugged.io\/blog\/?p=9009"},"modified":"2021-01-21T07:26:20","modified_gmt":"2021-01-21T07:26:20","slug":"unidentified-phone-numbers-are-causing-cx-problems-for-on-demand-food-delivery-platforms","status":"publish","type":"post","link":"https:\/\/web3unplugged.io\/blog\/unidentified-phone-numbers-are-causing-cx-problems-for-on-demand-food-delivery-platforms\/","title":{"rendered":"Unidentified Phone Numbers Are Causing CX Problems For On-Demand Food Delivery Platforms"},"content":{"rendered":"\n

On-demand food delivery services have a customer support problem, according to a new study released by First Orion<\/a>, a leading provider of communication transparency solutions. Half of the 2,000 survey respondents said the top reason for needing to connect with the delivery service\u2019s customer support team was the late delivery of their food order. However, 62% had missed a call about issues with their delivery because they didn\u2019t recognize the phone number calling, leading to dissatisfaction (more than 80%), not to mention hungry customers.<\/p>\n\n\n\n

There\u2019s been a recent surge in the use of popular on-demand food delivery platforms like GrubHub, Uber Eats, and DoorDash (First Orion\u2019s study found 92% usage of these services), yet despite the convenience of mobile app ordering and contactless delivery, problems still occur. When they do, more than 80% of survey respondents said they want to receive a phone call and 93% expect problems to be resolved in less than 10 minutes. When asked how important it is to be able to identify an unknown phone number by the business name, 81% said very or extremely \u2013 otherwise, they simply won\u2019t answer.<\/p>\n\n\n\n

It\u2019s clear from the research that food delivery has ways to go before improving answer rates and customer satisfaction. Right now, too many customers are hangry when there is a potential issue with their order. Consumers are willing to answer the phone when they see a brand\u2019s logo or name, driving greater engagement, loyalty, and a positive experience overall. We have seen this firsthand with another on-demand service. In just nine months after adopting First Orion ENGAGE, they saw a 92% answer rate, which dramatically increased their customer satisfaction and experience. It meant that drivers were no longer waiting outside for 10-15 minutes and customers were not wondering where they were, but instead at the ring of their phone, it notified the customer they had arrived.<\/p>\n\n\n\n

While late delivery accounted for 50% of the top reasons people needed to connect with the food delivery service, these were the other most common problems:<\/p>\n\n\n\n