As the fastest-growing delivery player in Europe, Western Asia, and Africa, Glovo is an ambitious app that gets users whatever they need, at any time of day. With food at the core of its business, the Barcelona-based company has grown exponentially and now delivers over 100M+ orders annually, operating in 22 countries and 250+ cities.
Glovo wants to become more than just another delivery app; it hopes to be an everything app for markets worldwide while continuing to prioritize employee happiness. To do so seamlessly, a thorough customer service strategy is a must.
With a team spread out across various countries, Glovo needed a user-friendly phone software that offers local phone numbers in every market in which it operates, while also covering all advanced calling features on which the business relies.
Glovo set out to find a solution that provides superior call quality, delivers a full package of advanced calling features, and acts as a one-stop-shop tool.
That means allowing external agents to call couriers and giving those couriers access to all necessities (sending emails, SMS, etc.). Everything was to function smoothly without the need for an additional tool.
Looking for the right solution proved tricky due to Glovo’s highly particular set of criteria. For instance, the team required the ability to add new calling campaigns with custom call scripts based on the given segment, thereby easily giving agents contextual information necessary for successful communication. Most providers can only offer this option by providing multiple tools, as opposed to an all-in-one. CloudTalk is proud to be an exception.
Because CloudTalk’s software takes real-life client issues into consideration, it is well-equipped to tackle even the most particular requirements. Our experts went over all scenarios with Glovo and ensured that its team would have everything necessary to highlight Glovo’s unique offering.
The key requirements for the new software were clear:
In just 3 months, the Glovo team has made 200,000+ inbound and outbound client calls using 30 international numbers, having spent 3,000+ minutes on inbound calls and 145,000+ minutes on outbound calls.
Utilizing CloudTalk has allowed Glovo to externalize many basic outbound calls without the need to provide them with any other tool apart from CloudTalk, and while ensuring that the external agents have no access to Glovo’s own internal systems.
The team’s efficiency and costs have improved drastically, to the point that the onboarding of couriers is now practically fully automated.
At CloudTalk, we are super happy to help customers grow and nothing cheers us more than seeing them do so! Would you like to join the success train?