Glovo improves its customer service with cloud-based telephony

In just a few years, Glovo has become one of the leading on-demand delivery platforms in the sector. This Barcelona-based business gem was founded in 2015 and today offers delivery services in more than 20 countries worldwide, via both iOS and Android devices.

Glovo’s early success is mainly due to the quality of its customer service, for which they use powerful and flexible technologies. Ensuring that customer service platforms and tools are available and working properly is one of the main tasks overseen by Ludovic Magnier, Glovo’s global customer service tools manager.

“We work 24 hours a day, 7 days a week, and our more than 3,000 agents handle over a million contacts per week. The availability of our platforms is absolutely crucial for our operations.”

Glovo relies on a cloud-based architecture to host its customer service tools and thus respond with maximum flexibility to any changes that may occur:

“The real challenge is managing peaks in activity and, in addition, extending geographic coverage quickly and easily. That’s why we use cloud-based tools and platforms.”

“For our customer service tools, we use the Kustomer CRM solution, which includes native chat channel management and can be integrated with email, text messages, social networks (Twitter and Facebook) and WhatsApp.”

Reliability and quality of cloud-based telephony service

To keep up with the rapid growth of their customer service needs, Glovo was looking for a telephony solution with reliable service quality and an admin interface that allowed for more flexible management.

“Before Aircall, providers were in charge of platform administration, which caused delays for certain types of configurations. In addition, the platform was hosted in a single site in Spain, which often led to performance and service quality issues.”

Moving from a telephone infrastructure to a fully cloud-based solution was a real challenge for business continuity, but the speed at which Glovo’s teams adapted to Aircall allowed them to make the transition smoothly:

“It’s always tricky to replace a key business solution that is used by hundreds of users every day. It’s very difficult to predict how a particular solution will perform under call volume peaks before implementing it. Users gave us good feedback in the first tests and the call quality was satisfactory for all our agents.”

One of the most important performance indicators for Ludovic Magnier’s team is the availability ratio of tools and platforms. As any incident or disruption in operations has a direct impact on the business and customer satisfaction, the reliability of the tools is a key aspect for smooth operation.

“The reliability, easy installation, simple administration and the many configuration and integration possibilities of Aircall motivated us to choose this telephony solution.”

Autonomy and efficiency for teams

With Aircall, there are settings that no longer require technical assistance, so Glovo’s teams have gained a lot of autonomy.

“The ability to give managers and supervisors access to certain features, such as configuring tags and teams or rules for distributing calls, improves efficiency and makes it easier for our teams to adapt to the tool.”

Thanks to the significant reduction in the number of incidents and configuration requests from employees, a lot of valuable time is saved, which translates into better performance. It also means faster query resolution and a better average handling time. Ultimately, this results in greater customer satisfaction.

“The number of incident tickets has dropped drastically. Our supervision teams have gained greater autonomy in configuring the platform and, after a relatively short adaptation period, users have a higher overall satisfaction with the new tool.”

“The user interface and its easy implementation, as well as the availability and involvement of our Aircall contacts, were the main reasons we became interested in this solution.”

API and business process optimisation

Increasing agent productivity and optimising the customer flow are some of the main concerns for the global customer service tools manager, who works closely with the operations and product teams to identify opportunities for improvement in existing tools and configurations.

“Thanks to Aircall’s APIs, we have set up different integrations that automate a large number of our company’s processes, which has significantly boosted our productivity.”

Voice: a strategic advantage in customer relations

Although, at first, Glovo’s teams thought telephony solutions were “inflexible, complicated and expensive”, Aircall has opened the door to a whole world of new and innovative ideas, where voice plays a very important role in customer interactions.

“We are currently testing different scenarios to optimise and automate our customer contact using voice and based on Aircall’s APIs, and the first results have been really promising. Voice features will surely become even more important in Glovo’s customer service in the future. There’s still a lot of life left in the phone!”