DeskFrnd provides app support & customer service for an online food delivery company

By Ashley Kinsey 2022-02-15

About the client

Our client is Shropshire’s home-grown online food delivery service. Delivering across the West Midlands, Wales and the northwest. A wide range of people and companies around Shropshire rely on our client’s services, calling for a strong customer support team. 

DeskFrnd Team Setup

DeskFrnd runs a team of six dedicated specialists covering 16 hours per day, working alongside a service in support team for weekends and bursts. We call this the ‘the life model’, as it combined both dedicated Operators – who dive deep into problems and improve workflows – with a flexible Support as a Service team to ensure consistent 24/7 coverage.

DeskFrnd Team Results

– £60k+ per year in overhead reduction
– 85%+ customer satisfaction
– 30-second response times
– 2x burst capacity over the business periods
– 0 downtime due to staffing or recruitment

What the client is saying about DeskFrnd

The Deskfrnd team is incredibly easy to work with and they have taken great interest in our business which makes things so much easier. I consider them an extension of our team.

We’re now delivering fast resolutions at all hours, across all channels, while covering seasonal bumps and launches.

We started with a simple Support as a Service team, and we now have DeskFrnd covering operational administration and other no critical support functions allowing us to look at our growth targets without the pressures previously presented.”

About DeskFrnd

We build full-service support teams that flex and scale monthly. Our dedicated teams provide technical product and service support and also handle wider issues too – such as invoicing, escalations, and more.

We operate out of multiple countries to deliver 24/7, fast resolutions for our clients. Our recruiting and management engine can deliver 100+ trained individuals in one month. Companies work with us to scale their support operation quickly while improving key metrics such as response to resolution, CSAT, NPS and revenue per customer.

Our service comes fully managed. We use a three-part management system to ensure consistently high performance from all of our Specialists.