When an order runs late, everyone feels it: the customer waiting for dinner, the rider stuck at the restaurant, and your ops team watching the complaints come in. Since 2016, we’ve supported one of India’s leading food delivery platforms, handling more than 6 lakh calls a month at a 99.9% service level and a 94% quality score. Live order chat, partner support and payout queries each get their own team and a clear line back to you.
A “where’s my food?” chat is very different from a rider’s payout complaint or a safety emergency, so we never mix them up. Before launch, we agree who can approve refunds, how cancellations work, where partner issues go, and how many people you need for lunch, dinner and big sale days. We also run 24/7 coverage and emergency SOS lines, each with its own trained team. Support is available in 32+ languages, including Hindi and regional languages for your delivery partners.
Agents check the live order status, tell the customer what’s happening and log the issue. Missing items, delays and cancellations are handled the way your rules say.
Riders get quick help with problems on an active order and general questions about their account. Dispatch changes and account decisions stay with your team.
Lunch rush, dinner peak, a big promo weekend: we plan staffing and priorities around them, with enough notice built in so we’re ready before the orders spike.
Some calls can’t sit behind a “where’s my order?” chat. A rider in trouble or a partner chasing missing money needs a faster, more careful response.
That’s why SOS calls and payout questions each get their own route and their own trained people.
When a rider or customer raises an SOS, it goes straight to your urgent-response team using the protocol you’ve approved. We agree upfront what agents need to ask, how the call is transferred and how quickly your team confirms they’ve got it. SOS calls are handled by a separately trained team, never mixed in with routine order queries.
Riders want to know where their money is. Agents can see the payout details you allow, log any mismatch and give the rider a case number so they can follow up. Corrections are approved by your team, and we regularly review open cases and riders who keep calling back. Settlement timing stays with your finance team.
Food delivery doesn’t slow down while a new team settles in, so we plan carefully before the first order comes through.
Here’s how we get your team ready, from setting up the queues to the first weeks after going live.
We split your work into clear queues: live order chat, rider questions, payout issues and SOS, if you need it.
Together we agree what order details agents can see, who approves refunds, your emergency contacts and staffing for peak times.
Before going live, we test real scenarios such as late orders, missing items and riders who can’t reach the customer, to make sure agents handle them by the book.
Once live, we review response times, open rider cases and how fast emergencies are picked up, together with your team.
Questions about food tech support