Enterprise

Chocofood - Authenticating Mobile Numbers To Precisely Deliver Timely Notifications

01 Challenge

Connecting restaurants and customers through engaging communications

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02 Solution

Streamlined user registration and notifications delivery over the IB platform

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03 Result

A smoother experience for considerably higher customer satisfaction rates

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Client profile

Chocofood is one of the several successful online businesses that represents the Choco Family portfolio. The whole story starts in 2011 when Chocolife was established following the successful chocolife.me project. The project began as a local discount service that was an absolutely new way of shopping in Kazakhstan, where people got discounts for a wide range of products and services throughout the year. Two years later, the company consisted of several online businesses such as Chocomart.kz, Intermarket.kz, chocotravel.com, and chocolife.me that were representing the Choco Family portfolio.

Challenge

Connecting restaurants and customers through engaging communications

Chocofood's goal was to connect restaurants and customers through their platform. The process of ordering a meal started with the order made by the customer. Since there was no additional information about the order from that point on until the food was delivered, the customers were feeling frustrated and often impatient while waiting. That situation resulted in increased number of calls to Chocofood’s call centre. Customers used to phone up and ask if they actually made an order, when the food will be delivered and similar questions. It was crucial to provide customers information about their food delivery process and verify that customers provided a valid number during the registration process.

Solution

Streamlined user registration and notifications delivery over the IB platform

Faced with demanding customers, the company needed to adapt their system to be able to deliver time-sensitive notifications to them. Seeing that Infobip’s user-friendly APIs made the deployment of SMS communications far easier and that the actual proposal had the optimal price to quality ratio, Chocofood picked Infobip as their global SMS provider. Firstly, Chocolife needed to ensure that customer registered to their platform with a valid number which communications could be delivered to. This was done with SMS-based 2-Factor Authentication, delivering one-time account verification PINs to the customers’ phones. After their numbers were verified and they successfully registered on the platform, it was all about sending timely and effective notifications.

Initial improvements were evident soon after SMS notification deployment, resulting in a decrease of inbound calls. Customers were now informed in a timely manner about the completion of their food order and its delivery. Likewise, the Chocofood management got a reliable, globally-present SMS partner that could support their ambitious international expansion plans.

Result

A smoother experience for considerably higher customer satisfaction rates

Chocofood customers started receiving a smoother experience and better service, bringing about higher customer satisfaction levels. Other benefits for Chocofood include reduced operating expenses, notably for customer service resources, contact center staff etc. Finally, Infobip’s 24/7 support proved its reputation as one of the best in the industry, assisting Chocolife staff every step of the way.

 

We started to cooperate with Infobip in February 2016 when we decided to improve the process of ordering and delivering food through our web site and mobile app. At that stage we had no information about the order from that point on until the food was delivered, the customers were feeling frustrated and often impatient while waiting. That situation resulted in increased number of calls to Chocofood’s call centre. It was crucial to provide customers information about their food delivery process and verify that customers provided a valid number during registration onto our platform. Faced with a lot of customer demands, Chocofood first adapted its system to be able to deliver time-sensitive notifications. Infobip’s flexible APIs made the deployment of SMS communications far easier. Infobip ensured that customers registered to our platform with valid numbers by deploying Infobip's SMS-based 2-Factor Authentication, delivering one-time account verification PINs to customer mobile devices. We were delighted with the service because it enabled us to send effective notifications at just the right time. Consequently, we found ourselves a reliable, globally-present SMS partner that can support the international communications scale we plan to implement in the future. Additionally, Infobip’s 24/7/365 support proved its reputation as one of the best in the industry, even going beyond the call of duty when assisting our staff.

Nikolay Shcherbak Finance Director, Chocolife.me