![]() We can see how long it took to close out a support case that was a prospecting customer or partner. With an integrated system, we can actually escalate that case to a rep, have them close it out, and have their managers Q/A that. In the past, that meant reverting to a tedious email chain. Īs DoorDash grew, they ran into non-live support issues, such as merchants calling in to partner with DoorDash. Our sales team was on Sales Cloud, and our support agents were on Zendesk. When she started at DoorDash in March 2017, they were using the Sales Cloud, but with Zendesk for support. Kandah knows the stress of that issue firsthand. One of the hottest topics in SaaS is the problem of cloud integration, an issue Salesforce bet heavily on with their acquisition of MuleSoft and the launch of their Integration Cloud. Data integration challenges - and the move to Service Cloud We integrate with Twitter, and Facebook, so that we can understand what your social sentiment is, and how happy you are with DoorDash. We leverage a lot of Service Cloud features to ensure that our agents are empowered to achieve the best resolution. We offer all of that, so if a delivery doesn't go well for you, you can either chat-in, or get routed to an agent almost instantly.Īnother key to great support is: minimize hand-the-baton. They don't have SMS they don't have email, they don't have Web-to-Case. With Uber, phone support is pretty much all that they offer. Kandah says that gives DoorDash a competitive edge over rivals, including Uber Eats: One ingredient to great support: let customers dictate the channel. There is a lot that goes into completing a successful delivery. I've learned the hard way: on-demand delivery falls apart quickly without good support. We open about 30,000 support tickets on a daily basis. Prior to her keynote appearance, Kandah met up with me, and dropped some eye-popping support stats: Kandah's presentation on how DoorDash is transforming the customer support experience with SalesForce Einstein earned her a guest spot on the Service Cloud keynote stage. As DoorDash's Director of Engineering, Business Applications, Kandah plays a key role designing and rolling out DoorDash's customer support architecture. That's what brought DoorDash's Ruby Kandah to Salesforce Connections 2018. You won't win in this fast-paced market without vigorous customer support. Of course, convenient food delivery on the home front is nothing to scoff at either.ĭoorDash is one of the biggest players in the on-demand restaurant delivery game, with service to more than 1,800 cities in North America. Liberation from the stodgy and overpriced room service "experience" is one of travel's great developments. Kandah of DoorDash at Salesforce Connections
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