Customer service is one of the most important aspects of any business. It instills the customer experience in its entirety. For any business who solely focusses on their product or service – it is best to takes notes from Wolt who has mastered both. It is their main mission to keep their customers happy and well fed.
If you have experience in customer service, the basic rule of thumb is: “the customer is always right.” Applying this underlying ideology will inevitably lead any company to success. In addition, each interaction is unique to every customer, Wolt has established their own policies and guidelines for impeccable customer service.
In previous posts, there were discussions about the various apps and methods Wolt uses for B2C communication – in this article we will dive into customer service through the eye of the courier in more detail.
When customer dissatisfaction arises, various channels of communication are at their disposal in order to contact Wolt and vice versa – although the fastest and most common way is through the Wolt Customer Service in the Wolt app. When a problem occurs (i.e. the customer realises that there is missing food from the order) couriers are specifically instructed to apologise for the inconvenience and politely insists on contacting their customer support via the application. Virtually every inquiry a customer has is dealt with and resolved there. Customer support is the department which is responsible for solving any problem a customer has to ensure satisfaction, whether it be by giving refunds or other means necessary. Couriers work on the field and the customer support deals with the customer problems. The work is clearly divided between them.
Couriers receive a cool bag, warm bag, and Wolt clothing from the company. Customers want their food as it is supposed to be and Wolt enforces their customer gratification by delivering food as if it were to just come out of the kitchen. Cool bags are used to keep products cool (I.e. beverages and cold meals) while the warm bag is then used for keeping the food nice and hot. Hot and cold food are not be mixed in the same bag because it would ruin the food quality and defeat the purpose of having separate bags. Wolt reminds their couriers to handle the food with care and to deliver it to customers while still warm. When the meal arrives to the customer, Wolt reminds their couriers to smile and have a positive attitude towards the customer as they are representatives of Wolt and are the frontlines of first impressions.
Since couriers do nearly everything via their phone, another essential requirement for couriers is to always have enough phone battery. Either owning a Power Bank or using a phone charger gets the work done.
Wolt delivers food between 10.30-21.00 every day. The busiest time is during weekends when people have their days off. There are no specific peak times during the weekends as they are evenly spread during the whole day. But, during the weekdays the busiest times are around lunch and dinner.
By giving clear instructions to couriers and having a separate customer support to make decisions and deal with customer problems, this is how the company manages to keep customers happy and well fed.
Hungry? 