Four principles from DeIiveroo’s customer care operations

Food delivery platform Deliveroo has been through a transformation of its customer care operations over the past two years; it now sees this as a big part of its value proposition to customers.

When a brand or business talks about ‘customer care’, the reality is often very different to what the customer might reasonably expect. Who hasn’t made a call to a customer care number and heard, with sinking heart, the automated response  “Your...