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Care - by Customer: Grubhub + Partners

This document outlines a change in customer care support for Grubhub where driver inbound contacts will be directed to a new dedicated Driver Agent Team (DCare). DCare will handle all tier support and channels for drivers while the existing Customer Care (CCare) team shifts focus to supporting diners and restaurants only. The change will take effect on August 31st with Teleperformance initially handling DCare and the team potentially expanding to other partners around April.

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Luiz Jerome Solis Cornejo
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25 views7 pages

Care - by Customer: Grubhub + Partners

This document outlines a change in customer care support for Grubhub where driver inbound contacts will be directed to a new dedicated Driver Agent Team (DCare). DCare will handle all tier support and channels for drivers while the existing Customer Care (CCare) team shifts focus to supporting diners and restaurants only. The change will take effect on August 31st with Teleperformance initially handling DCare and the team potentially expanding to other partners around April.

Uploaded by

Luiz Jerome Solis Cornejo
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Care - by Customer

Grubhub + Partners
Goals
● Resolution
● Easy
● Speed
● Customized
● AX
● Insight & Feedback
● Cost
Overview
● CCare has represented inbound “live order issues” from
Diners, Drivers and Restaurants

○ Business Complexity = Execution


○ Execution : Accuracy
○ Customer and Agent Effort
Change
● Driver inbound contacts to direct to a Driver Agent Team
(new DCare)
● DCare will encompass all tier support, all channels
● CCare will shift to Diner and Restaurant support
● Overnight (2-7a) will retain all customers
● Jason Weaver as Business Owner of DCare
CCARE CCARE

DCARE

DET RCARE DCARE DET RCARE


Details
● Start: Aug 31
○ Teleperformance through Q1
○ Expand DCare to other Partners ~ April
● New DCare HOOP - 7-2a (prev 8-12a)
● CCare “Retraining”
● Forecasting & Metric Impacts
● Training guidance CCare/DCare
Questions

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