Domino’s cooks up delightful customer experience and digital delivery with Yellow.ai

Founded

1995

Website

www.dominos.co.in

Channels

Website, PWA, Mobile Applications

Use Cases

Customer Support, Engagement, Order Management

Challenge

Solution

Impact

Challenge

Living upto the promise of 30-minute delivery, even in a pandemic!

Home delivery is a rage in India, growing especially fast in the pandemic. With their 30-minute delivery guarantee, Domino’s must streamline the customer experience from the point of order placement to pizza delivery. And, they need to do this at the lowest cost, given the competitive nature of this market. Any technology investment must deliver a rapid payback.

Solution: Omnichannel Virtual Assistant

Effective query handling

We delivered an Omni Channel virtual assistant for Domino’s that handles customers’ queries related to order placing, order status, and special order requests like extra olives on the pizza. After delivery, the virtual assistant also collects feedback and drives future orders through proactive offers and promotions.

Auto-detection

The assistant also automatically detects returning customers and provides quick help options for the user without the hassle of logging in.

WhatsApp, auto-magically

Domino’s has millions of customers on WhatsApp, and their virtual assistant automatically engages and resolves questions without the need for agent intervention, speeding time and reducing cost of resolution.