Partner Customer Service App
Concept
I worked with a pizza ghost kitchen brand in Berlin that operates over 35 restaurants across Germany. The startup manages the entire supply chain and collaborates with more than 60 partners, including both restaurants and suppliers. To effectively address complaints and product issues, they required a streamlined process that could accommodate multiple languages—German, English, and Turkish. The solution needed to be easily accessible from mobile devices and user-friendly enough to discourage partners from directly calling.
Tools Used
- Twilio
- Python
- WhatsApp API
- Slack API
Results
The decision was made to use WhatsApp, as it is widely used in Germany and always accessible. I deployed a customer service bot that allows partners to report wasted products or logistical issues. All conversations are then transformed into tickets, which are routed to the appropriate team members based on the nature of the problem. Additionally, this system can initiate a claims process with the relevant suppliers.