Every Order Resolved, Every Customer Retained
Food delivery customers are the most impatient in any industry — late orders, missing items, and cold food trigger instant complaints. Nowdesk resolves 80%+ of these automatically, so your support team handles only genuine escalations while customers and restaurants stay happy.
Handle Order Issues at Machine Speed
The majority of food delivery support — late orders, missing items, wrong food — follows predictable patterns. Automate them completely.
- Instant order status and rider ETA responses
- Automated missing item refund and reorder flows
- Late delivery compensation trigger (voucher/credit)
- Wrong order and food quality complaint handling
Keep Restaurants & Riders Informed
Restaurants and riders need fast answers on orders, payments, and platform policies. Give them instant support on the channels they use.
- Restaurant: order confirmation, menu update, payout queries
- Rider: delivery assignment, earnings, account support
- WhatsApp & WeChat for restaurant partners
- Policy and onboarding FAQ automation
Turn Bad Experiences into Loyal Customers
A complaint resolved fast creates more loyalty than an order that never went wrong. Make every recovery a retention moment.
- Automated post-resolution satisfaction check
- Voucher and loyalty credit issuance after service failures
- Win-back campaigns for churned customers
- Restaurant performance and feedback summaries
Built for 📦 Logistics & Delivery · Food Delivery Apps
AI Order Support Bot
Resolves 80%+ of order queries automatically — "Where is my order?", "My item is missing", "The food was cold" — with context-aware responses linked to live order data.
Automated Refund & Compensation Flows
Configure refund decision logic by issue type and order value. Missing items trigger automatic credits; late deliveries trigger vouchers — without human review for standard cases.
Live Rider ETA Updates
Proactively send "your rider is on the way" and "arriving in X minutes" messages — cutting inbound "where is my food?" queries by more than half.
Restaurant Partner Support
Dedicated chat support for restaurant partners — order confirmations, menu update assistance, payout queries, and account management — via WhatsApp or WeChat.
Rider Support Channel
Riders get instant answers on delivery assignments, earnings, app issues, and account support via a dedicated chat flow — reducing rider drop-off from frustration.
Voucher & Credit Issuance
Automatically issue vouchers, credits, or loyalty points as part of complaint resolution flows — turning service failures into retention tools without manual approval.
Multilingual Support
English, Mandarin, Cantonese, Bahasa, Thai, and more. Serve diverse urban customer bases across Asia without language gaps in your support coverage.
Post-Resolution CSAT
Automatically send a one-tap satisfaction rating after every resolved complaint. Track service quality by issue type, restaurant, and time of day — and act on trends fast.
Unified Inbox & Analytics
Every customer, restaurant, and rider interaction in one inbox. Identify peak complaint windows, most common issue types, refund rates, and resolution performance by channel.
Results That Speak for Themselves
"We used to have a 45-minute average resolution time for missing item complaints. With Nowdesk's automated refund flow, it's under 90 seconds. Customers are stunned — in a good way."
"Our restaurant partners in Hong Kong demanded WhatsApp and WeChat support. Once we switched to Nowdesk, partner satisfaction scores improved 35% and restaurant churn dropped significantly."
"The voucher issuance automation was a game changer. We went from manually approving every compensation to only reviewing edge cases — and customer retention after complaints improved by 40%."
Built for Asia's Food Delivery Market
Common Questions
Yes. Nowdesk connects to your OMS or internal APIs so the AI bot can pull live order status, estimated delivery times, rider location, and restaurant confirmations. Customers get real answers based on actual data — not generic "please wait" responses.
You define refund decision logic based on issue type and order value (e.g., missing item under $30 = auto-approve credit). Nowdesk executes within those rules automatically. Edge cases or high-value claims are escalated to human agents. You stay in control of the policy; Nowdesk handles the execution.
Yes. Nowdesk supports multiple personas from one platform. You can configure separate channels, bot flows, and escalation paths for customers, restaurant partners, and riders — each with different intents, tones, and resolution processes.
Nowdesk is built for high concurrency. The AI handles thousands of simultaneous conversations without degradation, so your busiest hours — 6–9pm on weekends — are handled as smoothly as quiet periods. Auto-scaling is built in; no manual capacity planning required.
Nowdesk supports English, Mandarin, Cantonese, Bahasa Indonesia, Bahasa Malaysia, Thai, Vietnamese, and more. You can configure language detection so customers are automatically served in their preferred language — with no additional setup per language beyond the initial knowledge base translation.
Yes. By connecting to your rider tracking system, Nowdesk can trigger outbound messages to customers at key milestones — order picked up, rider en route, arriving in 5 minutes, delivered. This proactive communication typically reduces inbound "where is my food?" queries by 50%+ and improves post-delivery satisfaction scores.