Deliver Great Customer Service as Fast as You Deliver Groceries
Nowdesk empowers grocery delivery platforms to handle order changes, substitution queries, delivery issues, and driver coordination across WhatsApp, Messenger, Instagram, Telegram, WeChat, LINE, Viber, Zalo, Slack, and web chat, app chat, and more — all in real time.
Grow Your Subscriber Base
Turn social media traffic and lapsed customers into active subscribers with guided onboarding and personalised promotions.
- Capture new customers via WhatsApp signup flows
- Re-engage lapsed shoppers with personalised promotion broadcasts
- Convert social media traffic with direct ordering links in DMs
- Run referral campaigns via messaging apps
- Onboard new subscribers with guided first-order flows
Reduce Friction at Checkout
Handle substitutions, delivery slot changes, and checkout queries in real time to prevent orders from being abandoned.
- Real-time chat support during the checkout flow
- AI-powered substitution recommendations when items are out of stock
- Delivery slot confirmation and change requests handled in chat
- Promotional code validation and auto-apply via bot
- Upsell add-on items during order review step
Build Weekly Loyalty
Delight customers after every delivery with proactive updates, fast refunds, and personalised win-back campaigns.
- Proactive delivery ETA notifications via WhatsApp
- Post-delivery feedback collection and review requests
- Refund and complaint resolution in under 5 minutes
- Loyalty points balance updates sent after every order
- Win-back campaigns for customers who haven't ordered in 30 days
Built for Grocery & Fresh Delivery
Order Management Integration
Connect to your OMS so agents see live order status, basket contents, and delivery ETA in every conversation.
Substitution Bot
Automatically suggest alternatives for out-of-stock items and get customer approval via chat before dispatching the order.
Live Delivery Tracking
Share real-time driver location and ETA updates proactively through WhatsApp or in-app messaging.
Rapid Refund Workflows
Automate refund approvals for missing items, wrong products, or quality complaints directly within the chat interface.
Promotional Broadcasts
Send personalised weekly deal alerts, new product launches, and loyalty rewards to opted-in customer segments.
AI Chatbot for FAQs
Deflect high-volume queries like delivery windows, cancellation policies, and minimum order thresholds automatically.
Multi-Store Routing
Route queries to the correct dark store or fulfilment hub based on customer postcode for accurate, localised support.
Post-Delivery Reviews
Trigger automated review requests after successful delivery to build social proof and identify service issues early.
Support Analytics
Track complaint categories, resolution times, and agent performance to continuously improve delivery experience.
Results That Speak for Themselves
"Our substitution bot resolves 70% of out-of-stock queries without a human agent. Customers get an instant response and drivers receive updated instructions automatically."
"WhatsApp delivery notifications reduced our inbound call volume by more than half. Customers know exactly when their groceries will arrive before they even think to ask."
"Refunds used to take 2–3 days. With Nowdesk's automated flow, most refunds are approved and processed within the same conversation in under 4 minutes."
Built for the Speed of
Grocery Delivery
Grocery delivery customers expect instant answers — especially when an order is late, an item is missing, or they need to change a delivery slot. Nowdesk was built to handle these high-volume, time-sensitive interactions at scale.
With AI handling substitutions, tracking updates, and refunds automatically, your team focuses on the edge cases that require human judgement — while customers get the instant service they expect.
- Instant Automation for High-Volume Queries Substitutions, ETAs, refunds — handled automatically without agent involvement
- In-App Chat SDK Available Embed Nowdesk directly into your iOS and Android app for seamless in-app support
- OMS & Logistics Integration Connect your order management and delivery tracking systems via API in days
- Asian Market Native WhatsApp, LINE, Zalo — the messaging apps your grocery customers already use
Common Questions
Nowdesk connects to your OMS via API or pre-built integrations. Once connected, agents see real-time order status, basket contents, delivery slot, and customer history alongside every incoming message.
Yes. The substitution flow can process multiple out-of-stock items in one conversation, present alternatives for each, and collect the customer's choices before sending a consolidated update to your fulfillment system.
Yes. Our SDK can be embedded into iOS and Android apps to power in-app chat. This data feeds into the same shared inbox as your WhatsApp and web chat channels.
Nowdesk connects to your delivery tracking API and triggers proactive WhatsApp or SMS messages at key milestones: order confirmed, picking started, out for delivery, and delivered. Customers can reply to any notification to open a live chat.
Yes. You can configure rules — such as automatic approval for claims under a certain value or for specific complaint categories — to process refunds instantly without agent review.
Absolutely. Separate inbox views, bot flows, and SLA rules can be configured for consumer and business customer segments so each receives the appropriate level of service.
Deliver Support as Fast as You
Deliver Groceries
Grocery delivery leaders use Nowdesk to reduce contacts, delight customers, and build the loyalty that drives repeat orders week after week.