Call Center is a product designed for Waitr to manage call volume, 10,000+ calls per day, and view customer’s order information as quickly and efficiently as possible. It handles multiple login roles, such as employees, managers, and directors. Employees have access to basic call functions, while managers can monitor each employee’s call time. Directors can listen to calls being made and share mp3 files with other executives in the company.
Call Center was built with our in-house product and engineering team with Twillio due to the lack of call features available on the market at the time. Waitr needed a Call Center that could manage thousands of calls a day, and connect callers like drivers, restaurant partners, and customers with active accounts quickly and effectively.
We released phase one in a slow rollout to continue to get feedback on the product, as well as to measure reliability. As more feedback came in, we polished up the product to make the customer service agents even more productive and informed.