Wolt manages over a million conversations weekly and keeps response time under 60 seconds with Intercom

European tech company Wolt uses Intercom to support millions of customers and courier partners across 25 countries. With 3,000 people on the support team, Wolt needed a seamless, efficient, and easy-to-use customer service platform that would enable them to create personal experiences at scale.

Pelle Blarke, International Strategy and Operations Manager at Wolt, explains that Intercom was the team’s first choice when they decided to implement messenger-based support. “Intercom and Wolt have had a good partnership for years,” he says. “We use the platform to communicate with both our customers and courier partners, and fast response time is one of the most important things for us when it comes to creating a premium experience. Customers are used to receiving their Wolt orders accurately and quickly. If problems occur – and unfortunately, sometimes they do – we need to be able to solve those even faster. We manage over a million conversations every week, have an average response time of less than 60 seconds, and our CSAT is way over 90%. Intercom enables us to do that.”

Choosing a scalable customer service platform

Wolt was a small startup when it first implemented Intercom. The team wanted to ensure that the customer service platform they chose would be able to scale alongside their business. In recent years, Wolt has grown rapidly, now operating in 25 countries. Intercom has empowered the team to continue to offer personalized support throughout this growth, with the platform’s bots and automation enabling them to stay efficient – and most importantly, to delight customers and partners.

To adapt to such rapid growth, Pelle explains that having a customer service platform that’s easy to use is critical. “Most of our employees pick up how Intercom works right from the get-go because they are used to Facebook, Twitter, Instagram, and other social media platforms,” he says. “Intercom matches the modern-world chat systems and it's really easy for us to onboard and train our teams to use so we can get the most benefit of the platform. And by connecting the other tools in our tech stack with Intercom, our teammates can easily see what’s happening and manage customer and partner conversations in one place. Our support team feels very competent and professional when they work in Intercom. While growing 2x, 8x, 100x, Wolt has been able to keep a high customer satisfaction score of way above 90%. We want to continue to improve, and Intercom is really helping us to do so.”

Driving efficiency for customers, partners, and teammates with next-gen tech

Wolt’s support team uses Intercom’s next-generation Inbox as their primary way of communicating with customers and partners. The Inbox allows them to manage all inbound queries in a more efficient way, with powerful automation running behind the scenes to triage and route conversations to the right teammate to help with incoming questions.

“The thing that most impressed me about the next-gen Inbox was the speed,” says Pelle. “In a test that we ran, we saw a 15% increase in the number of conversations handled per hour. The Inbox is minimalistic and makes it clear where my focus is supposed to be. This kind of design is next level – and critical for a fast-paced company like ours.”

Wolt leverages Intercom’s bots within Workflows – a visual builder for automations – along with Custom Objects and Custom Actions to boost support efficiency and automate repetitive tasks, which frees up support agents’ time to focus on more complex or urgent queries. “We use Custom Objects and Custom Actions to integrate our own product data with Intercom’s bots so we can guide anyone seeking support through self-serve flows and empower them to resolve some of their own issues,” says Pelle.

“If customers or partners do end up needing to talk to a human, the bots can collect specific information that our team needs to resolve the issue, which saves us a ton of time. Any support associate working at Wolt will have asked the same question 10,000 times to gather the context they need to help, and our bot can ask it 10,001 times with a friendly tone. In fact, 30% of our customers choose to go through the bot flow before they seek human support.”

Connecting with customers through real conversations

Something that’s important to Wolt is being able to have personal conversations with customers. “By having a chat system as our support tool, our customers and our support associates can feel like they’re actually having a real conversation – not just a transactional interaction, but a real conversation,” says Pelle.

Pelle explains that Intercom gives their team the best of both worlds, enabling both efficient human support and powerful self-serve support. “The best support is no support. In an ideal customer experience, our customers would not need to contact us at all. However, when something does go wrong, we know that we can provide a premium level of support in a scalable way with Intercom, which is critical. We simply wouldn’t be able to provide that level of support to our customers worldwide if we didn’t have a scalable tool like Intercom.”

Planning for the future

Reflecting on Wolt’s journey with Intercom so far, Pelle says, “Why do we use Intercom? The number one reason is that we can deliver an amazing customer and partner experience. It’s the premium of the premium experiences. It was the right decision to partner with Intercom back then, and it’s also the right decision today. And I think you can do that as a big company or a small startup. It’s a very powerful tool, and our customers and partners love it.”

Looking ahead, the Wolt team is excited to dive even deeper into the world of support automation. “I have very high expectations of Intercom’s other features as we explore how to further leverage automation to enable our customers and partners to self-serve and continue to delight them with fast, personal support,” says Pelle.