With new technologies such as AI, the company increased the number of new conversions by 26% and achieved a user satisfaction index of 97.60% in customer service
Running an operation that serves more than 330 thousand establishments, including the restaurants most sought after by Brazilians, ensuring a fluid and practical experience for customers is a challenging task. O iFood, a Brazilian technology company, aimed to improve the process of registering new restaurants on WhatsApp. In partnership with the blip, a leader in intelligent conversations between brands and consumers on the main messaging apps, the company achieved an automated Self Sign In registration flow on the messaging app preferred among Brazilians.
Noting that creating a menu was a real pain and that many entrepreneurs stumbled upon this stage of registration and abandoned it, the iFood relied on Blip's Artificial Intelligence tool to create menus in an automated way using ChatGPT. The innovative project began in the second half of 2022 and resulted in 26% of conversion directly into the automated flow, a reduction in the number of unnecessary transfers to human service and a user satisfaction index of 97.60% (CSAT) in service via WhatsApp.
“It was a great pleasure to develop this project for the iFood. They came to us looking to improve the registration experience and, in this way, increase the number of contracts signed. Using Blip and a solution focused on Generative AI, we obtained excellent results in a matter of weeks”, says Frederico Crego, Director of Blip's Tech Business Unit. The solution was added to the existing web channel, creating an omnichannel registration, where the partner establishment has total time autonomy and a better experience. For the iFood, the improvements also represented a potential increase in the number of contracts signed.
"O iFood always seeks solutions based on technology and innovation to offer quality experiences to partner establishments. Blip helped us to reaffirm this front, guaranteeing us high-performance technology so that we have a complete service and that converts even more partners”, says Arnaldo Bertolaccini, vice-president of restaurants at iFood. Linking the ChatGPT language model to WhatsApp unlocked the activation process of 34.6% for partners who did not have a menu and who, without assistance in creating their menus, would not have been able to start selling on the platform.
The potential of AI is even greater considering WhatsApp's active notifications system, which involves restaurants in the final activation phase, when they need to send menus. With journey visibility through the Blip platform, the exact help message the partner needs is sent, impacting the conversion rate. Blip's strategy with iFood proved successful, with impressive numbers in the sales funnel conversion rate: an increase of 2% per month since January, reaching 20.3% in March. In July, the index reached more than 25%, in addition to a CSAT (Customer Satisfaction Score) greater than 97% in the funding flow. In terms of operational efficiency, in June, the iFood reached its lowest abandonment number within the WhatsApp flow, decreasing 76.6% compared to the beginning of the year.
Currently, the entire registration process for a restaurant partner with iFood is integrated with WhatsApp, including contract signing. With around 70 million orders per month on its platform, the new feature brings an even greater range of restaurants available to serve the end consumer.
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