Customer support has evolved. As our company grows, expectations grow with it.
Clients now expect faster responses, clearer communication & solutions that truly help. We realised that simply answering tickets was no longer enough.
We needed a system that not only supports our clients, but also enables our internal teams to respond more quickly & work more effectively.
That transformation is now in place, and yes, Alec (The friendly face 😊) plays a part in that too.
He’s the person on the other end of the line, helping our clients every day. Whether it’s by email, phone or chat, he makes sure people feel heard & supported.
We believe great service starts long before something goes wrong. It is about building trust, offering clarity & being ready when something needs attention. The real goal is to make sure clients can count on us, every step of the way.
Why we needed a change
For a long time, our support process was entirely manual. Every question, issue or change request was handled one-by-one, with no automation & little structure.
This worked for a while, but as order volumes grew, so did the pressure…
Repetitive questions slowed us down, response times became inconsistent& internal teams often missed critical feedback. It was clear we needed to rethink the foundation of our service.
💪 A new foundation for support
Over the past few months, we introduced a number of changes that transformed the way support works at Foodiz.
- We created help articles for frequently asked questions so customers can find quick answers on their own.
- We implemented canned responses for common issues like delivery delays or refund requests.
- We built a clear routing system to direct issues to the right internal team, kitchen, operations or tech.
- We started tagging & categorising support tickets to identify recurring themes and share them with the teams best placed to fix the root cause.
All of this means Alec can now focus his time on complex issues that require a human touch, while clients get faster solutions for simpler questions.
💬 The friendly voice behind our Customer Support
Who’s Alec?
Alec first joined the Foodiz adventure as a marketing intern. From working on the website to diving into data analysis, he quickly proved himself to be a sharp, reliable & super motivated team player. Now, he’s also the one making sure our clients feel heard & supported with the same attention to detail and positive energy he brought to every other part of his work.
Every day, Alec handles incoming messages, last-minute changes, small hiccups & big questions, always with calm & kindness. Whether it’s by phone, email or chat, he makes sure every client feels listened to and helped.
His mission?
To create a smooth, stress-free experience from start to finish because great food should always come with great service. And that’s exactly what Alec brings to the table.
📈 A clear impact
These changes have already made a clear impact:
- Fewer tickets overall, with a 15% drop thanks to better self-service options
- More issues resolved within 24 hours
- Faster response times across the board
- Clearer communication between support & internal teams
In short, support is now faster, smarter & more sustainable, without losing the personal care that Alec brings every day.
Want to see our support in action?
We have created a dedicated help page where customers can find answers instantly or reach out to our team directly.
Customer support is no longer just a safety net — it is part of the Foodiz experience.