UrbanEats was experiencing high customer support volume due to unclear order status updates. Customers would call or email asking "Where's my order?" even though drivers were en route. Their existing system only supported email, which many customers didn't check in real-time. Driver coordination was also fragmented.
UrbanEats integrated Channl to create a real-time order communication system. Customers receive SMS updates at key moments (order confirmed, restaurant preparing, driver assigned, driver arriving), WhatsApp for order photos and delivery instructions, and email for receipts and feedback requests. The platform's webhook integration connects directly to their order management system.
"Channl solved our communication chaos. Customers now know exactly where their order is at every step, and our support team can focus on real issues instead of status questions. The multi-channel approach means we reach customers on their preferred platform."