HungryPanda (Panda Delivery) is the world's leading instant delivery platform for Chinese and Asian food, founded in 2017 in Nottingham, England. Its core services target overseas Chinese communities, international students, and Asian food lovers, with operations spanning more than 10 countries and 100+ cities worldwide, including the UK, the United States, Canada, Australia, Japan, and South Korea.
Guided by the brand philosophy "Feed your Asian Appetite", the platform covers a range of scenarios such as Chinese food delivery, grocery and daily-necessities delivery from Chinese stores, and instant e-retail. Through local operations and multilingual service, HungryPanda has become an inseparable gateway to local-life services for overseas Chinese communities.
As its business expanded globally, HungryPanda faced a range of customer service management challenges that required an intelligent, integrated solution.
User inquiries were scattered across many channels, there was no unified management portal, and the fragmented user experience caused significant operational inefficiency.
Multi-country, multi-language service meant traditional routing could not handle requests efficiently, leading to slow responses and high transfer costs between regions.
Complex delivery-order scenarios, a lack of user-tag support, and low issue-handling efficiency held back overall service quality.
Surging inquiry volumes during peak hours, high overseas staffing costs, and difficulty balancing service quality with operational cost efficiency.
Based on the business challenges it faced, HungryPanda defined its core needs for a comprehensive customer service system upgrade.
Unified Omnichannel Platform
Build a multi-channel customer service platform that achieves unified integration and management of inquiries from various communication channels.
Intelligent & Multilingual Routing
Implement intelligent routing and multilingual capabilities, enabling domestic staff to efficiently handle calls from various countries.
Customer Tag & History Data System
Build a user-tag and history-data system that enables loyal-customer identification and tiered service to optimize the order-issue handling process.
Human-Machine Collaboration
Build a human-machine collaborative service model that reduces human agent staffing costs and strikes a balance between service quality and operational cost.
To meet HungryPanda's business needs, Udesk provided a tailored intelligent customer service solution built around four key components.
Integrate multi-channel inquiry portals and connect with the platform's backend systems, so agents can handle all business through a single, efficient interface. There is no need to switch between different applications — all communications from WhatsApp, email, phone, to live chat are managed in one unified, intuitive, and easy-to-use dashboard.
Automatically recognize users' language and issue type, accurately allocate staff, and handle cross-region inquiries with high efficiency. Our AI system supports more than 20 languages in real time, ensuring users from different countries receive responses in their own language without delay, significantly improving customer satisfaction.
Comprehensively store user data, automatically generate tags based on behavior and order history, and support agents in delivering accurate, personalized service. The system enables instant identification of VIP customers, so they receive priority service that strengthens long-term loyalty.
Intelligent customer service handles basic inquiries automatically, while human agents focus on more complex issues. This hybrid model effectively reduces peak-hour workload and cuts operational costs by up to 40%, while maintaining consistent service quality across HungryPanda's global markets.
Through its partnership with Udesk, HungryPanda achieved a comprehensive upgrade of its global customer service system.
The customer service team's handling efficiency improved significantly, and user inquiry response times dropped markedly, delivering a more responsive and satisfying service experience.
User inquiries in various languages and from various countries can be handled with high efficiency, and the cross-region service experience became uniform and consistent across all global markets.
The process for handling order-related issues has been standardized, and the resolution rate for claims such as refunds and user disputes improved significantly.
Human agent staffing costs were effectively controlled, achieving a win-win of excellent service quality and optimal operational cost efficiency.
Want to build an intelligent customer service system for your global business? Request a free Udesk trial today and deliver a better service experience for your users.
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