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More Than Reliable Eats: How Grubhub Delivers Exceptional Customer Service

By Asia Anderson | Strategy | Estimated Reading Time: 5 minutes

In today’s competitive landscape, customer service software has evolved from a support function to a critical business strategy. Leading companies like Grubhub recognize that outstanding service not only fosters customer loyalty and retention but also strengthens brand reputation. Their success lies in delivering seamless, personalized experiences—an achievement made possible for other organizations by empowering customer service agents with the right tools and technology.

Sharpen helps call centers to deliver exceptional customer experiences by equipping agents with AI-driven insights, real-time data, and seamless omnichannel communication. Our cloud-based contact center solution streamlines workflows, allowing agents to resolve issues efficiently and build lasting customer relationships. With intuitive tools designed to boost productivity, Sharpen helps organizations turn their call centers into hubs of customer satisfaction. Schedule a demo today and discover how Sharpen can transform your call center.

Below, we explore how Grubhub is redefining the customer service game, so you can take inspiration back to your call center:

1. Impeccable App Experience

When you’re hangry and trying to order food, a complicated experience is the last thing you’re looking for. Grubhub has its customer’s backs in that regard. There’s a reason Tom’s Guide ranked them the #1 food delivery service for 2021.

The process of getting food to your doorstep (pickup options are also available) is made simple: open the app, type in your address, browse an extensive list of restaurants, make a selection, pay, and relax.

Similarly, the experience with your call center platform should mirror this level of simplicity and efficiency. Agents shouldn’t have to navigate a maze of systems to find the information they need, nor should customers endure long waits or multiple transfers for simple solutions. An intuitive, streamlined platform enables agents to deliver fast, effective support while ensuring customers feel heard and valued. Just as Grubhub eliminates the friction from food delivery, your call center platform should remove barriers to exceptional service.

In-app digital experiences meet customers where they are

2. Helping Restaurants

Being in the food delivery service industry, Grubhub operates in a unique space. They’re the middle-man. They bridge the gap between you and the restaurant you’ve ordered from. While it would be simple to focus solely on their direct relationships with users and drivers, Grubhub takes a more strategic approach. They recognize that supporting restaurants in delivering outstanding service directly enhances the customer experience.

In the same way, an effective call center platform does more than just facilitate customer-agent interactions. It empowers agents with the resources they need to resolve issues swiftly, access real-time data, and personalize their approach—ultimately creating a positive experience for the customer. Your call center platform should unify communication, simplify processes, and support agents in delivering the exceptional service your customers expect.

3. Simple and Exceptional Customer Service

Mistakes happen—even the most reliable services experience the occasional mix-up. What sets a company apart is how swiftly and seamlessly they resolve those issues. In the event that you don’t get what you paid for, Grubhub makes it super easy for you to rectify the situation. With two clear contact options—phone and chat—they cater to customer preferences, ensuring help is always within reach.

This level of responsiveness should be reflected in your customer service operations. Omnichannel platforms unify communication—whether through phone, chat, or email—so customers can switch channels without repeating themselves. The result is a streamlined, personalized experience that mirrors Grubhub’s approach: fast, effective, and customer-centric.

Good reviews prove Grubhub has exceptional customer service

Customers aren't afraid to call out good customer service

4. Safe & Responsible Ordering

In today’s market, adaptability is key to exceptional customer service. Grubhub exemplifies this by prioritizing the safety and convenience of everyone in their service chain—customers, drivers, and restaurant partners alike. Their contact-free delivery option allows drivers to leave orders at a designated spot, such as a doorstep or lobby, with a quick text or call to notify the customer once their food has arrived.

This same principle applies to modern call center operations. Just as Grubhub adapts to meet customer needs, your call center platform should embrace technology that enables agents to deliver responsive, personalized service. With AI-driven tools, agents can address customer concerns quickly without compromising the quality of care.

5. Grubhub Guarantee

Grubhub’s Guarantee program underscores a crucial element of exceptional customer service—commitment. Their promise of the lowest price and on-time delivery shows they’re not just facilitating transactions; they’re invested in customer satisfaction from start to finish. If a competitor offers a lower price, Grubhub makes it right by issuing a credit. If an order arrives late, they promptly provide a promo code for the customer’s next meal.

This level of dedication should mirror how your call center operates. Your call center agents should have the tools and authority to work with customers until their issues are fully resolved. With Sharpen’s call center platform, agents gain access to real-time customer data and AI-powered insights designed to streamline the resolution process. Empowering your team to see each case through to completion builds trust and creates loyal customers who know they can rely on your support every step of the way.

Improve Your Customer Service Strategy With Sharpen

Exceptional customer service doesn’t happen by chance—it’s the result of empowering your agents with the right tools and technology. Just like Grubhub invests in seamless solutions for their customers, your call center can deliver fast, effective support with Sharpen’s AI-powered customer service software. Schedule a meeting today to see how Sharpen can help you turn customer service into your strongest competitive advantage.