On-demand is unforgiving: live orders, dynamic ETAs, surge spikes, thin margins. Slow support means churned customers and leaked compensation.
The quick agent team
Track
Pulls live order, rider and ETA state.
Resolve
Runs the Playbook for the issue — missing/wrong/damaged item, delay.
Refund
Issues refunds, credits or redeliveries within policy; escalates exceptions.
Notify
Updates the customer and syncs ops in real time.
Where agents go to work
Customer engagement & experience
- ✓Live tracking, ETA updates & proactive delay alerts
- ✓Instant resolution of missing/wrong/damaged items via Playbooks
- ✓Rider/address/instruction changes mid-delivery
- ✓Surge-time deflection — routine issues absorbed automatically during spikes
Staff training & knowledge
- ✓Dark-store/fulfilment SOP copilot (substitutions, exceptions)
- ✓Rapid onboarding for a high-churn/gig workforce
- ✓Consistent answers across cities & shifts
Audit & compliance
- ✓Auditable record of every refund/credit/compensation
- ✓Refund-policy adherence & leakage control
- ✓Reconciliation-ready logs at high volume
A run, start to finish
Watch a request resolve itself.
Grounded, auditable and human-gated — every step cited, every approval logged.
70%
issues resolved instantly
20s
median resolution
60%
compensation leakage cut
Figures are placeholders pending verified design-partner results.
Built for your stack
Order management (OMS) · rider/dispatch · payments · Zendesk · maps/ETA — via API.
“Surges used to break support. Now the flood is automated and only the exceptions reach us.”
Tom Rasmussen, CX Director, Mercato