Food Delivery Platform Boosts CSAT & Efficiency with Sanas Accent Translation

Logistics

Challenge
A major food delivery platform faced challenges maintaining high customer satisfaction (CSAT) and optimizing average handle time (AHT) across its support lines. Communication clarity, especially across diverse accents, was a key contributor to extended calls and escalations.

Solution
The platform deployed Sanas’s real-time Accent Translation and Noise Cancellation technology across multiple high-volume merchant support lines.

The results spoke volumes, both literally and figuratively. Focused on enhancing customer satisfaction and reducing call handling time across a portfolio of major restaurant brands, the vendor achieved measurable improvements that exceeded expectations, improving clarity and reducing accent-related friction between agents and callers .

Elevating Customer Satisfaction
One of the most impressive outcomes was a significant rise in Customer Satisfaction (CSAT). With Accent Translation smoothing out regional accent variations and improving voice clarity, customers experienced more natural, seamless conversations with agents.

• CSAT scores rose from 3.7 to 4.47, representing a 21% increase.
• The vendor not only met but exceeded the CSAT target of 4.0.
• Additionally, 91% of customers rated their experience positively, scoring 3–5 out of 5.

These results underscore how clearer communication can lead to deeper customer trust and satisfaction,  particularly in high-volume service environments.

Reducing Average Handle Time
Sanas also had a substantial impact on operational efficiency. By eliminating communication friction, agents were able to resolve issues more quickly, confidently, and with fewer repetitions or clarifications needed.

• Average Handle Time (AHT) dropped from 3:45 to 2:58, a 26% improvement.
• This 47-second reduction helped the vendor manage higher call volumes while maintaining quality.

The food delivery platform supports a wide range of restaurant clients, from fast food to family dining. Here’s how the performance, when using Sanas, broke down by brand:

Merchant A: National Pizza Chain
Handled over 10,000 calls with remarkable efficiency:

• 97% conversion rate
• Lowest escalation rate among all brands at 6.88%
• Average call duration: 3.01 minutes

Merchant B: Quick-Service Global Franchise
A high-volume client with a focus on speed:

• 22,234 calls processed
• 96% conversion rate
• Shortest average call duration at just 2.49 minutes
• Escalation rate: 10.88%

Merchant C: Family Dining Brand
Serving more complex customer needs while maintaining solid results:

• 21,937 calls managed
• 92% conversion rate
• Highest escalation rate: 13.29%
• Average call duration: 3.04 minutes

Conclusion
Sanas enabled this platform to deliver more efficient, effective, and satisfying customer support acting as a quiet but powerful driver of performance. By removing accent-related barriers, agents were able to communicate with greater clarity, resolve issues faster, and elevate the customer experience across three distinct merchant types.

About this Customer
A major food delivery platform that helps people order from local restaurants quickly and reliably, supported by a high-volume contact center that ensures smooth issue resolution, real-time order support, and a consistently positive customer experience.

Industry Food Delivery
Founded 2013
Size 500,000+
Using Sanas Since 2024