Bitrix24 for delivery and courier services

In delivery the client does not wait: a question about an order must be resolved in minutes, otherwise the next order goes to a competitor. We build a client support system in Bitrix24: a chat in the app and on the website, request distribution, complaint tracking and honest response-speed analytics.
We work with the cloud and on-premise versions — matched to the scale and load of your service.
12+
years of experience implementing Bitrix24 and IT solutions
37
well-tuned systems with a trained client team
8
companies work with us on ongoing support

What hurts a delivery service — and how we solve it

Requests from the app, the website and social networks live separately
The online chat is embedded into the iOS/Android mobile apps and into the website, and channels are brought into a single system: every request is recorded and reaches an operator.
Complaints get lost and pile up into negativity
Separate complaint tracking with statuses, owners and deadlines. Not a single complaint is left without a response and without conclusions.
Requests are handled by whoever saw them
Automatic distribution among support employees: queues, rules, control of the load on each operator.
It is unclear how fast support responds
Analytics by response speed and handling time — by channel, operator and request type. Service quality becomes measurable.
Load peaks knock support down
The system withstands order spikes: queues smooth out the load, and reports show when it is time to expand the team.
Management does not see the picture of client service
Dashboards on requests: types, complaint frequency, speed, load. Decisions are made by figures.

A delivery case

Blizko (blizko.05.ru)
A grocery delivery service, Makhachkala and Kaspiysk
A service from the 05.ru ecosystem with a large flow of clients. We deployed the on-premise version of Bitrix24 as the central request-handling system: an online chat integrated into the website and the iOS and Android mobile apps, request distribution among employees, complaint tracking and handling, and analytics by request type, complaint frequency, response speed and support load. The service got a scalable support system that grows with it.

Frequent questions

Can a support chat be embedded right into our mobile app?
Yes, this is implemented in the Blizko case: the online chat is integrated into the iOS and Android apps and into the website — all requests go into a single system and are distributed among operators.
Can complaints be tracked separately from regular requests?
Yes: separate complaint tracking and handling is set up with statuses and owners, plus analytics by type and frequency — you can see what people complain about most often and how fast support responds.
How do we know if our support is coping?
The system measures response speed, handling time and operator load. The manager sees figures for every employee and channel, not a general feeling of we seem to be answering.
Will the system handle the growth in the number of orders?
Yes: for Blizko the on-premise version of Bitrix24 was deployed — it scales with the growth of requests and is customized for the service processes.
How does a rollout begin?
With an audit: we examine the request channels, the client journey and the support work, then design the system and roll it out step by step.