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April 17, 2024

Sarah Daly
From Pain Points to Conversion: CloudKitchens’ CX Success Story
Sarah Daly
April 17, 2024


FROM PAIN POINTS TO CONVERSION: CLOUDKITCHENS’ CX SUCCESS STORY

Sarah Daly
April 17, 2024

With the rise of online food delivery services, restaurants are responding to
increased demand and decreased need for a physical restaurant. For restaurants
that focus mainly on delivery, ghost kitchens have come to the fore. ‘Ghost
kitchens’ are kitchens without a street-side presence that enable restaurants to
focus on making great food for delivery rather than table-service.

Theodora Toldo is a São Paulo-based Customer Success Manager at CloudKitchens, a
ghost kitchen services company that operates across the USA. She sheds light on
the startup's journey. Reflecting on the evolution of CX, Toldo highlights the
shift towards personalized experiences driven by Big Data, leading to improved
revenue and Net Promoter Scores. Despite advancements, Toldo identifies
limitations in current CX tools, advocating for more humanized customer support
solutions. She shares a compelling case study of CloudKitchens’ proactive
approach to addressing restaurant customer pains, resulting in remarkable
conversion rates and ROI, underscoring the importance of tailored solutions in
CX innovation.

CloudKitchens are changing the way restaurants service their customers.

The CX Institute recently interviewed Theodora Toldo. Here is what we learned.

Customer Experience Focus: Enhancing Startup Sustainability and Lifetime Value

I have no doubt that what made us focus most on customer experience was the fact
that, as a recently created startup and pioneer in its segment, this would help
us understand what our customers' real pains and main desires were. Therefore
our business model would be more sustainable and thus increase our Lifetime
Value.

> “We developed a project - which later became an actual service - that met
> exactly what our customer needs were. It was so accurate that it resulted in a
> conversion of more than 50% of leads in the second month and an ROI to envy.”

— Theodora Toldo, Customer Success Manager at CloudKitchens

Transforming Customer Expectations: The Evolution of CX and Big Data

With more access to Big Data, today we are able to personalize the experience
down to the smallest detail, understand products that we thought were good for
the customer base that were not actually successful, and be much more assertive
in regard to developing the customer experience that directly impacts our
revenue and Net Promoter Score.

Navigating CX Challenges: Striving for Enhanced Customer Support Solutions

The main barrier within CX is that we still depend on basic tools that don't
always work for the customer when providing non-humanized service, such as help
centres. It seems that we have not yet found any middle ground between FAQs,
chatbots, and the support provided by a human agent. I want to be able to find
something more accurate that provides real value to the customer.

CloudKitchens collaborated with Five Guys.

Innovative Solution Development: Addressing Restaurant Customer Pains with
Remarkable Conversion Rates

A case study that I love to share is a classic from the world of delivery:
knowing what the pains of our restaurant customers were and not being able to
help them in the short term, we developed a project - which later became an
actual service - that met exactly what their needs were. It was so accurate that
it resulted in a conversion of more than 50% of leads in the second month and an
ROI to envy.



Learn the methodology. Deliver customer-centric innovations. Add real ROI.

Be in the room with cross-industry CX professionals and elevate your CX
methodology. Join an Advanced CX Certification two-day in-person training
workshop, or learn online on your own schedule.

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