Nujek

NUJEK is an on-demand platform in Indonesia that provides delivery of food and groceries along with other professional transportation services, all in one mobile app. Customers love NUJEK because they can choose the NUJEK partner that will complete their service request, and the people of Indonesia gain work opportunities for their skills. That model has allowed NUJEK to grow to serve more than 250,000 customers across Indonesia.

To help its customer support team keep up with that growth, NUJEK realized it needed to partner with a communications provider. It had been relying on email, Android app forms, and sometimes even personal WhatsApp accounts to communicate with its couriers and partners — leaving challenges in quality, reliability, and speed.

“It was too hard for our customers to contact our support team and we need to respond faster from our side.”

Gus Ghozali, CEO at NUJEK

NUJEK partnered with Bird to get direct access to the WhatsApp Business API and automate its interactions with partners and couriers. WhatsApp is the number one messaging app used in Indonesia, and with Bird, NUJEK has been able to make it the main communication channel between its support team and its customers.

NUJEK uses Bird's Flow Builder to automate WhatsApp communications for partners on the platform. Now its couriers and partners have quick engagement on a familiar channel to stay up to date on the status of customer purchases. If a customer fails to get their order, they can easily inform customer care, and NUJEK can quickly find the best solution.

“The value of Flow Builder is very big. NUJEK has automated work processes and customer engagement — we communicate with our customers much faster using fewer human resources.”

Gus Ghozali, CEO at NUJEK

Since partnering with Bird, NUJEK's communications journey — with customers, couriers, and partners — has become more efficient and reliable. The team also gets more precious feedback from its customers, helping to improve its services in the future.

“Bird allows our team to handle customers communications fast, precisely, and efficiently. And of course, that increases our customers' satisfaction.”

Gus Ghozali, CEO at NUJEK

The next step in the partnership is to help NUJEK establish a more omnichannel approach to its communications, giving its customers an even more seamless experience.