The most difficult part in resolving problems with your order is figuring out how to get help from the relevant source. How do you even know where to look, who to contact, and which information to provide?
Before the help assistant, users would navigate through a large number of self-help articles. This was not optimal. Imagine being hungry and angry because your food was not delivered, or not delivered as expected; the last thing you would want to do is read articles.
Having dedicated on-call agents is certainly the best way to resolve the issue. The problem was that it was very costly to run a call center big enough to serve so many order issues.
A product solution was offered in the form of an online self-help assistant. Depending on the order status, it would offer the best possible solutions which users could implement on their own, as most of the problems did not require a dedicated agent.
The user interface was agnostic of the possible resolutions. It hosted all the possible solutions fetched to the browser conditionally, but the decision about which one to show was outsourced to the backend services, which also knew the correct status of the order.
Link: https://www.lieferando.de/kundenservice
