Introduction
Astro is Indonesia's leading quick-commerce grocery platform — promising delivery in minutes, not hours. With a tagline of “Belanja Hitungan Menit” (shopping in minutes), Astro's entire brand promise is built around speed. That same expectation extends to their customer support.
Challenges
As Astro's order volumes grew rapidly, so did customer enquiries across their mobile app, social channels and messaging platforms. The team needed a CRM that could handle high volumes of real-time support requests across multiple channels, integrate natively with their mobile application, and support proactive marketing communication — all while maintaining a high-quality customer experience.
Solutions
Apergu deployed a fully integrated Zendesk CRM solution built around Astro's mobile-first, messaging-first customer base.
- Native integration with the Astro Care mobile front-end (iOS and Android)
- Omnichannel support: Instagram DM, web chat widget, and the WhatsApp official number
- AMAZE WhatsApp chat blasting integration for targeted marketing campaigns
- Centralised ticket management for high-volume, real-time customer interactions
Outcome
Astro's customer support now mirrors the speed of their delivery service. With 57,688 tickets resolved and a CSAT above 70%, Astro has built a customer service operation that keeps pace with their rapid-commerce model. The WhatsApp blasting capability further lets Astro turn customer service into a proactive marketing channel — deepening loyalty while managing enquiries at scale.
