Foodpanda联手Toku 柬埔寨老挝客服系统并线
分类商业
地点金边
来源CIR
发布时间2026/11/06 11:37
详情描述
Foodpanda宣布扩大与新加坡客户体验平台Toku的合作，将柬埔寨和老挝两地的客服来电接入其区域统一平台。据Toku方面信息，该平台已于2026年9月8日上线，支持一支由Foodpanda代理机构管理的客服团队；合作于10月29日对外公布，双方未披露财务条款。
整合后，Foodpanda在柬老两地使用与其他区域市场相同的系统，可统一管理呼入与呼出电话、监控服务表现，并在不同市场之间横向比较结果。Toku表示，接入时兼顾了两地在网络连接条件和语言要求上的差异；把语音业务集中到同一平台，也减少了Foodpanda需要管理的语音技术供应商数量，使客服人员和用户的体验更趋一致。
对外卖平台来说，客服体系直接关系到客诉受理和问题解决的速度。采用统一报表与绩效指标后，各市场服务数据可以放在同一标准下对照，柬埔寨与老挝的客诉处理流程也随之向区域标准靠拢。
同一篇报道还提到，Foodpanda与emart24签署合作，扩展柬埔寨便利零售商品的配送。此次客服并线是否带来用户端服务入口、响应时效或赔付流程的变化，以及后续推广安排，报道均未说明，需向发布方确认。
📋 简要摘要 ▸
Foodpanda宣布扩大与新加坡客户体验平台Toku的合作，将柬埔寨与老挝的客服来电接入其区域统一平台。整合后，平台可对呼入呼出电话、服务绩效进行统一管理与跨市场横向对比。报道同时提到Foodpanda与emart24达成合作，扩展柬埔寨便利零售配送。对外卖平台而言，稳定的客服体系直接关系到客诉处理效率与用户留存，此次并线是其区域运营标准化的一步。
📋 完整原文 ▸
[来源: CIR] [分类提示: NEWS]
标题: Foodpanda Expands Partnership With Singapore-Based Toku to Support Customers in Cambodia and Laos
Cambodia Investment Review
Foodpanda has expanded its partnership with Singapore-based customer experience platform Toku to support customer calls in Cambodia and Laos, bringing the two markets onto the same platform used in its other regional operations.
The deployment gives foodpanda a common system for managing inbound and outbound calls, monitoring service performance and comparing results across markets. For its Cambodia and Laos operations, this provides access to shared regional technology while accommodating differing connectivity and language requirements.
Toku said the platform went live on September 8, 2026, supporting a team of agents managed by foodpanda’s agency. The expansion was announced on October 29. Financial terms were not disclosed.
Strengthening Regional Customer Support
Using the same platform across markets provides foodpanda with consistent reporting and performance metrics, helping the company assess customer support across deployments.
According to Toku, consolidating voice operations also reduces the number of voice technology providers foodpanda needs to manage and supports a more consistent experience for customers and agents.
Read More: foodpanda and emart24 Sign Landmark Partnership to Boost Convenience Retail Delivery in Cambodia
For a delivery platform, reliable customer support helps resolve problems that can directly affect the customer ex