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 of speed extends to their customer support.
As Astro’s order volumes grew rapidly, so did customer inquiries across their mobile app, social channels, and messaging platforms. The team needed a CRM solution 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.
Apergu deployed a fully integrated Zendesk CRM solution built around Astro’s mobile-first, messaging-first customer base. Key implementations included:
Astro’s customer support now mirrors the speed of their delivery service. With 57,688 tickets resolved and a CSAT of over 70%, Astro has built a customer service operation that keeps pace with their rapid-commerce model. The WhatsApp blasting capability further enables Astro to turn customer service into a proactive marketing channel — deepening customer loyalty while managing inquiries at scale.
