Talabat uses SMS to reduce fraud and improve customer communications
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Talabat
Talabat.com makes ordering food fast and easy for its customers. As a pioneer of the online food ordering industry in the Middle East, Talabat delivers a wide variety of cuisines from international and local restaurants. Talabat is the go-to destination for online food ordering, offering its services in Bahrain, Kuwait, KSA, Qatar, UAE, Oman and Jordan.
Talabat simplifies the ordering process for its users by providing a dynamic and protected experience. With TeleSign, Talabat connects each user with their valid mobile number and uses it as a trust anchor for authentication and communication throughout the customer account lifecycle. By confirming identities with a two-factor authentication (2FA) and phone verification process, Talabat has reduced the number of fake orders hitting their system and they now maintain valid and reachable phone numbers for each of their users, which has resulted in more timely and accurate deliveries. Having valid mobile phone numbers also provides an effective channel for on-going SMS customer communications.
The Challenge
With any on-demand delivery business, having verified and validated customer phone numbers is essential for confirming user identities, reducing fraud, on-boarding, delivery fulfillment and on-going communications. Talabat chose to attach a verified phone number to each of their customer accounts when first registered to establish a global trust anchor. From there, that user’s identity could be easily be confirmed when they access their account from a new browser or device, add a new credit card, or even make a purchase above a certain amount.
Talabat utilizes 2FA, which combines passwords with a second factor—in this case, a one-time passcode sent via SMS to their mobile phone number. They were looking to replace their original vendor because they were experiencing continual SMS delivery and latency issues, where these critical 2FA messages were not reaching intended recipients. This led to a negative impact on the registration process, disruptions to the flow of consistent communications and lost revenue.
The Solution
Sending an SMS message may seem simple, but it’s actually a very complex process. As a Mobile Network Operator (MNO) and part of the BICS family (leading international telecommunications enabler), TeleSign has mastered the intricacies of sending SMS messages. This was a key reason Talabat deployed a TeleSign SMS solution. TeleSign’s vast network spans across 700+ high-quality, direct-to-carrier routes with providers worldwide. With TeleSign’s SMS API, Talabat’s messages are consistently being delivered on-time and reaching global customers. With significantly improved SMS delivery rates, Talabat has increased registration completions, improved customer satisfaction rates and has encouraging active use and repeat sales.
Reduced fraud - less fake orders and fewer invalid phone numbers
To combat fraud, Talabat uses 2FA via SMS. By doing this, Talabat decreases the probability of fake delivery orders and account compromises, where an attacker attempts to gain access to a person’s account and credit card information.
By verifying users through their mobile device, Talabat is seeing fewer invalid phone numbers, which helps ensure SMS notifications reach their customers.
Accurate customer info - improved accuracy of deliveries & established a channel for on-going communications
On occasion, Talabat delivery drivers need to contact their customers to confirm delivery addresses or ask questions about the order. An invalid phone makes this difficult. Having verified phone numbers has created an effective SMS communications channel for on-going engagement with Talabat customers.
Higher global SMS delivery rates – critical SMS messages reach customers quickly
With TeleSign, Talabat has resolved their SMS delivery issues as SMS messagesnow reach their intended recipients quickly. Talabat selected TeleSign becausethey provide higher SMS availability, delivery and completion rates, with unmatchedinternational coverage.
