Delivery Hero, founded in 2011, is a leading on-demand food delivery service processing 12 million orders monthly across 34 markets. To retain customers and combat rising acquisition costs, they utilize Appboy for mobile marketing, achieving an 85% uplift in conversions through multi-channel strategies and a 30.9% increase with hyper-personalized messaging. Their tactics include effective onboarding, abandoned cart campaigns, and gamification, resulting in significant engagement improvements.

1. DELIVERY HERO DELIVERS CUSTOMERS THE EASIEST WAY TO THEIR FAVOURITE FOOD WITH APPBOY

2. ABOUT
Founded in May 2011,
Delivery Hero is the
global leader in
on-demand food
delivery with 12
million orders processed
each month across
200,000 restaurants
in 34 markets.
CATEGORY:
On-demand,
Food Delivery
PLATFORMS:
iOS and Android
BASED IN:
Berlin, Germany
CHANNEL:
In-App, News Feed
Cards, Push Notifications
TURN SATISFIED (AND FULL) CUSTOMERS
INTO LONG-TERM RELATIONSHIPS
OBJECTIVE
Delivery Hero recognizes that the cost of
aquiring users keeps going up. So, they
want to retain their audience and keep
them ordering dinner on-demand.
SOLUTION
Using Appboy, Delivery Hero uses mobile
marketing best practices via education,
multichannel + creative messaging,
and testing.
11:36

3. BEST PRACTICES DELIVER SUCCESSFUL RESULTS
ONBOARDING IS ESSENTIAL: Delivery Hero welcomes a new user after an
app download and then again after “joining the Delivery Hero family” with a
first purchase on Android.
LEVERAGE MULTIPLE CHANNELS: Delivery Hero saw an 85% uplift in
conversions (a.k.a. purchases) when using multiple channels together vs.
single channels.
GET CREATIVE WITH ENGAGEMENT EFFORTS: Delivery Hero customizes
each experience by taking the user’s last ordered location (specific city) and
matching it with APIs to understand the weather in their area to create hyper-
personalized messaging, which results in a 30.9% conversion uplift.
85%
CONVERSION INCREASE
WITH MULTI-CHANNELS
30.9%
CONVERSION INCREASE
WITH PERSONALIZATION
START EXPERIMENTING, ITERATE QUICKLY
Delivery Hero messages customers at various
time intervals after they’ve left something in
their cart and not completed the purchase. By
testing time intervals for different customers
and regions, they found that messaging under
30 minutes results in 20x uplift in conversion
rates—from Korea to Colombia.
20x
UPLIFT IN AVG
CONVERSION RATES
15:27
ABANDONED CART CAMPAIGNS

4. BE YOUR CUSTOMERS’ RITUAL
Leveraging gamification to increase engagement, Delivery Hero uses custom
News Feed Cards to reward their customers in Korea once they reach specific
loyalty levels. Users start with a chicken ninja, and as they move through the
program—and their loyalty increases—the visual avatar evolves to a chicken god.
*SOURCE: Appboy Analysis
CUSTOM NEWS FEED CARDS
FIND OUT MORE APPBOY.COM/SOLUTIONS GET IN TOUCH HELLO@APPBOY.COM
74%
LOWER RETENTION RATE
FOR NON-ENGAGED VS
HIGHLY ENGAGED USERS