Wolt introduces double-order feature in Israel

Wolt has announced a series of new technological features, launching for the first time in Israel. Among these features is the option to place orders from two businesses simultaneously without additional delivery fees, direct chat between customers and couriers, product search and price comparison, fashion item returns, and more.

The Double Order feature, which allows an additional order on the way, is currently in pilot in the central region and will expand nationwide during the summer.

During a special event at Wolt's Tel Aviv offices, the platform unveiled its new app features for 2024. These features are part of the company's global strategy to enhance the customer experience by making it easier and more cost-effective, alongside instant delivery and reliable customer service.

Order Pizza and Groceries Together

The Double Order feature offers the convenience of placing an additional order from another business within ten minutes of the first order, without extra delivery fees. This means friends can order both noodles and burgers, and couples on a romantic date can get sushi from a Japanese restaurant and dessert from a patisserie. This innovation in advanced consumer experience took months of development, operational synchronization, and user experience improvement. The goal is to enhance the customer experience by allowing orders from two businesses simultaneously, saving the cost of the second order.

How It Works

The app will offer customers the option to order from another business within ten minutes of the first order. The businesses eligible for no extra delivery fees are those located along the original delivery route or within a reasonable distance from the first business or the customer's address. The second order will incur only an operational fee. The Double Order feature is currently in pilot in the central region and will expand nationwide during the summer.

Where Is It Cheapest to Order Pizza?

An advanced and efficient search feature allows customers to search for specific products in the app and compare them by price, delivery time, and other details.

This feature aims to enable informed product choices based on customer needs. Previously, customers could only see a list of businesses (such as restaurants and supermarkets) and place an order. Now, the purchase process is easier, more efficient, and cost-effective. During a search in the app, a product list will appear alongside the list of businesses.

The list displays the product image, price, business name, delivery time, and delivery fee from the business. Customers can filter search results by business type, distance, rating, delivery fee, and delivery time. Although the search feature is available to all customers, it will undergo many improvements in the near future.

What If the Jeans Are Too Big?

The return feature, which started as a pilot with the launch of the fashion category and the addition of Factory 54 stores to the app, has now expanded to include more brands. Customers can order clothes and accessories from various stores such as Levi's, Calvin Klein, Petit Bateau, Tommy Hilfiger, Originals, Hamashbir, Puma, Aimee, Zohara, and more. If the item doesn't fit, it can be returned via courier at no additional cost.

How It Works

Enter the 'Clothing and Fashion' or 'Premium Clothing' categories in the app, choose the item and size, and place the order as usual. The courier arrives within about half an hour. Try the item on, and if it doesn't fit, go to the personal area, click on 'Orders and Returns,' select the store and the item(s) to be returned, order a courier, and they will arrive immediately to collect the items. A refund is issued once the courier returns the items to the store.

Please Do Not Ring the Doorbell!

The chat feature between courier and customer allows direct communication from the moment the courier picks up the order to coordinate delivery details if necessary. This feature was partly developed at the request of Wolt Israel's community of deaf couriers, which includes about a hundred couriers.

The features launched are currently available to a small percentage of users in Israel as part of a pilot being conducted by Wolt. The pilot's purpose is to test and improve the features and enhance the diverse offerings to customers. The company plans to expand the pilot and launch these features to all customers.

At the press event held this week, Vincent Ho-Tin-Noé, CPO of Wolt, said, "Our secret lies in the connection between technology and the changing needs of our customers, whether they are aware of them or not. It's a very complex operation with synchronization between customers, couriers, and businesses at its core."

He added, "A lot of resources were invested in developing the next stage of the consumer experience, with a series of features that make browsing the app and ordering easier and more cost-effective. Developing each feature is technologically and operationally complex, requiring significant investment to bring it to customers. We chose Israel to launch these features because we know Israeli customers love technological innovation, quickly adopt these developments, and provide precise feedback to help us improve."

Israel Avrahami, Head of Retail at Wolt Israel, stated, "At Wolt, we always listen to what our customers need, want, and what will improve their shopping experience. The innovations we are introducing to the app will significantly upgrade the customer experience, allowing them to shop better with a wide variety, maximizing time efficiency, and in the most cost-effective way. The technological improvements we are adding will enhance the customer experience, increase orders for businesses, and upgrade the couriers' experience on our platform."