The on-demand economy is thriving. Customers today expect to get what they want, with one simple click. To meet this growing demand, on-demand delivery platforms across all kinds of verticals have popped up, promising speed and convenience. When these platforms fail to deliver, customers take to the comment feeds of brands’ social media ads to complain. Many brands are unable to respond promptly enough, due to insufficient resources for around-the-clock engagement management, exposing themselves to potential threats.