Swiggy moves from call support to Layer-powered messaging, driving cost savings and boosting agent efficiency
Driven by a passion for providing superior support for its consumers, Swiggy, India’s largest food delivery platform, partnered with Layer to implement a unique customer support for Indian customers. This modern messaging solution featuring bots and new agent tools powered by Layer’s Conversational Business Platform has resulted in a series of business performance improvements for the food ordering and delivery platform.
Over the course of 2017, Swiggy saw unprecedented growth in orders, leading to a four-fold increase in calls to their customer support center in under a year. Swiggy recognized the need to provide a delightful ordering experience to its customers by ensuring quicker resolution at scale via an in-house chatbot, without losing its signature high-touch support.
After extensive review of other chat and messaging solutions, Layer’s Enterprise Messaging solution was selected for integration with Swiggy’s chatbot. “As a customer-centric company, we always want to provide a great ordering experience. We chose Layer not only because of its excellent customization capabilities, but also for its robust and scalable solutions,” said Anuj Rathi, VP, Product, Swiggy.
Within a month of launching, the chatbot was solving 10% of all customer queries, increasing to 25% over the next few months. Also, since the launch of a Layer conversation dashboard for Swiggy’s customer support staff, time-to-resolution for its customers has dropped from a 5-minute wait to less than 30 seconds.
Layer CEO Ron Palmeri said partnering with Swiggy is a testament to the platform’s maturation over the past year. “Our core focus is powering conversations for enterprise customers, and it’s led to incredible results like what we’re seeing with Swiggy. Our platform has matured into an offering that powers enterprise engagement, conversion and support.”
Moving from their earlier preference for phone support, around 70% of Swiggy’s user base now rely on chat for quicker resolutions to their issues.