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Swiggy's Customer Support Transformation with PubNub
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- E-Commerce
- Food & Beverage
Applicable Functions
- Business Operation
Services
- System Integration
- Software Design & Engineering Services
The Challenge
Prior to PubNub, Swiggy handled customer support inquiries primarily through agents in a call center and secondarily through customer support chat in their platform. As a result, even simpler requests—like a customer needing to cancel an order— were usually resolved through a phone call. For customers, this often led to resolution times of up to five minutes. And for support agents, significant manual work and time was spent on minor inquiries. With their previous phone support system, simple requests would turn into multiple questions that would lead to agents needing to navigate through multiple dashboard screens and customers sometimes needing to wait for agents due to limited availability. As Swiggy grew and regularly needed to handle up to 200,000 customer inquiries a day with a peak concurrency of 2,000 users, they turned their focus to adapting their support model to better scale. To accomplish this, they focused on building out their chatbot support.
About The Customer
Founded in 2014, Swiggy has risen over the last seven years to become the leading delivery service in India. They are truly an end-to-end solution: connecting customers, restaurants, and delivery partners all the way from order to delivery. Their platform allows people in over 500 cities to quickly and easily order their favorite dishes from nearly 150,000 restaurants. In recent years, they have even expanded to offer a broader range of pick up and delivery services, from laundry to groceries. Swiggy owes their success to the fact that they design their application around their customers. A significant component of Swiggy’s customer-first approach is their robust customer support infrastructure, which the team architects and manages with help from PubNub.
The Solution
After evaluating different platforms and speaking with fellow market leaders, Swiggy decided to rely on PubNub to power the Pub/Sub messaging in their chatbot. “Having that flexibility in building and being able to have our chat operate in real time was key to us—that’s why we chose PubNub,” said Bennapalan. With PubNub, Swiggy got the best of both flexibility and reliability. They were able to customize the look and feel of their chatbot in house, while still having an underlying layer of backend support they don’t need to worry about. Today, Swiggy uses PubNub to power their chatbot to automate the resolution of basic customer inquiries, like order cancellations or delivery statuses. Instead of the default customer support model being a call to a phone bank, customers are now directed to a support chatbot in Swiggy’s application. PubNub ensures that questions from customers and automated responses from the chatbot are pushed in real time to optimize resolution time.
Operational Impact
Quantitative Benefit
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