Swiggy improves Call answering time by 95%
Use Case
Improving call response time and agent utilization
Region
Industry
Online Food Ordering
About Swiggy
Swiggy is India’s leading online food ordering and delivery company with headquarters in Bangalore. Since its establishment in 2014, Swiggy has revolutionized the online food aggregation landscape. The company has managed to gain a strong foothold in the Indian market post multiple rounds of funding and entering the Unicorn club with its current valuation standing at $1.3 billion.
“It has been a fantastic ride with Ameyo. Now we are able to answer 95% of our calls within 20 seconds and have also improved agent utilization by 80% “
Arun Cyril, AVP Contact Center Operations at Swiggy
Challenges
- Lack of CTI integration
- Lack of Centralized architecture
- High call drops
- Need for a scalable solution
Solutions
- 95% calls answered within 20 seconds
- 80% improvement in agent utilization
- Growth from 250 to 400 agents
- Expansion to more than 15+ locations
Ameyo helped Swiggy
Ameyo offered a hybrid solution with the main server set up at a centralized location i.e. Bangalore and call servers at multiple locations. Ameyo integrated with Swiggy’s in-house CRM and also provided integration with Freshdesk for other miscellaneous processes such as mobile app issues, refund or cashback related queries.
With single sign-on and click-to-call features, Ameyo reduced both, agents’ and customers’ efforts. Thus, improving their overall experience. Moreover, in case of outbound calls the agents could initiate a conference between the customer and merchants in case of high-value customers.
