The solution included omni-channel support through integrated call centers and live chat, ensuring real-time engagement across multiple touchpoints. Automation workflows were deployed to handle routine queries, significantly improving agent efficiency and reducing resolution times. Built on a scalable architecture, the system was designed to grow with Swiggy’s expanding user base and support volumes. As a result, Swiggy experienced enhanced customer satisfaction, improved operational efficiency, and real-time, responsive support that aligned with its dynamic business environment.
Transformed Customer Support for Swiggy With Salesforce Service Cloud Implementation
Transformed Customer Support for Swiggy With Salesforce Service Cloud Implementation
Swiggy, a leading online food delivery platform, partnered with TechMatrix Consulting to optimize its customer support operations amidst rapid growth and evolving industry demands. With diverse support needs spanning restaurants, delivery partners, and end customers, Swiggy required a unified and scalable solution. TechMatrix implemented Salesforce Service Cloud to centralize support processes, offering a holistic view of interactions and enabling seamless collaboration across teams.
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