Zomato trusts Ozonetel to connect with 10K+ restaurants in India and the UAE

skill-routing
Deployed virtual numbers in hours
time based routing
Reduced call waiting times
distribute
Lower call abandonment rate

 

About Zomato

Founded by Deepinder Goyal and Pankaj Chaddah in 2008, Zomato started as a website that provided restaurant content to help users make informed decisions before dining out. Zomato is now on an ambitious quest to move past a food tech company and become a farm-to-table company.

Since their inception in 2008, they have expanded significantly. Today, they have a team of more than 5000 Zomans, representing 32 nationalities, and helps millions of users every day decide where to eat through 1.4 million listed restaurants or deliver over 28 million food orders per month.

The Challenge

How to track and monetize 21 million calls with customer and partner privacy intact?

With the expansion, the contact center of Zomato experienced high call volumes and, in the peak period, sometimes unprecedentedly high. It immediately needed a contact center solution that would route calls faster to the suitable agents and empower agents to wrap calls more quickly with a systematic view of caller data, orders, and more.  Besides, Zomato also needed virtual numbers for its partner restaurants to monitor and track the customer calls made to the restaurants listed on its website.  Being in the service sector, Zomato wanted a contact center partner with equal customer empathy and who understands the shifting consumer preferences and the logistics dilemma the food delivery services face.

How Ozonetel helped Zomato?

Zomato’s problem was a typical growing business customer support use case that was resolved innumerable times for many companies of Zomato’s size before by Ozonetel. The onboarding was smooth and virtual numbers were assigned within 2hrs.

Intelligent routing

Ozonetel’s cloud agent empowered Zomato with an intelligent routing feature that helped route calls faster to the suitable agents. Result, no calls remained unanswered, with a significant decrease in average wait times and call abandonment rates. The improved metrics affirmed Zomato’s decision to collaborate with Ozonetel, and results were quickly reflected in KPIs such as quicker agent wrap-up times, improved CSAT score, and delighted customers.

Catalyzed Zomato’s expansion

Zomato could accurately track all calls and retrieve any call from the archive, thrive on the ability to log information to a specific call, or adequately follow up with any customer. Elated by just-in-time support and a dedicated account manager, Zomato trusted Ozonetel’s capabilities for its expansion plans. Ozonetel supported Zomato in its expansion in India, connecting 10,000+ restaurants and the UAE, where it was setting off.

“Having evaluated different providers, we found Ozonetel to be extra-ordinarily reliable. Ozonetel plays an integral role in helping Zomato scale-up.”

Pankaj Chadha
Founder, Zomato

Challenges
Tools & Features used
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