Freshworks Helps Dunzo Delight its Customers with Faster Support as it Scales Revenue
September 28 2021 - 1:00AM
Freshworks Inc. (NASDAQ: FRSH), a leading software company
empowering businesses to delight their customers and employees,
today announced Dunzo, India’s leading quick commerce app, is
using the Freshworks customer engagement (CX) software, Freshdesk™,
to manage the surge in customer queries that comes with its rapid
revenue and user growth in 2021.
India’s e-commerce market is set to grow at a
dramatic rate of 84% by 2024 with an estimated $111 billion in
value. Dunzo, fulfilling over two million orders a month, has been
the lifeline for India’s urban consumers during the pandemic,
witnessing a 320% increase in demand for essentials like groceries
and medicines. By using Freddy, Freshworks’ AI, Dunzo can handle
customer queries at scale with automated responses for 60% of the
tickets. This allows Dunzo’s CX team to become more efficient and
focus their time on customer inquiries that require a human
touch.
“We have continuously served and delivered on
the customer experience we promise without having to scale our
customer engagement teams,” said Vidyanand Krishnan, Chief
Customer Officer at Dunzo. “Speed is the key to driving
customer satisfaction and in our case there is a clear correlation
between how fast you're responding and customer satisfaction.
Freshworks’ fast and intuitive products are enterprise-grade and
have been able to match the scale at which we are growing.”
By using Freshdesk Freddy AI for both their
consumer and delivery partner modules of Dunzo, the company has
saved 30% of their support costs. The customer-facing chatbot
was deployed in late 2019 and routing and assignment capabilities
brought down response times to customers from 4 minutes to 46
seconds -- an 80% drop. Impressed by the CX capabilities delighting
their customers, Dunzo implemented the partner-facing module in
April of 2020 to better their customer experience. Currently,
Dunzo’s partners use self-service to get quick resolution to their
queries, the instantaneous communication helping them delight on
the field.
“At Freshworks, we have a clear vision of how AI
can drastically reduce the friction in typical customer service
engagements,” said Prakash Ramamurthy, Chief Product
Officer at Freshworks. "We are thrilled that the team at
Dunzo is realizing the promise of Freshworks Freddy AI and the
business outcomes that show up in customer satisfaction, retention,
and growth."
Watch Vidyanand's talk on CX best practices at
RE:SOLVE, Freshworks' digital CX summit. Read how Dunzo evolved its
customer support beyond traditional communication channels.
About Dunzo
Dunzo is a quick commerce platform on a mission
to deliver convenience, choice, and control to everyday living.
Leveraging local retail and its fulfillment centers, Dunzo is able
to fulfill the delivery of groceries, fresh products, medicines,
and other consumable products in 15 - 20 minutes.
About Freshworks
Freshworks makes it fast and easy for businesses
to delight their customers and employees. We do this by taking a
fresh approach to building and delivering software that is
affordable, quick to implement, and designed for the end user.
Headquartered in San Mateo, California, Freshworks has a dedicated
team operating from 13 global offices to serve 50,000+ customers
including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna,
Multichoice, OfficeMax, TaylorMade and Vice Media. For more
information visit www.freshworks.com.
© 2021 Freshworks Inc. All rights reserved.
Freshworks and the associated logos are trademarks or registered
trademarks of Freshworks Inc. All other company, brand and product
names may be trademarks or registered trademarks of their
respective companies.
Media Contact:
Freshworks |
Dunzo |
|
Jayne Gonzalezpr@freshworks.com |
Ruchika Pillaipress@dunzo.in |
|
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